Hi, recipients cannot view the file from the email link. Just get blank white page.

Hi Rose

Well if it is any comfort to you at all, I've been having exactly this issue since Friday (and posted a question on this forum about it - so far unanswered).  I am now convinced that this is down to an issue with Adobe's server rather than an issue with our machines.
Guess we just have to be patient until someone at Adobe twigs that something's not working for customers and  switches the server off and then on again! 

Steve

Hi,

I've tried to reproduce this problem, but so far all of the files that I've sent are showing up from the link.

Can you provide us with some details:

1. Are you sending Public or Private links?
2. What type of files are you sending?  Note that not all files are previewable (e.g. .zip files).
3. What type of computers/tablets are the recipients using?

I'll send you both private messages, requesting that you send me one or two of these links so that I can test them on my end.

Hello Bob

I am sending the files as Private links and they are all PDFs.

I cannot speak for my recipients, but I'm am experiencing the problem on both my desktop PC and my laptop.  Both are running Windows 7 and Internet Explorer 11.

I just forwarded one of the "broken" notifications to my iCloud mail account so that I could test it on my iPad (IOS8) and, lo and behold, the link works and I can see the preview document.

That seems to imply that this might be a Windows 7/IE 11 problem?    I've tried turning off firewall and virus protection software in case there was a conflict and then trying the link. That made no difference.

I've just sent you one of the affected links by PM.

Thanks for your attention to this - appreciated.

Steve 

Thanks, I got the link.  It opened fine on my Mac (Firefox, Chrome, and Safari).  I also tried with IE 11 on both Windows 7 and Windows 8.1, and the file previewed there, as well.

Do you have either Firefox or Chrome on your Windows 7 system? I would be interested to see how the links work there.

We're very interested in getting to the bottom of this problem, so any additional information you might be able to provide would be of value to us.

We've identified the problem which is happening for some, but not all, users (which explains why it was a bit hard to find). We hope to have it resolved soon; I will update this post as soon as it is.

That's good news Bob - thank you.        In the meantime I've amused myself by downloading Firefox and Chrome and trying them with one of my test messages. Same result - blank page.  But then you'd probably already guessed that!

Yes, unrelated to the browser. Issue had to do with certain user settings, which is why it was hard for me to detect initially.

We appreciate our users letting us know of issues through the forum!

Will you still let us know when it's finally resolved please Bob? 

Absolutely!

It should be fixed.  Please give it a try and let us know if any of your recipients are still seeing problems.

Thanks very much Bob. My test messages now preview perfectly.  Take the rest of the day off that man! 

Hi Rose

I've just sent another test document to myself.  It arrived in my Inbox about 30 seconds after I sent it. Maybe your speed issue is to do with your local internet bandwiidth/speed or your email service provider rather than an issue with Adobe's server?   I suppose you might test this by emailing a document to a colleague (or even yourself) without using Adobe Send and seeing how long it takes to arrive?

Steve

PS: And if it is a local problem rather than an Adobe Send issue it might only be you who doesn't get the link quickly.  The experience for your clients could be completely different.

I hope you get it sorted Rose.  Maybe Wizard Bob can work his magic again! 

Sounds like it could well be Rose.  It might also be worth getting your tech guy to look at your corporate firewall/virus protection software - sometimes traffic is slowed considerably by security software.   

What you would need to do is examine the headers in the email to see where the delays are occurring. How to view these headers depends on your email client. In Outlook, there is a View Source option that will show something like this:

Received: from BY2PR02MB202.namprd02.prod.outlook.com (10.242.232.22) by CO1PR02MB208.namprd02.prod.outlook.com (10.242.165.150) with Microsoft SMTP Server (TLS) id 15.1.6.9 via Mailbox Transport; Tue, 28 Oct 2014 06:12:57 +0000

Received: from BY1PR0201CA0026.namprd02.prod.outlook.com (25.160.191.164) by BY2PR02MB202.namprd02.prod.outlook.com (10.242.232.22) with Microsoft SMTP Server (TLS) id 15.1.6.9; Tue, 28 Oct 2014 06:12:55 +0000

Received: from BY2FFO11FD053.protection.gbl (2a01:111:f400:7c0c::111) by BY1PR0201CA0026.outlook.office365.com (2a01:111:e400:4814::36) with Microsoft SMTP Server (TLS) id 15.1.6.9 via Frontend Transport; Tue, 28 Oct 2014 06:12:55 +0000

Received: from mx1-out4.phx1.jivehosted.com (204.93.64.117) by BY2FFO11FD053.mail.protection.outlook.com (10.1.15.190) with Microsoft SMTP Server (TLS) id 15.0.1049.20 via Frontend Transport; Tue, 28 Oct 2014 06:12:54 +0000

Received: from adobe-v7-wa08.m2phx1.jivehosted.com (lbs1.phx1.jivehosted.com [10.160.3.6])    by mx1-out4.phx1.jivehosted.com (Postfix) with ESMTP id 3375D94107B    for <boxxxxxx@adobe.com>; Tue, 28 Oct 2014 06:12:54 +0000 (GMT)

It's then a matter of examining the times to see where the delays are.

All still working okay for me - but given the seemingly randon nature of the original issue this probably isn't significant [climbs back into box....[.

Hi Rose,

Could you try clearing your web browser's cache and trying to view the documents again? If you need help doing this let me know which web browser you are using (Firefox, Chrome, Internet Explorer, etc.) and I will send you instructions.

-Alex

It wasn't as 'random' as it might've appeared.  The engineers were able to identify the specific problem that was inadvertently introduced late last week and release a fix for it on Monday.

Rose, I'll reach out to you privately for more information.