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Cannot download PDF attachement

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Kate Gardner

26 Jan, 2011 04:17 PM

Hi there,

We can't seem to download PDF's that have been uploaded to our Lighthouse tickets (other doc types seem fine). The PDF’s appear to be downloading, yet only a black page is rendered. See example below:

http://s3.amazonaws.com/activereload-lighthouse/assets/ac80e0118e08...

Would someone be able to advise?

Many thanks,
Kate

1. 1 Posted by Nicole on 26 Jan, 2011 04:54 PM

   

   What ticket is that associated with?

   Thanks,
   Nicole

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2. 2 Posted by Kate Gardner on 26 Jan, 2011 05:06 PM

   

   Hi Nicole,

   Thanks for getting back so quickly. Here are two example tickets:

   https://contiki.lighthouseapp.com/projects/10636/tickets/338
   https://contiki.lighthouseapp.com/projects/10636/tickets/339

   Thanks for taking a look,
   Kate

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3. 3 Posted by Nicole on 26 Jan, 2011 05:18 PM

   

   Kate -

   Both links were viewable and downloaded fine for me through the Lighthouse UI. I'm using Firefox on a Mac. Are you trying to download directly from the link? The link requires your Lighthouse credentials to work. Linking to it directly won't work. It's possible the size of the documents made it take a little longer for our attachments processing to deal with, so if you tried to download right away it wouldn't have been done yet.

   Let me know if you can download now.

   Thanks,
   Nicole

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4. 4 Posted by Kate Gardner on 26 Jan, 2011 05:51 PM

   

   Hi Nicole,

   Just tried again and it's working like a charm now.
   

   Thanks,
   Kate
   

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5. 5 Posted by Nicole on 26 Jan, 2011 07:36 PM

   

   Great!

   Let us know if you have any other questions.

   Thanks,
   Nicole

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6. Nicole closed this discussion on 26 Jan, 2011 07:36 PM.

7. Kate Gardner re-opened this discussion on 28 Jan, 2011 05:53 PM

8. 6 Posted by Kate Gardner on 28 Jan, 2011 05:53 PM

   

   Hi Nicole,

   The issue seems to have cropped up again. Two of us here in the office have just tested it in Firefox and IE. Any idea what may be going on? Has anyone else reported an issue with downloading PDF's?
   

   Many thanks,
   Kate

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9. 7 Posted by Nicole on 28 Jan, 2011 06:31 PM

   

   No, we haven't had any other reports. What ticket are you having issues with?

   Give us the link and we'll take a look.

   Thanks,
   Nicole

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10. 8 Posted by Kate Gardner on 31 Jan, 2011 11:59 AM

    

    Hi Nicole,

    Thanks for following up. The PDF download issue seems intermittent. Just after your reply Friday, I tried again with no issue so thought I'd try back Monday morning before closing the ticket. I seem to be having the same issue as before where a black document is all that displays. I've tried dowloading a PDF from another site with success, so don't think it's a browser issue.

    Thanks for taking a look (same links as above),
    Kate

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11. 9 Posted by Nicole on 31 Jan, 2011 05:36 PM

    

    Kate -

    Depending on the size of your document, it may take longer for the attachment to be processed. While the attachment is being processed the thumbnail is available but the full document is not. When you're experiencing this issue is it immediately after uploading? Can you guesstimate on time between upload and trying to access?

    Thanks,
    Nicole

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12. 10 Posted by Kate Gardner on 31 Jan, 2011 05:51 PM

    

    Hi Nicole,

    I've just tried it again and am unable to open a PDF that was attached to a ticket last Wednesday. Do you know what else may be causing it?

    Thanks,
    Kate

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13. 11 Posted by Nicole on 31 Jan, 2011 05:54 PM

    

    Can you give me a link to the ticket/comment in question?

    Thanks,
    Nicole

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14. 12 Posted by Kate Gardner on 31 Jan, 2011 05:56 PM

    

    These are the two:

    https://contiki.lighthouseapp.com/projects/10636/tickets/338
    https://contiki.lighthouseapp.com/projects/10636/tickets/339

    Thanks.

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15. 13 Posted by Nicole on 31 Jan, 2011 06:12 PM

    

    Kate -

    How are you trying to download/access these attachments? What browser are you using? I'm using Firefox on a Mac and had no issues downloading/viewing the attachments. I've used Acrobat Reader 9 and Preview once the documents are downloaded. If you can explain your workflow and the way you're accessing the attachments it will help with troubleshooting.

    Thanks,
    Nicole
    

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16. 14 Posted by Kate Gardner on 31 Jan, 2011 06:54 PM

    

    Hi Nicole,

    I gave it another go and when I click on the attachment, it’s still not opening in Firefox 3.6.13 with Acrobat Reader 9.4.1. It did download in Chrome and IE for me just now (simply clicking on the attachment), but not last week during the intermittent spells. I'm unfortunately bound to FF because we manage our FTP through Amazon'ss S3 FF plugin.

    The good news is that I’ve just tested “Save Link As” in Firefox and that is allowing me to download directly to my desktop. I'm happy to do that for the time being.

    Thanks for your help,
    Kate

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17. 15 Posted by Nicole on 31 Jan, 2011 08:47 PM

    

    It could be an issue with the Acrobat plugin, since I'm also using Firefox 3.6.13 but I don't use the Acrobat plugin. I open them using Preview when prompted by the browser. You may want to look at that and we'll stay alert for anyone else reporting this issue.

    Thanks,
    Nicole

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18. Nicole closed this discussion on 31 Jan, 2011 08:47 PM.