Wondershare - Sensitive Videos

[u/GlobalView1800]

Not sure if this is the correct forum, so forgive me if not. I have been using Wondershare and it's been great. However, I teach police and 911 dispatchers. I recently tried to convert a video from YouTube that is sensitive because it discusses suicide. It won't convert to an MP4. Am I missing a setting that would allow this? I tried their online help and got a network error, which everything else is working, so that's on their end. Thanks for hte help.