Blocked from downloading a PDF that I paid for; Adobe's auto bot is unhelpful

[williamd89979732]

After several days it is plain that Adobe will not allow me to pose this issue to a person who will not first look to see if I have an active account. In other words, even though they have control over a product that I paid the creator for, Adobe will not allow me to get it. (I leased inDesign for the 2.5 years it took to get a book laid out and saved in hard copy files, but I can not afford to support Adobe every month; I am a retired professor, not a professional digital worker.)

Meanwhile, I have contacted the people I paid for it, but their very low level of sophistication about such things has them erroneously believing that since it is their content, and I bought a copy, I should be able to download it. They clearly do not understand the danger of doing business with Adobe.

This is the 5 point question I posed that Adobe ignores. If any of you know of any way to get past this stonewall, please let me know.

Case Number:  ADB-27837060-Q7L8

Issue:  Guidance with Product/Project

1. I do not have a current account with Adobe, so do not even look

2. My ONLY question is this: I PAID FOR a copy of a PDF. Morehouse School of Medicine, however, let you control their product.

3. I do not seem to be able to download the thing I paid for

4. Is there a way I can, or, if not, simply state plainly that you will not allow me to download it so I can present that to my Wellness doctor.

5. Thank you.

[williamd89979732]

The problem: My Wellness M.D. has a PDF book for a class. I can buy hardcopy or (she says) download. I chose download. The medical school has it in Adobe’s cloud.

After I paid, I received this URL for the download:

https:// u15530258.ct.sendgrid.net/ls/click?upn=fFOwSBQPyxIp0933mnwJoLXEFgd0Z17Ry-2FV6kd35043MdTTpNs0EfTm3fk5htiZgBVdva5nrQYw-2BOCTquNIkZFtJppqaiAgEuI9WoulO7t2APTZrA1HN1xhOOxGr8L2LtdzPdDMgSUxkHI9GxyAxQrvphHieiW4nf8V1KEF2eSU-3De4GI_Eeaet7eONlRz3Yg9hianRF4gj6POZCSQyHcnMpxC3FG3WkGc-2FeTOPphf57UWZSHPwoxscw4rTmrfJF4Sxe4FN6V9LzAB44mGExL58w4q7-2FWDog3kWq82QmjsHQkbQhonNE1P3SiFLMGeKEh2BztiC-2BP4sabGqJr7Ut7B-2Bhl9-2FOZjQ5kmGDLLmzP9Z2AN62K5veSUT4zwVmcoKEOgeqU-2F4UWSWEygnDQ-2F9sdg6tffm4W1yNoYwN68g28IHHG4PPh9

When it opens, I see the PDF, but when I Save it, I get the document and accompanying folder of an HTML download instead of a PDF. SEE ATTACHMENT

When I tried to get thorugh to a person, Adobe’s AI would not permit me to go any farther if I could not provide an email to an active account (meaning they get money from me every month).

After wasting time trying to get past a one-trick AI, I came to the Community.

I TRIED POSTING AND GOT THIS ERROR MESSAGE:

Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.

I HAVE NOW “BROKEN” THE LINK BY INSERTING AN EARLY SPACE, BUT HERE IS THE URL AFTER IT GETS PROCESSED:

https://acrobat.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A1a5ef27d-2a29-4bc6-803d-8357ac09f2...

[Test Screen Name]

Please explain what you mean by "I do not seem to be able to download the thing I paid for".

From that it doesn't seem to be anything to with Adobe, but you have a good reason to say it is. So please share what happens (without any personal info). If you get any error messages, share them in full (except personal info). 

By the way, to use Acrobat Reader you DO need an account - it will keep asking you to sign in. An account is free. So this is not a requirement from Adobe to pay for anything.  

[kglad]

@Test Screen Name and @try67 

this has nothing to do with acrobat. 

the op is unable to access the link to open/download a book.  you can check the op's history to see the link yourself and open and download the book yourself.

apparently you only need to be signed in or you need a complient browser to access.

to @williamd89979732 

try clicking your book link from a different browser.

