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Customer Says PDF File Is Corrupt?

by Derek S
14 replies
Just received a strange e-mail from a customer who says every time she tries to open up the eBook PDF file her computer is telling her it is corrupt and will not allow her to open it.

I do not think this is an issue on my part as many many customers have downloaded the PDF no problem. What could cause this and how can I instruct her to correct this problem, any thoughts?
#corrupt #customer #file #pdf
  • Profile picture of the author George Wright
    This has happened to me both ways as a seller and a buyer.

    Usually, for me, it's solved by emailing the pdf file.

    George Wright
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  • Profile picture of the author deskmonkey
    The file might have been corrupted during the download. It happens. I suggest you send her the file via email like George said or have her download it again.
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  • Profile picture of the author Vincent Sparreboom
    Yeah let her download the file again, happens a lot. Nothing to worry about.
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  • Profile picture of the author artwebster
    Have you asked what programme she is using to try to open the file? It could be that your PDF is too up to date for her out of date programme?
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  • Profile picture of the author Derek S
    Thanks for all the feedback! She mentioned in her e-mail she had re-instilled Reader and it still didnt work.

    I will try e-mailing her the pdf files and if still no luck I will just send her the word doc. If all else fails I might sadly have to refund her.

    Thanks for the feedback!


    Derek
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  • Profile picture of the author Adrian Cooper
    I recommend Foxit Reader to my readers.

    Excellent product, much better than Adobe Reader:

    Foxit Reader
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    • Profile picture of the author Sean Kelly
      Originally Posted by apc01 View Post

      I recommend Foxit Reader to my readers.

      Excellent product, much better than Adobe Reader:

      Foxit Reader
      I don't recommend FoxIt reader as it ignores many of the PDF settings and does not always render your PDF as desired.

      Example:
      My PDF converter named 'PDF Printer' can set display options such as fullscreen, zoom, initial page, etc in your PDFs. This is according to the PDF specification and works perfectly if you use Acrobat Reader but many of these settings are completely ignored by Foxit reader.

      Sean
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  • Profile picture of the author k8spy8
    It may be the link was broken or may not be downloaded properly. Let her download the file again and then say to give a try. Tell her to download using a different browser. May be it work otherwise the link is broken. Also tell her to use Foxit reader.
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    • Profile picture of the author WendellC
      Someone else mentioned a similar problem:

      http://www.warriorforum.com/main-int...pdf-error.html

      What I suggested in that thread was to zip the PDF first. She may have better luck with a zipped file in case the PDF has some kind of false positive for an end of file marker.

      Just a thought...

      Wendell
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  • Profile picture of the author BJ Min
    If you put your ebook in a zip folder, tell your customer
    to extract the PDF to C://

    and RUN it from C://

    that usually solves the problem...if you have the ebook in zip folder
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  • Profile picture of the author Colin Evans
    Sometimes left clicking on a file instead of right click save as it results in a corrupt file (mainly with zip files). When I get this I ask customers to try right clicking and then save as - most times this solves the problem - if not I email the file as an attachment.
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  • Profile picture of the author Thomas
    Originally Posted by Derek S View Post

    I do not think this is an issue on my part as many many customers have downloaded the PDF no problem. What could cause this and how can I instruct her to correct this problem, any thoughts?
    I've encountered this a number of times and, in just about every case, it was caused by the customer not having an up-to-date version of Adobe Reader. Instructing them on how to update it usually solved the problem.

    Tommy.
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  • Profile picture of the author Sheryl Polomka
    I have had this happen and I have just uploaded the file again and asked the customer to download it again once I have uploaded it. It is usually ok then
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  • Profile picture of the author justinzimR
    I've had this same issue.
    What i do is "print or save" the PDF as the lowest version.
    Adobe is up to like 9 or 10 now, try saving the PDF as 6 or 7.

    You might need Acrobat Pro...
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