Creative Cloud file sharing issue

Community Beginner ,
Aug 12, 2014 Aug 12, 2014

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Hi all,

I'm trying to the Creative Cloud file sharing service to send files to clients.

I often get responses that the download link doesn't work.

When I try the link, it works, even when I'm not signed in to my Creative Cloud account.

In my opinion this could be a browser or an operating system issue.

I'm using Safari on OS X and I guess I can safely assume that most of my clients are on Windows OS.

Does anybody know of any issues that could cause such a behavior?

Thanks in advance,

Eli

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Explorer ,
Aug 12, 2014 Aug 12, 2014

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I can only think that the email introduces a bad line break for them. How do you share the link with them? Can you send me an invite to a file that is not sensitive to share to try? I am on Windows 8.

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Community Beginner ,
Aug 12, 2014 Aug 12, 2014

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Usually I send the links using OS X's mail application.

Today I tried using the built-in send option on the Creative Cloud website and it didn’t work.

Here’s a link to a file I uploaded to test this: http://adobe.ly/Vi0anF

Wolfgangihloff, I don't have your email address to send you the link.

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Explorer ,
Aug 12, 2014 Aug 12, 2014

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You can reach me at ihloff@adobe.com

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Explorer ,
Aug 12, 2014 Aug 12, 2014

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Do you know which email client your customers use? Maybe certain versions of Outlook or other Email clients behave in a way that it makes things not working.

I guess I can suggest just to send the link above in a plain text email.

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Community Beginner ,
Aug 12, 2014 Aug 12, 2014

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I don't know which mail client they. It's actually not the same client all the times.

I sent the link to your email.

It seem to be bouncing back from the address you gave.

I cannot send you the link.

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Explorer ,
Aug 12, 2014 Aug 12, 2014

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I have not gotten an invite yet. http://adobe.ly/Vi0anF opens fine in Internet Explorer 10 on Windows 8.

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Explorer ,
Aug 12, 2014 Aug 12, 2014

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I got the invite and it works. I cannot reproduce it with IE 10. Sorry I cannot be of more help, maybe someone else has an idea what this is about.

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Adobe Employee ,
Aug 12, 2014 Aug 12, 2014

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Hi Eli,

The example link worked okay for me on Windows 7. I don't think the issue you describe is something which would affect all clients. How many clients have reported the issue? Are they all from a particular company? When you do get these reports I would try to collect more info. These questions might help

  • Is the link opening a webpage for you?
  • Do you get any kind of error message when trying to access the webpage with the download?
  • Are you attempting to access the download from a Windows or Mac computer rather than a cellphone or tablet?

These might be some basics to help you work with the client to narrow down the issue.

- Dave

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Community Beginner ,
Aug 13, 2014 Aug 13, 2014

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Hey wolfgangihloff, thanks for trying. Much appreciated.

Dave, this happens only with some of my clients.

To some, I send the link and everything goes well.

I've at least 3 customers I can remember reporting that "they're not able to download" the file.

I must admit it could well be a case of technical difficulties on their behalf and is something that has nothing to do with the Creative Cloud system at all.

I know the right thing to do is to get more info from them and I do know which questions to ask.

The fact is that I don't feel comfortable with questioning them and asking them to try to download the file again and again.

I need to provide a good and easy service, so I just use another one that works for them (although I'd rather use Creative Cloud).

I presented my question here in case someone stumbled upon any incompatibility with certain browsers or operating systems.

Eli

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