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D
debbied40211213
Participant
March 30, 2015
Answered

My recipient is getting response that the file I sent is not available or they are unable to open any files that I send.

  • March 30, 2015
  • 3 replies
  • 1547 views

My recipient is getting response that the file I sent is not available or they are unable to open any files that I send.  I did not have this problem in the previous version of Adobe Send.

This topic has been closed for replies.
Correct answer Amiable_contributors1587

We've seen this happen when the link that you're sending gets broken up in the recipient's email.

Are you using Anonymous or Personalized links? If Anonymous, how are you sending the link to your recipient?

If your recipient sends the link back to you, can you open the file from it?

3 replies

R
Randy27368727g5jh
Participant
November 30, 2022

I have this happen with simple attachements from one page to five pages to recipents that I have been sending to weekly for years 

 

rebeccah765
rebeccah765
Participant
October 4, 2022

I have this happening even when the recipient use copy and paste to view the file.  I never see a "View File" button to use.   I use Adobe Acrobat Pro and my email is Outlook.  I do not know what recipients are using.  Happens to multiple recipients.  I have sent myself the link with success at times and "unable to open file" or "file unavailable" at others.

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
October 7, 2022

Hi rebeccah765,

 

Thank you for reaching out.

 

Would you mind sharing more details about this issue?

- Did you notice if this happens with particular files? 

- Share the workflow you use to share the PDF with others and a sample PDF on which the issue occurs.

- Share Acrobat and OS versions in use.

 

Thanks,

Meenakshi

Amiable_contributors1587
Amiable_contributors1587Correct answer
Participating Frequently
March 30, 2015

We've seen this happen when the link that you're sending gets broken up in the recipient's email.

Are you using Anonymous or Personalized links? If Anonymous, how are you sending the link to your recipient?

If your recipient sends the link back to you, can you open the file from it?

D
debbied40211213Author
Participant
March 30, 2015

I sent as a personalized link.  When the recipient forwarded the email to me and said they were unable to access the files, I clicked on the link and was able to open the files.  He received my email in Outlook and said when he clicked the link he got a white screen and it said "Not Available".  I took the files to him on disk and suggested he attempt copying the link from the email and then pasting into his internet browser to see if that worked, but I have not received a response regarding that yet.

Amiable_contributors1587
Amiable_contributors1587
Participating Frequently
March 30, 2015

Thanks for replying.

If he's reading the email in Outlook, that shouldn't break up the links.

Do you know: is your recipient clicking on the View File button or the URL link?

Lastly, if the file you're sending is not confidential, would you mind sharing it with me so that I can try to reproduce your recipient's issue? I will send you my email address privately.

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