PDF does not open after uploading into Connect

Report · Oct 25, 2012

I was helping with 2 Adobe Connect sessions 2 days ago and several PDFs that were earlier uploaded into the class could not open. The error message was "The selected document could not be retrieved. Please try uploading the document again." We encountered the same message when uploading some PDFs and we had to repeatedly try again until Connect evenutally allowed the files to be uploaded. The PDF files opened nicely when we tested at the point of successful upload. They fail to open the next day during class.

Any input on this?

Thanks in advance,

Ivy

Report · Oct 25, 2012

Why did they need to be re-uploaded? Once you upload something to a Connect room, it should be available to use again whenever you want, unless it is specifically deleted.

Did you try uploading the PDF to the Content library first, and then pulling it into the room from there?

Report · Oct 25, 2012

We had to re-upload because the error message says "The selected document could not be retrieved. Please try uploading the document again." when we tried to upload that into Connect the very first time. Repeated trying will eventually get the PDF uploaded. We then tried to open and close the PDF from there and it was perfect. However, the next day, when the class was in progress, many of the PDFs could not open, the same error message appeared. We had to share screen for those presentations. May be, I should have uploaded it into the content library first and then pulling them into the room. Thanks.

Report · Oct 25, 2012

Make sure there are no security permissions on the document or graphics other than simple images.

If the document was uploaded and then unable to retrieve, then it sounds like it was removed from the server, but still in the history of the Share pod.

Not sure about why the document wouldn't upload, that may be something that Adobe would need to look at.

Report · Oct 25, 2012

Thanks Jorma, we also don't know why the PDFs won't upload. Repeatedly we tried to upload the same PDF, finally, it worked but there is something else I did not mention. The PDF if it finally uploads creates multiple "instances" of the same file at the back end. These "instances" of the file have long numbers preceeding them. It appears as if Connect did upload the file each time the error message was flashed. We ended up with a lot of files with long numbers preceeding them. The Connect admin deleted those instances, leaving only the uploaded files with original file names without preceeding numbers being added. Not all PDFs won't upload, some uploaded easily the 1st time we do an upload. The PDFs did have a formatted table but no graphics and nothing else complex. Some of the PDFs were generated from Word Documents made in Mac instead of PC. I'm not sure if that has got anything to do with the problem. I thought a PDF is a PDF regardless of whether the original document came from PC or Mac.

Thanks anyway for your suggestions. They were helpful. We might want to take this issue up with Adobe.

Report · Oct 25, 2012

PDFs created with Mac vs. PC shouldn't matter. Sometimes it is the content, sometimes it is security settings, sometimes it is just bandwith. Adobe may be able to look at the logs to identify what the issue is.

The numbers preceeding is because there are multiple objects that were uploaded with the same name, so the numbers make the names different.