RE: PDF Not Downloading for Some Users?

Subject: RE: PDF Not Downloading for Some Users?
From: Valerie Priester <hammerl -at- buffalo -dot- edu>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Mon, 01 Oct 2001 17:27:37 -0400

We had this problem about eight months back. Certain people were unable to
see select PDF files. We were unable to resolve the problem on our end,
however it seems to not have occurred for some time. (Or at least no one's
complaining for now!) The files came up consistently when viewed through
Acrobat itself, but IE 5 users occasionally had an inability to see them
(they got a blank screen). We had verified that the PDF files (AcroRead 4),
were saved identically, and had the same permissions. We verified that they
worked well viewed through Acrobat. We were able to, without signficant
consistency, duplicate the error. Some people saw them just fine, others
did not. The individuals in the building were using an Ethernet connection,
were using IE 5, Windows NT, and had no problems beforehand. The people
having problems were not clueless, and were actually rather skilled with
computers. They since have upgraded to IE 5.5 (and no higher for reasons I
will not elaborate on at this time), and it seems to have corrected the
problem. It sounds as if the problems we experienced are described in
TechNet, with the following URL:

I don't know if that's the same problem you're experiencing. Good luck.

Valerie Priester
hammerl -at- buffalo -dot- edu

--On Monday, October 01, 2001, 3:00 PM -0600 "Farwell, Peter"
<peter -dot- farwell -at- encorp -dot- com> wrote:

> As a former Technical Support Specialist, I would get more information
> from the folks having difficulty before drawing any conclusions. Go wide
> and work your way narrow. (this is basic, I know). If you have not been
> able to duplicate it and not everyone is having a problem, the issue must
> have a common thread among the remaining people. Start quizzing them as
> to their browsers, acrobat versions, methods for connecting to the web,
> etc.
> You might also check to see if the issue isn't also in how you have your
> permissions set in the FTP server. Maybe this is causing some problem. At
> my former company, we used to host our own website over a DSL and had
> Microsoft SBS (small business server) with the IIS (internet information
> server). There were menus within menus within menus and practically
> required a doctorate in CS to configure. Several times, the permissions
> in FTP hosed up our ability to distribute our files. Intermittent access,
> however, typically points to the end-user. Are you sure SOME people can
> access the PDF'S?
> Good Luck!

>> Some users, have reported that the PDF's won't open for them from our
>> web site. The symptom seems to be that when a user clicks on
>> a PDF link,
>> nothing happens. We've heard this complaint from multiple
>> people, so we
>> know it's not just one machine acting up.


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RE: PDF Not Downloading for Some Users?: From: Farwell, Peter

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