Responses not added

Same here. Any chance it has something to do with multiple acrobat.com accounts having been used on one Win7 machine? Have you found any way to re-create a _responses file???

Having the same issue.

Me, too, although I have yet to have any responses properly 'track.' I've been all over the forums and haven't found a solution that works. I'm using windows 7 and Acrobat X Pro. The tracker says I have no responses, but I actually submitted the form myself.

In Tracker, what does it say when you select Server Status, and click on the Acrobat.com icon? It should give you specifics on any type of error that was encountered.

Thanks for writing! I have a green check mark, "All workflows are OK." After about 15 hours on telephone with Adobe, I've been told that maybe there is a problem with their servers, and they will get back to me in 48 hours. During that process we removed all anti-virus, turned off any firewall, and made endless runs at making a form, distributing it via adobe.com then getting results. It always works fir FIRST time, but two things happen:
You cannot use the 'add recipients' button to send to another person (you CAN send to ALL, etc)

In the case of my issue, the form I circulated, received 2 returns, and after that the TRACKER increases the number of the response, but attempting to process them into the _responses file fail with (no responses). We have 'repaired' Acrobat X, and various adoabe folks have taken screen control and looked, prodded, and poked. While the responses continue to pile up in Tracker (and I can see my original form on Adobe.com)

Any suggestions???

Everything is checked green in mine as well. This is my workflow so this is causing quite an issues here. I keep getting new responses (18 and counting)in the tracker and still cannot get my forms.

Any ideas?

I even created a new form and distributed it just to test the adobe server....it does not work either. It too adds responses to in the tracker but no forms.

My server status's all check out OK. I have one form that is not working but that is not one of the ones I am concerned about although I can't seem to delete it either. Dave K - Please keep us posted on what responses you get from Adobe. Hopefully this is an issue with them and will be resolved shortly.

As a person who's been talking with 'customer support' managers since punch-card days, I do have a pretty effective meter when I hear a stop-gap or go-away answer. I have zero confidence in the 'our servers are slow' as the *tracker* updates nearly instantly, even when the form is submitted half a planet away. In order of liklihood, IMHO here are the things:
1. Bug in Acrobat X Pro Code
2. update-damaged _responses file (requests to find out how to recreate met with no solution
3. corrupted FDF type data file behind the scenes at adobe.com which activates bug in item1 or broke file in 2
4. Windows 7 incompatibility they have not addressed.

... and no, I asked and they will not send me the FDFs so I can just re-assemble the forms. It's *their* stuff, etc.

I will indeed keep addees informed, but I just called A and got the runaround on the 'escalation of my issue' (bug)It has been nearly a week and they are still stuck on the escallator.

Appreciate all your inputs and will advise any findings as I continue to search.

OK I have three forms posted and all are displaying the same problem. I am using Adobe Acrobat Pro 9 and LiveCycle Designer not the Acrobat Pro X. Also I would say if multiple forms are having the issue, including one I just set up today, it would sound to me an issue with the server not sending the data the way it should rather then a corrupted file. Just my 2 cents.

I too setup a new form today and distributed it and has the same issues with the responses. I am also using Acrobat Pro 9. I also think it is an Adobe server issue.

Same issue. Adobe X. Server status is green and fine. No reponses being added to response file. Everything looks fine, but NO RESPONSES. This is a huge problem. Allows us to complete form and submit. Says response sent. Cannot collect responses in file. Shows no response. FRUSTRATED!!!!! This is for big work project. Big Fortune 100 company.

I'm relieved to hear I'm not the only one having this issue. But its sucky to have experienced this. I have two forms setup for a Fortune 100 Company I looked awesome when i introduced this tool, now i'm loosing stock because this form is no longer 100% reliable. Hurry up and get this fixed A!!!!!

I wouldn't be too relieved. After over a week of wasted time with A***E there is no help in sight. Often I get "just re-distribute a document" as a fix. There is no forward motion in my 'escalated' case and apparently no desire to help in a timely way. This 'server issue' is a smokescreen, IMHO.

I have re-distributed my forms, and they still collect no responses. Same as adkolta, I will lose credibiltiy after having "sold" the idea to use Forms w/in our company. We are poised to implement and now cannot.

Schedulefinder: Suggestion: have you contacted Adobe? Use the "I can't connect to adobe.com mantra, for which they seem to respond, if only slightly. Get a case number. Once they mess endlessly with you, trying to blame something else (anti-virus, firewall) they will escalate the case. At that point let me know and I'll share my nuber with you offline and you can begin a notion with them it's endemic.

Let's stay on point, though. Anyone ELSE have an idea how to re-create the *_responses file and see if it will re-acquire the data 'stuck' in tracker????

There was a recent update with Acrobat.com (Monday, I believe) and it's possible that it has something to do with this. I've reported the issue noted by folks here on the forums as well.

Lori, thanks for the post. Where do we get some help here?

I, too, thank you Lori K.. Is there someone with whom we can talk to get to the bottom of this? I opened a support ticket as well: Case #0182697334

Thank you.

The best place to get support is to go through Acrobat Support.

.

