client can open PDF's when I send them, but not when my colleague sends them.

[scottd14286558]

Odd one this that I couldn't find a solution to with a google search.

A number of our clients have reported they cannot open PDF's when sent from my colleagues machine.

When I send the same PDF's to the same clients from my machine, they are able to open them no problem.

They're being emailed via Outlook on Office 365, on a Windows 10 machine, if that has any bearing at all.

thanks,

S

[Test Screen Name]

What exact symptoms and exact message are seen with the problem files?

[scottd14286558]

"Adobe Acrobat Reader could not open 'FILE NAME.pdf' because it is either not a supported file type or because the file has been damaged (for example, it was sent as an email attachment and wasn't correctly decoded).

Now, this file is on a shared external HDD, and I can send the exact same file to a client (not a copy of, the exact same file from the same location) and they can open it no problem.

Thanks!
S

[try67]

It's possible the email server corrupts the PDF file by encoding it

incorrectly.

On 17 January 2018 at 15:44, scottd14286558 <forums_noreply@adobe.com>

[scottd14286558]

We are both sending from the same email account (ie sales@domain.com) just from seperate machines; perhaps the Outlook configuration on his machine..?

[gkaiseril]

But are the email settings the same for both of your systems?

Especially check the allowed attachments on each system.

If the PDFs are put in a Zip file and sent there should be no problem since email systems know how to handle the Zip file type.

[scottd14286558]

Where am I looking for the "allowed attachments" setting?

Cheers,

S

[Test Screen Name]

One thing to try is to have the "bad" file mailed back to you. Does it open? If not, what has happened to it. Compare sizes - is it bigger or smaller?

[try67]

Also, open it in a plain-text editor. Does it begin with "%PDF-1.4" (or a

similar number)? If not, the file is corrupt.

On 17 January 2018 at 17:10, Test Screen Name <forums_noreply@adobe.com>

[scottd14286558]

It reduces in size.

[Test Screen Name]

Ok, clearly something has changed or damaged the file. It can’t change size and still be what was sent. The next step may be to see what has happened to it (for example, is it still a PDF but broken, or replaced by something else). Please open the bad file in Word (may fail) or Notepad and copy/paste the FIRST FEW lines you see into a reply.