download icon of my Cpanel icon in file manager grayed out

Hello guys i need some help out here i am trying 2 move my site 2 another
host but each time i log into my C panel and go to file manager and compress my website files and try hit download i found out that the download icon is grayed out, i hv been havin dis issue 4 weeks now and my client has become angry and impatient with me, i even tried using FTP to download my web files i keep getting dis message “critical error unable to connect 2 server” am getting so tired of all dis. is there a way can download my website files other dan this method?