Well what have you tried? Without that, I can only offer some common fixes.
1. With the Origin app opened, click on the word Origin in the top left and a dropdown menu will appear. Click application settings. Then scroll down to Download Restrictions and make sure you have no limit displayed.
2. Reboot your router/modem and then reboot your pc.
3. Add Origin to your exception list on windows and on your virus protector program.
4. Right click Origin and run as administrator.
Finally, here is a link about common issues with Origin: https://help.ea.com/en-us/help/origin/origin/my-game-downloaded-through-origin-but-will-not-install/
Let us know how it goes and what you tried.
Can you both try the following steps please: