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Question

Unable to download a PDF Portfolio that has been uploaded to the repository

Web Client Laserfiche Version 10 User Group How To
Updated October 27, 2021
asked on October 27, 2021

I have a user that has uploaded PDF portfolios to their repository, however, they are unable to view these within Laserfiche, so they are trying to download to review the documents in the portfolio. The download process appears to start but then just fails. Has anyone encountered this before? Should PDF Portfolios not be uploaded? The total size is 39.3 MB so we know it is not a size issue as we have video files that are much larger. 

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SELECTED ANSWER
replied on October 27, 2021 • Show version history

Ruth,

I may need a little more info regarding this one.

  • Is your user using the Laserfiche thick client or the think client? What version of Laserfiche are you running?
  • Could there be any sort of security setting that is both preventing the user from viewing and downloading the PDF portfolio?
  • Does the download of the PDF portfolio actually start and make progress than fail or does it not even start to begin with?
  • Are you able to view and/or download the same PDF portfolio?

To answer your question, I don't suspect this is a problem with the PDF portfolio itself but I am definitely curious if you are able to view/download it.

(You may also want to check out this link for more info on the ability to view at least PDF Portfolios in the Web Client. It seems like general in-browser support for viewing PDF portfolios is not available so that may be the reason why your user can't view it in Laserfiche. But we should definitely look into why the user can't download it, which should definitely work, provided the proper security access and such. https://answers.laserfiche.com/questions/169323/For-the-best-experience-open-this-PDF-portfolio-in-Acrobat-X-or-Adobe-Reader-X-or-later )

-Jeff

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replied on October 27, 2021

Jeffrey,

Here are my responses to your questions:

  • Is your user using the Laserfiche thick client or the think client? What version of Laserfiche are you running?

    • Laserfiche Web Client 10.4 (10.4.1.35) and Laserfiche Repository Access 10.4.2.58

  • Could there be any sort of security setting that is both preventing the user from viewing and downloading the PDF portfolio?
    • That is possible I will see if they can send the original that was uploaded to me to investigate further
  • Does the download of the PDF portfolio actually start and make progress than fail or does it not even start to begin with?
    • Yes, for me it showed up to about 60% and then just failed
  • Are you able to view and/or download the same PDF portfolio?
    • I am not able to view or download either. I understand why I cannot view as would need Adobe Acrobat X or greater. I'm just not sure why we cannot download when we were able to upload it.

Thanks,

Ruth

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replied on October 27, 2021

If it allows you to upload and at least start the download, I don't think it is a security issue. Can you try a few more downloads and let me know if it fails for you consistently at the 60% mark or thereabouts? I thought it might be a timeout thing but you also mention in the original post that you can download larger files without any problems. I may have to reach out to you separately via e-mail to setup a Zoom meeting so that I can see first hand what you are experiencing.

-Jeff

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Replies

replied on October 27, 2021

It does seem to consistently fail at ~60-70%. My user tried at last 3 times and stated the same result and I tried it 3 times myself. If you'd like to schedule a Zoom meeting, let me know.

-Ruth

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