Re: PDF problems - Windows only

Hi Colin

Interesting.

I'm going to try creating the PDFs with Acrobat 6. I only have Distiller 5.0.5 at the moment.

Oops.. no I won't. I just discovered the tryout is for Windows only. *sigh*

Unfortunately, I don't have free access to another server platform.

Thanks again Colin.


Cheers
Jonathan

On 27/04/2004, at 8:29 PM, Colin Sidwell wrote:

Hi,

We have done some tests this morning and come to the conclusion that it's a combination of what you used to make the file and what server is serving it.

At this page, I have links to exactly the same file, one copy on Linux and one on OSX, http://www.idealinternet.co.uk/pdf_test.htm the OSX server version will not work for Windows/IE6 users.
However, we have tried to duplicate the problem with other PDFs and it
doesn't affect all of them.
As we have access to a Linux server, we are just putting the PDF's on there until we resolve the problem.

Regards,

Colin
Colin Sidwell 01905 797383
-------------------------------
http://www.idealinternet.co.uk
-------------------------------
From: Jonathan Mao <jon@xxxxxxxxxxxxxxxxxxxx>
Reply-To: itools@xxxxxxxxxxxxxxx
Date: Tue, 27 Apr 2004 20:12:21 +1000
To: itools@xxxxxxxxxxxxxxx
Subject: Re: PDF problems - Windows only - URGENT
Hi Colin
Thanks for the feedback. We've tried restarting, re-installing Adobe
Reader etc etc etc... to no avail.
But I can't believe it's a server issue.. We host other sites with PDFs and none of them have problems..
Cheers
Jonathan
On 27/04/2004, at 7:04 PM, Colin Sidwell wrote:
Hi,

Can't be any help, but we had exactly the same problem yesterday, one user with IE6 did say that after she restarted her machine, the problem went away, but it could have been a fluke,

Regards,

Colin
Colin Sidwell 01905 797383
-------------------------------
http://www.idealinternet.co.uk
-------------------------------
From: Jonathan Mao <jon@xxxxxxxxxxxxxxxxxxxx>
Reply-To: itools@xxxxxxxxxxxxxxx
Date: Tue, 27 Apr 2004 18:01:27 +1000
To: itools@xxxxxxxxxxxxxxx
Subject: PDF problems - Windows only - URGENT
Hi
We're a small web development company that has just taken over
maintenance and hosting of a site. The site used to be on a Wintel
machine running IIS, it's now with us on Mac OS X running iTools 7.2
Background ------------------ The problem we're having is that some of the PDFs aren't able to be viewed by some visitors to the site. Specifically, the problem appears to be with Windows users running Internet Explorer v6. The Mac users we've tested with don't have any problems viewing any of the PDFs on the site.
However, there's no consistency to the problem. In other words, some
PDFs can be viewed by some users and not others, making it hard to
isolate the cause of the problem.
For example:
http://www.commsatwork.org/FDCNews.html
- click on the "March 2004" link
We've had errors from the file being totally blank, to another message that says "it does not begin with %PDF" - which is not true. They do begin with "%PDF" and I can open all of them on my Mac running Mac OS X 10.3.3 with Adobe Reader 6.0

Notes --------- * All the PDFs work with IE 5 - 5.5 with any version of Acrobat from 4 - 6. It's only IE 6 that the problem occurs.
*** The previous hosting environment was running IIS, our web server
is
Mac OS X running iTools 7.2 ****
I've told the customer that it is highly unlikely that it is a problem with the web server. We host many other sites that have PDFs and none of these have problems.

------------------ In my attempts to isolate the cause of the problem, I created a test page and then asked subscribers to the MacManagers list to see if the could open the PDFs.
The results of the test are here:
http://www.commsatwork.org/pdf_test/pdf_test_results.htm
I've checked the MIME settings and it appears to be set up correctly. In other worrds, ".pdf" is set to "application/pdf"
*** Question ***
Is there somewhere else I need to check?
Is it possible that iTools is, somehow, not updating the relevant file in Apache correctly?

Any other ideas on how to fix this?

From the clients perspective, they're saying that this problem didn't occur with the previous host (Windows). So, I'm in danger of losing the business if I can't fix the problem.
I'm happy to provide access to a Tenon technician to help get this
resolved.
I look forward to hearing from you at your soonest convenience.

Yours sincerely

Jonathan Mao
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