<moved from acrobat>

[williamd89979732]

Please read farther than wherever you stopped and made your assumptions, because you are solving a problem that does not exist.

[williamd89979732]

I can read it online. While I do have an Acrobat logon, I don't need it because the file lives on Adobe's cloud, not on my hard drive. Which is the problem I am trying to end.

[kglad]

no matter what file type it looks like while you're saving go ahead and save it.

using a file browser after the save, what do you see is saved?

[williamd89979732]

The problem: My Wellness M.D. has a PDF book for a class. I can buy hardcopy or (she says) download. I chose download. The medical school has it in Adobe’s cloud.

After I paid, I received this URL for the download:

https:// u15530258.ct.sendgrid.net/ls/click?upn=fFOwSBQPyxIp0933mnwJoLXEFgd0Z17Ry-2FV6kd35043MdTTpNs0EfTm3fk5htiZgBVdva5nrQYw-2BOCTquNIkZFtJppqaiAgEuI9WoulO7t2APTZrA1HN1xhOOxGr8L2LtdzPdDMgSUxkHI9GxyAxQrvphHieiW4nf8V1KEF2eSU-3De4GI_Eeaet7eONlRz3Yg9hianRF4gj6POZCSQyHcnMpxC3FG3WkGc-2FeTOPphf57UWZSHPwoxscw4rTmrfJF4Sxe4FN6V9LzAB44mGExL58w4q7-2FWDog3kWq82QmjsHQkbQhonNE1P3SiFLMGeKEh2BztiC-2BP4sabGqJr7Ut7B-2Bhl9-2FOZjQ5kmGDLLmzP9Z2AN62K5veSUT4zwVmcoKEOgeqU-2F4UWSWEygnDQ-2F9sdg6tffm4W1yNoYwN68g28IHHG4PPh9

When it opens, I see the PDF, but when I Save it, I get the document and accompanying folder of an HTML download instead of a PDF. SEE ATTACHMENT

When I tried to get thorugh to a person, Adobe’s AI would not permit me to go any farther if I could not provide an email to an active account (meaning they get money from me every month).

After wasting time trying to get past a one-trick AI, I came to the Community.

I TRIED POSTING AND GOT THIS ERROR MESSAGE:

Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.

I HAVE NOW “BROKEN” THE LINK BY INSERTING AN EARLY SPACE, BUT HERE IS THE URL AFTER IT GETS PROCESSED:

https://acrobat.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A1a5ef27d-2a29-4bc6-803d-8357ac09f2...

[Jeffrey_A_Wright]

William, I am sorry that you are unable to download a PDF file. Please respond to the questions asked in this discussion so that more assistance can be provided.  Who did you purchase the PDF file from?  Do you receive a specific error message in Acrobat when trying to open or download your purchase?

You can also use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to update your active support case ADB-27837060-Q7L8 regarding the same question in your original post.

Moving this discussion to the Acrobat forum.

[williamd89979732]

Why does no one read full posts?

Bought from Morehouse School of Medicine.

The medical school foolishly assumed that Adobe's assurances that the document would be accessible was true and thereby sent me the link after I paid.

As I've said in the second or third response last week or week before: I worked with a publisher copy editing, designing, laying out and producing hard copy files of a book, renting inDesign for about 20 months in the process. I fully understand that years ago Adobe moved to a model that would require monthly money from anyone doing any production with their software.

What I need is for them to give me a clear statement that I know will show the people at the medical school not only that they do not have control over the distribution as they think they do, but also to show them that they need to stop giving Adobe monthly money and store a copy on their computer and send it themselves to people who pay for it. Understandably, Adobe would not want a cash cow to go dry.

[Jeffrey_A_Wright]

William, I understand that you are encountering problems opening a PDF file you purchased that is stored within Document Cloud. Unfortunately, support case ADB-27837060-Q7L8 has now closed because we did not receive a response.

I would encourage you to begin a new chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen and then use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you have any additional unanswered questions about purchases. If you cannot establish a chat session, William, please click View other Contact Options in the top left-hand corner of the chat window to be given a phone number that is accurate for your country. 

