Issues with sharing files in ID with clients. They keep getting an error message.

[jenhiggins21]

From what I understand, clients you're sharing a file with for comments/review don't have to have an Adobe Creative Cloud account. I've tried to share a file multiple times with my client via 'invite' and they get the email but are getting error messages when they click through. One message they received when they clicked the link said 'no synced files' after they logged in (not sure to what) and even saw the pdf. Another said 'error 500 internal server error'. Am I doing something wrong? I've read all the instructions https://helpx.adobe.com/indesign/user-guide.html/indesign/using/share-and-collaborate.ug.html. Maybe the issue is with our firewall? Appreciate any advice!

[Ian Sayers]

Interesting - unfortunately most of the time it is issues with a Firewall not letting people connect to Adobe servers to view the file. Internal server error is very odd.

If you would like i can set up a demo document and share it to you and your clients for testing ? To help narrow this down more.

[jenhiggins21]

Thanks for your input. I'll check with my IT dept for troubleshooting and reply back if I need a test. Appreciate it!

[JennyKlee]

I am having the same problem. The only way my client can see and comment the document is if they are NOT logged in with their Adobe ID. We were using InDesign review since it released with no problems and then we had this issue in the fall and after alot of effort found a work around to making the files set to public rather than private. Now that doesn't even work - seems to have broken again. The only way it sort of works like it used to is to export a pdf, open the pdf and upload it for comment. But the comments don't flow back into the document like it does with review.

In our case it is not a firewall situation... we are currently working from home.