6 Replies Latest reply on Aug 12, 2010 5:38 PM by tomlynn

    Mac User Customers Having Trouble w/Reader Updates

    EquineLegal

      We are a legal forms provider.  Customers download our PDF forms from our website. Our newest forms are fillable, so they work only with Acrobat Reader 9.0 or higher.  As a result, a lot of our customers (who are generally not sophisticated computer users) have to update their Acrobat Reader to use them.  That doesn't seem to be much of an issue for our customers with PCs - after our customers install the latest version of Reader, they click on the PDF and it opens in the new version of Reader.

       

      BUT, our customers with Macs are having a consistent issue. After they upgrade to the latest version of Reader and click on the PDF to open it, their Mac still tries to use the old version of Reader to open the PDF.  When that happens, a dialog box pops up telling them they need to update their Reader software to use the PDF.  Our customers then call us in a rage, convinced that our forms "aren't downloading."   If/when we can get them to calm down, we walk them through saving the PDF, then opening the new version of Reader, then opening the PDF from within the new version of Reader.  That process does work. Unfortunately, about half of our customers aren't patient enough to allow us to help them through that process.  As a result, we're having to provide refunds AND pay our tech support staff to handle an increased call volume.

       

      Adobe, please help!!

       

      Rachel Kosmal McCart

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