Question

Unable to open PDF file with a certain name

Asked by: HarknessHenry

I have a user who regularly scans letters as pdf files ready to email. She always named her files 'letter.pdf' but after a while she found that she could not open the pdfs. We found however that if she gave the file another name, it would open fine. So she started calling her files 'let.pdf'. This worked fine for a few months but now she cannot open those files either! What could possibly be stopping her being able to open files named 'letter' or 'let'??

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Asked On
2009-10-26 at 13:08:57ID24844998
Tags

Adobe Reader

Topic

Adobe Acrobat

Participating Experts
2
Points
250
Comments
4

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Answers

 

by: khkremerPosted on 2009-10-27 at 06:03:00ID: 25671887

I have no idea, but let's try to get to the bottom of this. Is this running on Windows or Mac? How are these files being scanned (which software)? What exactly happens when your user tries to open such a file? What error message is getting displayed? Which version of Reader do you use? Cn you attach one of these files?

 

by: HarknessHenryPosted on 2009-10-27 at 14:52:50ID: 25678000

Hi there khkremer, thanks for your comment. I answer your questions below:

We are using Windows XP
We have Konica Minolta multifunctional devices here and our supplier tells us that it doesn't use commercial software as such, but built in firmware via a scan to email function.
The error message when opening the pdf is "Can't create file: let.pdf. Right-Click the folder you want to create the file in, and then click Properties on the shortcut menu to check your permissions for the folder." It don't know if this is relevant but the same error comes up when she tries to save the pdf from the email. Also when she copied and pasted the email into another email to send to me, she got the following error "Unable to send this item. The operation failed".
The user has Adobe Reader 9 - we updated it recently thinking that that might solve the problem. It didn't.
An example file is attached. As mentioned before, other users can open this file fine (including myself). Only this one user is having this problem.

Thanks for your help
Kerri

 

by: rogerorenPosted on 2009-10-29 at 17:32:35ID: 25699410

There's a chance the temporary folder/files it uses to make the pdf are not being deleted properly, so they are piling up, until the directory is full. You might try using the scan disk function to look for cross-links or damaged directories, and use the disk cleanup function to delete temporary files. If it then can save a letter.pdf then you found the reason.

 

by: HarknessHenryPosted on 2009-10-29 at 19:37:43ID: 25699861

Thank you so much. Your reply reminded me that I have seen that error message before - just not in this context - previously it was ANY file - not ones with a particular name. For anyone reading this, to find the appropriate temp directory, follow these instructions (because you have multiple temp directorys which all start with OKI...)
The file location is stored in the registry in the following key for Outlook 2003: HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook\Security. Copy the path contained in the OutlookSecureTempFolder registry and paste it into Explorer. Delete all the files and problem solved.
Thanks rogeroren

20120131-EE-VQP-002

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