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Hoggie78
Hoggie78
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Failure to open pdf

Feb 2, 2012 1:44 PM

Hi.  Im running Debut on a tablet with android 4.0 and pdf`s fail to open.

 

Error message: PDF failed to load due to an internal error

 

Does anyone have ideas on how to fix this?

 

Thanks, Ollie

9216 Views   13 Replies   Latest reply: David__B, Apr 11, 2012 3:46 PM
 
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  • David__B
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    1. David__B,
    Feb 3, 2012 1:21 PM   in reply to Hoggie78
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    Hi Hoggie78,

     

    Sorry to hear about your difficulties. My tablet does not have the Android 4.0 OS available yet to test this myself. I'll see if I can find someone that does.

     

    Questions:

     

    - What model of tablet do you have?

    - Is the Android OS 4.0 from the tablet manufacturer or a modded version of the developer build on a rooted device?

    - Does this behavior happen with all PDF's, is it possible to test PDF's from different sources?

    - Are you able to open and view the problematic PDF with other apps on the tablet?

     

    -Dave

     
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  • Hoggie78
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    2. Hoggie78,
    Feb 3, 2012 12:50 PM   in reply to David__B
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    Hi Dave

     

    Thanks for your response

     

    Im using an Asus Transformer Prime with the standard android 4.0 over the air update that was available a week or two ago.

    The pdfs I have are from seperate sources all open with Adobe reader.

     

    Any ideas would be great as working with pdfs is the main reason for purchasing Debut

     

    Thanks, Ollie

     
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  • David__B
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    3. David__B,
    Feb 3, 2012 1:40 PM   in reply to Hoggie78
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    Hey Ollie,

     

    Thanks for the info. I sent an email to you directly to do some further testing.

     

    -Dave

     
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  • David__B
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    4. David__B,
    Feb 6, 2012 1:39 PM   in reply to Hoggie78
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    Hey Ollie,

     

    Did you get my email?

     

    -Dave

     
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  • Hoggie78
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    5. Hoggie78,
    Feb 7, 2012 12:40 AM   in reply to David__B
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    Hi Dave

     

    Yes thank you.  I thought I replied directly to your emial with some attachments of the files I've tried.

    I thikn I'm being a bit of a novice when it comes to the creative cloud.  I could view the file but not download the pdf.  I managed to save a preview of it as a png and this uploaded to debut absoultely fine.  I also tried a couple more pdfs from different sources, and still hit the same issue.

     

    I also found another bug - when accessing the Creative cloud via Debut or Collage, you are asked to login or register.  I entered my details and clicked ok, and the window goes blank and stays blank.

     

    I'll send you another email with the pdfs attached.

     

    Ollie

     
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  • David__B
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    6. David__B,
    Feb 8, 2012 4:08 PM   in reply to Hoggie78
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    Thanks Ollie

     
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  • Alex _S
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    7. Alex _S,
    Feb 10, 2012 3:54 PM   in reply to Hoggie78
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    I have the same exact problem (PDF internal error)on the same tablet (Transformer Prime) running ICS. Could I get support? Thanks

     
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  • David__B
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    8. David__B,
    Feb 10, 2012 4:34 PM   in reply to Alex _S
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    Hey Alex,

     

    Our developers are working on an update that will address this. It is an issue that only occurs on specific tablets and only on ICS. The Transformer Prime tablets are they only ones publically available currently which officially support ICS from the manufacturer. There is no immediate fix other than use an alternative file format like jpeg. It will be fixed but I can't say exactly when. I'm sorry for the inconvenience.

     

    -Dave

     
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  • Alex _S
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    9. Alex _S,
    Feb 10, 2012 6:12 PM   in reply to David__B
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    Dave, thanks for the answer. If that  is the case, I'd like to get a refund (app purchased today), I'll try it again when the ICS issues have been sorted out.  Please let me know how to proceed. Thanks.

     
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  • David__B
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    10. David__B,
    Feb 15, 2012 8:26 AM   in reply to Alex _S
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    Sorry for the delay, I'll email you directly and get you a refund.

     

    -Dave

     
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  • Alex _S
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    11. Alex _S,
    Feb 15, 2012 8:38 AM   in reply to David__B
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    No problem, thanks for taking care of this.

     

    Best,

     

    A

     
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  • jmatthews636
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    12. jmatthews636,
    Apr 11, 2012 7:49 AM   in reply to David__B
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    I just bought the my Asus Transporter Prime tablet a few days ago.  I'm a student and use this for class.  Our E-Books are password protected in PDF format and I downloaded mine, however, when I tried to open it  I was unable to log into the PDF to gain access to the content.  How can I fix this?

     

    Thanks

     

    Janet

     
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  • David__B
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    13. David__B,
    Apr 11, 2012 3:46 PM   in reply to jmatthews636
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    Hi Janet,

     

    It is not possible to add a password protected PDF into a Debut presentation. Adobe Debut is mostly designed for giving presentations. I'm wondering if either a PDF viewer or E-Book reader would be a more appropriate app for viewing your E-Books. You could use the Creative Cloud website to transfer the PDF's to your tablet if needed (https://creative.adobe.com/). I am able to open password protected PDF's in Adobe Reader and the native eBook app on my Android tablet, a Samsung Galaxy Tab 10.1. You might try one these apps instead, both came preinstalled for me, not sure if the same is true for the Asus tablets.

     

    -Dave

     
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