I know this is a frustrating situation, William. Please be patient and continue to utilize the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to provide any clarification about who the PDF was purchased from, who manages the content, any needed invoices, or any other follow up that is required.

The support case will automatically close, so if you do not receive an e-mail notification, then please check the support portal each day so that you do not miss any crucial questions, William.

[kglad]

@Jeffrey_A_Wright 

the op can open the pdf.  the op needs help on how to download the pdf once they view it in their browser.  ie, this is a "tech savviness" issue, not a pdf, adobe issue.

[Jeffrey_A_Wright]

Thanks, Kglad!

[williamd89979732]

I hope you understand now that this has nothing at all to do with Acrobat. I opened and signed into Acrobat but, guess what: without a PDF Acrobat had nothing to open.

Are you telling me that the URL you provide here will actually get me into an actual chat?

I ask because the AI does not allow me to begin a chat with a person UNLESS I HAVE AN ACTIVE ACCOUNT. 

Since I am having to bring so many people up to speed, I am pasting a full explanation here:

The problem: My Wellness M.D. has a PDF book for a class. I can buy hardcopy or (she says) download. I chose download. The medical school has it in Adobe’s cloud.

After I paid, I received this URL for the download:

https:// u15530258.ct.sendgrid.net/ls/click?upn=fFOwSBQPyxIp0933mnwJoLXEFgd0Z17Ry-2FV6kd35043MdTTpNs0EfTm3fk5htiZgBVdva5nrQYw-2BOCTquNIkZFtJppqaiAgEuI9WoulO7t2APTZrA1HN1xhOOxGr8L2LtdzPdDMgSUxkHI9GxyAxQrvphHieiW4nf8V1KEF2eSU-3De4GI_Eeaet7eONlRz3Yg9hianRF4gj6POZCSQyHcnMpxC3FG3WkGc-2FeTOPphf57UWZSHPwoxscw4rTmrfJF4Sxe4FN6V9LzAB44mGExL58w4q7-2FWDog3kWq82QmjsHQkbQhonNE1P3SiFLMGeKEh2BztiC-2BP4sabGqJr7Ut7B-2Bhl9-2FOZjQ5kmGDLLmzP9Z2AN62K5veSUT4zwVmcoKEOgeqU-2F4UWSWEygnDQ-2F9sdg6tffm4W1yNoYwN68g28IHHG4PPh9

When it opens, I see the PDF, but when I Save it, I get the document and accompanying folder of an HTML download instead of a PDF. SEE ATTACHMENT

When I tried to get thorugh to a person, Adobe’s AI would not permit me to go any farther if I could not provide an email to an active account (meaning they get money from me every month).

After wasting time trying to get past a one-trick AI, I came to the Community.

I TRIED POSTING AND GOT THIS ERROR MESSAGE:

Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.

I HAVE NOW “BROKEN” THE LINK BY INSERTING AN EARLY SPACE, BUT HERE IS THE URL AFTER IT GETS PROCESSED:

https://acrobat.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A1a5ef27d-2a29-4bc6-803d-8357ac09f2...

[williamd89979732]

If I do not have the PDF file, why would opening Acrobat make any difference?

[Test Screen Name]

I think the big problem here is that the original poster has a problem (probably but not definitely a simple not knowing how to download correctly) but has decided on the cause ("Adobe want money"). He or she will not be diverted into actually looking at the problem or giving actual details, or a screen shot, just keeps insisting they know the solution ("pay Adobe") but want us to make this imagined problem go away (Beat Adobe until they change all their systems?). 29 replies for such a simple problem??

[kglad]

@Test Screen Name 

yes, there are erroneous conclusions compounded by poor explanations compounded by weak basic knowledge.

but i have a grasp on what's going on (finally).  now, getting the op focused (especially after a number of extraneous posts both by myself and everyone else) is needed.

[williamd89979732]

  

The problem: My Wellness M.D. has a PDF book for a class. I can buy hardcopy or (she says) download. I chose download. The medical school has it in Adobe’s cloud.

