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Bev_Thompson
Participant
June 23, 2020
Question

Error when downloading from gmail - says file is open in another app or in use

  • June 23, 2020
  • 1 reply
  • 1953 views

When I try to download pdf files from gmail, I get an error message saying the document is open or in use by another application.  I have spent over 4 hours with Adobe tech support to no avail.  I uninstalled Creative Suite and reinstalled it.  I used the method from Abobe's web site.  I am about to give up on the product.  This is a new laptop, running Windows 10 pro.  I download dozens of files for my job and this is crazy making.  HELP!!!

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    1 reply

    AnandSri
    AnandSri
    Legend
    June 24, 2020

    Hey Bev!

     

    I hope you are doing well and sorry for the trouble you had.

     

    Are you getting this error message while downloading any PDF files from Gmail or is it with one specific PDF file?

     

    Try sending the email with the PDF attachment to a different email account such as Outlook etc, then try downloading the PDF file and check.

     

    Does this file name contain any punctuations/special characters in the name as other than an underscore does not work in the online version? Have the files sent to you has only letters or numbers?

    If it is specific to one PDF file and if you have received it from someone else, please ask the owner to rename the file and send it again.

     

    What is the workflow/steps you are taking to download the PDF file from Gmail?

    What is the current version of Acrobat or the freeware Adobe Reader installed? To identify, please take help from this article: Identify the product and its version for Acrobat and Reader DC

     

    Reboot the machine once, then repair the installation files of Adobe Reader once from the help menu>select repair installation, reboot the machine again, and check.

     

    Let us know how it goes and share your observations.

     

    Thanks,

    Anand Sri.

    [Edited response]

      B
      Bev_ThompsonAuthor
      Participant
      June 24, 2020

      Hi,  Answers below with your questions copied:

      1.  Are you getting this error message while downloading any PDF files from Gmail or is it with one specific PDF file?  Yes, it happens with almost all pdf files when downloading via gmail.

      2.  Does this file name contain any punctuations/special characters in the name as other than an underscore does not work in the online version? Have the files sent to you has only letters or numbers?  yes . . .only underscores are in the file name occasionally.

      3.  If it is specific to one PDF file and if you have received it from someone else, please ask the owner to rename the file and send it again.   Not specific to one file . . .it is a on almost all I receive (I am in HR and get a ton of resumes for example).

      4.  What is the workflow/steps you are taking to download the PDF file from Gmail?   I left click on the attachment and I get an Adobe Acrobat DC window that shows all previous files and with an error message that says the file is already open in another app or is in use.  Neither case is true.

      5.  Acrobat DC version 20.009.20067  I just uniinstalled it and reinstalled it a couple of days ago to see if that would fix things.  I did get a message this morning about updates but have not yet installed those.

      6.  I have worked with Support on this multiple times already.  Some of the support people are clueless and you can tell they are just guessing.  

      7.  This is a new computer with Windows 10 Pro.  When I first got it, I downloaded Reader and set that up as my default app for pdf files.  About a week later, I installed the full suite of Adobe Creative and changed the default app to Acorbat DC.  That's when the error message and download problems started.  As mentioned above, I have uninstalled and done a clean up as suggested in your Support pages.  Then I reinstalled it.  Still have the same issue.  My guess is that there is some registry bit somewhere that is not set correctly that is causing the confusion within the software.  I have spent literally hours with support trying to get this resolved.  I am not a happy camper.

       

       

      B
      Bev_ThompsonAuthor
      Participant
      June 30, 2020

      I received this email but I do not see the reponse it says I received in the thread.  I am referring to the question "Did it solve your problem".  The answer is no it did not.

       

       

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