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Sent files cannot be opened

Mar 21, 2012 3:40 AM

I have recently opened a Send Now accoint and I have started to send PDF files to customers. I am getting emails back from them saying they cannot open my sent files..?

 

Seems to be related to securtiy settings..?

 

I have no idea what to do here... any advice or assistance greatly appreciated

 

Regards

 

Paul

582 Views   6 Replies   Latest reply: monostore, Mar 21, 2012 3:57 PM
 
Replies
  • David Kastendick
    3,110 posts
    Apr 7, 2010
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    1. David Kastendick,
    Mar 21, 2012 2:14 PM   in reply to monostore
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    Good day Paul,

     

    Are your recipients unable to download the file or unable to open them after they've downloaded the files?

     

    Hopefully we can get this resolved for you!

     

    Kind regards,

    David

    Adobe Systems

     
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  • monostore
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    2. monostore,
    Mar 21, 2012 2:35 PM   in reply to David Kastendick
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    David,

     

    They cannot open any file and get a message about security settings..?

     

    Files seem to send without any problems

     

    I don’t know if its on my side or theirs

     

    Regards

     

    Paul

     
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  • David Kastendick
    3,110 posts
    Apr 7, 2010
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    3. David Kastendick,
    Mar 21, 2012 3:06 PM   in reply to monostore
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    Good day Paul,

     

    The problem doesn't appear to be on your end or with SendNow, but with the specific PDF files.  Have you added any document-level security to your files, such as a password required to open the file?

     

    Kind regards,

    David

    Adobe Systems

     
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  • monostore
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    4. monostore,
    Mar 21, 2012 3:23 PM   in reply to David Kastendick
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    Hello David,

     

    Thank you for your prompt reply.

     

    I do not have any reason to add any security levels or passwords to the files which are basic PDFs.

     

    I can try sending you one to test out if you provide me with an email address

     

    Regards

    Paul

     
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  • David Kastendick
    3,110 posts
    Apr 7, 2010
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    5. David Kastendick,
    Mar 21, 2012 3:49 PM   in reply to monostore
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    Good day Paul,

     

    I was able to download and open the file you shared via SendNow (your receipt from the Adobe Store).

     

    The issue would appear to be on your recipient's end.

     

    Could you ask them for specifics about any error messages they may be receiving when they try to open your files?

     

    Hopefully we can provide them with a solution.

     

    Kind regards,

    David

    Adobe Systems

     
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  • monostore
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    6. monostore,
    Mar 21, 2012 3:57 PM   in reply to David Kastendick
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    No problem David..

     

    I will get more data and get back to you.

     

    Thank you for your prompt assistance

     

    Regards

     

    Paul

     
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