After I paid, I received this URL for the download:

https:// u15530258.ct.sendgrid.net/ls/click?upn=fFOwSBQPyxIp0933mnwJoLXEFgd0Z17Ry-2FV6kd35043MdTTpNs0EfTm3fk5htiZgBVdva5nrQYw-2BOCTquNIkZFtJppqaiAgEuI9WoulO7t2APTZrA1HN1xhOOxGr8L2LtdzPdDMgSUxkHI9GxyAxQrvphHieiW4nf8V1KEF2eSU-3De4GI_Eeaet7eONlRz3Yg9hianRF4gj6POZCSQyHcnMpxC3FG3WkGc-2FeTOPphf57UWZSHPwoxscw4rTmrfJF4Sxe4FN6V9LzAB44mGExL58w4q7-2FWDog3kWq82QmjsHQkbQhonNE1P3SiFLMGeKEh2BztiC-2BP4sabGqJr7Ut7B-2Bhl9-2FOZjQ5kmGDLLmzP9Z2AN62K5veSUT4zwVmcoKEOgeqU-2F4UWSWEygnDQ-2F9sdg6tffm4W1yNoYwN68g28IHHG4PPh9

When it opens, I see the PDF, but when I Save it, I get the document and accompanying folder of an HTML download instead of a PDF.

When I tried to get thorugh to a person, Adobe’s AI would not permit me to go any farther if I could not provide an email to an active account (meaning they get money from me every month).

After wasting time trying to get past a one-trick AI, I came to the Community.

I TRIED POSTING AND GOT THIS ERROR MESSAGE:

Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.

I HAVE NOW “BROKEN” THE LINK BY INSERTING AN EARLY SPACE, BUT HERE IS THE URL AFTER IT GETS PROCESSED:

https://acrobat.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A1a5ef27d-2a29-4bc6-803d-8357ac09f2...

After wasting time trying to get past a one-trick AI, I came to the Community.

[try67 · Accepted solution]

In screenshot #1, next to the Link tool there's a button with an ellipsis icon (not shown in the actual screenshot, you cut it off just before it). Click it and then select "Download this file":

[williamd89979732]

Thank you! Gee, what an "intuitive" and "obvious" place to put such a command!

As far as "all Adobe wants is money," I still see how my own experience does not demonstrate that claim; hell,, they use free assistance through this community rather than waste time or energy to inform people like those at the medical school how to send ptaients to the download. (It would take money for Adobe to provide "free" assistance; why do that when you can drum up civilian acolytes?)

From first dealing wth Adobe beginning in the 1980s and most recently, 4 years ago, leasing inDesign for two years while producing a book, the present obtuse and obscure download method, and their unwillingness or lack of foresight or insight to inform the inexperienced user (Morehouse Medical School) how to pass along the download instructions. There was something like a 15 year gap between the previous editing/layout work (using PageMaker) and some experience with Illustrator (but mainly Freehand), when I had to use the monthly leased inDesign. 

The contrast in business practice between the 1990s and 2010s was stark, and is what, through experience, demonstrated to me where the company's business plan had become.

(Now, of course, almost all U.S. business has moved or is now moving to the same or similar plan.)

[williamd89979732]

Oops. Instead of "I still see how my own experience does not demonstrate," I meant to write "I still see how my own experience does not fail to demonstrate"

[kglad]

@williamd89979732 

open the pdf in your file browser.

no matter what file type it looks like while you're saving, go ahead and save it to a new directory.

using a file browser, open that new directory after the save. what do you see is saved?  (a copy and pasted here screenshot would be helpful.)

[williamd89979732]

When it opens, I see the PDF, but when I Save it, I get the document and accompanying folder of an HTML download instead of a PDF. SEE ATTACHMENT

[davids65478741]

This is almost a year old, but I had a similar problem and posting what worked for me. Got a new Mac and all my settings were gone. It's a Chrome thing. Here's a link that solved it.

https://www.howtogeek.com/721441/how-to-download-pdfs-instead-of-previewing-them-in-chrome-firefox-a... 

[williamd89979732]

I eventually figured it out.
I do not recall exactly what, but I do recall that Adobe's way to download the file had an expectation or two that was not included in the instructions.