3 Replies Latest reply: Jul 25, 2013 8:12 AM by bob.treitman RSS

    File will not send, screen greys out giving "upgrade" feature as only option

    B H 666

      Trying to send a 17MB file as I have done several times previously over the past year or so, but this time everything stops when I hit "Send Now". The only options available on the screen are ones to upgrade which I don't want to do, and there is no "X" to cancel the upgrade message.

        • 1. Re: File will not send, screen greys out giving "upgrade" feature as only option
          B H 666 Community Member

          After doing an afternoon of research, finally came across another query regarding SendNow not working which was answered by explaining that the desktop version is no longer available. Why on earth would you not have reconfigured the SendNow page to reflect this instead of allowing one to proceed as always and have the application appear to stall without explanation? Just remove the free option completely so a person doesn't have to waste all this time until it becomes apparent that the "upgrade" is now the only option available. What an unnecessary waste of time.

          • 2. Re: File will not send, screen greys out giving "upgrade" feature as only option
            bob.treitman Employee Hosts

            The problem is unrelated to our decision to no longer distribute the SendNow Desktop Application. Those users who have the Desktop App should be able to use it without problems.

            There is a problem with a very small number of users that we are trying to understand. It is affecting both Free and Paid users, and impacts their use of the Desktop App as well as the Web client.

            Upgrading will most likely NOT change the behavior, though I can't say that for sure. We are working on getting to the bottom of the problem, and ask you to bear with us while we do.

            What we know is that it is account-specific.The vast majority of users are not affected as far as we can tell. We are virtually positive that is not related to the browser, OS, or Flash Player. What we don't yet know is why this small group of users is having this problem.

            It would help us is to know the Adobe IDs of as many affected users as possible. If you are encountering this issue, please send an email to sendnow_feedback@adobe.com to let us know your Adobe ID and when the problem started happening. Do NOT post your Adobe ID in this public forum.

            • 3. Re: File will not send, screen greys out giving "upgrade" feature as only option
              bob.treitman Employee Hosts

              The problem should be resolved. Please let us know if you are still experiencing the problem by sending an email to sendnow_feedback@adobe.com.

              Please accept our apologies for the inconvenience.