Now this really IS fun! I just got an email on one of the cases open (where I am waiting for a Tier2 callback) saying the case will be closed due to inactivity. I guess that is one way to lighten the load over there. I have entered more notes in the case inviting them to do as promised. I will advise you after that one hits.

Acrobat.com did indeed undergo a significant maintenance cycle on Monday night US time, and based on the forum and feedback we've all been seeing, something clearly isn't right. As it appears to be a server-side issue (not specific to a particular document or customer configuration) there isn't actually much point in keeping every ticket open - the fix for the first case on the books should fix everyone else's too.

I don't know at this time precisely what's gone wrong or how long it will take to fix, but Adobe are very much aware of the issue and as soon as more information becomes available, you'll hear about it.

.

bad news...the issue goes back to at least 30 Sep

Any word on an update/fix?

Any news yet on a timeframe for a fix on this problem? Sure does stop the whole workflow process when you cannot access the responses to a form. I too tried a new form and distributing it and it did not work either.

Still waiting. This is the worst absolute timing for us. I have hundreds of responses hanging out there from an important form.

I am currently having to change our submission methods so the forms are submitted through XML to my email address and then I am having to compile them all. This is very frustrating as I sold this product to my managers as being a great new way to manage incoming data. I have spent the last 3 days trying to fix this on my end before I found this post and that other people are having the same issues. As soon as anyone hears anything can they please post it here.

Cheers

Chris

Any news on when this issue will be fixed? This is causing a lot of headaches for me. So much for Adobe being a reliable product.

According to an Adobe employee on the Adobe Forums post "Adobe is working on it with high priority and this service will be up and running soon." http://forums.adobe.com/message/3959337#3959337

According to an Adobe employee on the Adobe Forums post "Adobe is working on it with high priority and this service will be up and running soon." http://forums.adobe.com/message/3959337#3959337

aaam Sorry.. forgot to update this forum that i love... :)
Yup... It's up and running....
This this:

1. Close all Acrobat/Reader versions that are running
2. Kill AdobeCollabSync.exe using Task Manager
3. Move the Synchronizer folder from C:\Documents and Settings\sandeepverma\Application Data\Adobe\Acrobat\10.0 to your desktop
4. Reopen your Acrobat Form for tracking, notice that all form responses are available

Replace Documents and Setting with users on Windows 7
Replace SandeepVerma with your username.

Reopen the _Response file and try. It will start receiving responses.
Please let me know for any confusion

There was an update to Acrobat.com server and doing this will create the updated file on the machine. Thanks for your patience guys... Njoy using it...!!!!!

~Sandeep Verma

Thank you SndeepVerma and Lkassuba! I was just able to follow the above protocol and have now downloaded forms. It appears I did not get the count that had been shown, but I did get SOME of that number, and I am greatful for tha much. I will further test and report final result and appreciate your going to bat for us all.

I can not find any folder by the Name of Application Data on my computer. I am using Adobe Acrobat 9 Pro on windows XP. Is it different?
PLEASE HELP.

Scenic,

What is your user profile name? The Windows path should be:

C:\Documents and Settings\[username]\Application Data\Adobe\Acrobat\9.0\Synchronizer

Vista: \Users\[current user]\AppData\Roaming\Adobe\Acrobat\9.0\Synchronizer

--| scenic,
.
The folder may be hidden on your computer. From the desktop, press F1. In the Help dialog enter the string "Display hidden files and folders" into the search field. When the topic displays select it to view. Leave the Help open to facilitate following the directions to display Hidden folders.
.
--| Kelly — Looking at two of my boxes having Vista (one with Acrobat 9 and the other with Acrobat X) to path is:
.
[user name]/AppData/LocalLow/Adobe/Acrobat/[number]/Synchronizer ...
.

Dave,

Thanks for the updated info. I pulled the Vista path info from the help files (I didn't have a machine to check it on). Also, great note on the hidden files.

I'm running on Windows 7 with a corporate Acrobat X Standard license.

After following the first 2 steps instructed by Sandeep Verma, I followed the path, but I'm not seeing the "Synchronizer" Folder.

I've Displayed all hidden folders as well. All I have available is: Collab, DEXShare, Forms, JavaScripts, JSCache, Preferences, Redaction, Security, Stamps, and JSADM.exv, TMDocs.sav, TMGrpPrm.sav

Please help.

Take heart. The iffy way Win7 searches doesn't help much. The fact that you may have a 64 bit or 32 bit machine seems to make it even more convoluted to find, but instead of searching, navigate as follows:

Try going to a variant of this: (*replace Dave with the username using Adobe Acrobat X *)

OS(C:) Users -> Dave -> AppData -> LocalLow -> Adobe -> Acrobat -> 10.0 -> Synchronizer"Synchronizer" is the folder you need to get out of there after you kill the service mentioned above in the directions.

Happy hunting.

Dave K

PS don't forget to reboot and restart the tracker service or the icon in your system tray won't notify any more.

Thank you Dave K!!!!!!
And Thank you Sandeep Verma!!!!!!!!

Will we ever know what actually caused this virtual riot?

Cheers for the help guys.

YAY!! Thank you SandeepVerma!!!
You saved the day! Now I fixed everyone's forms here where I work and they think I am a miracle worker...and it is all due to you!
:)

Should we keep the Synch folder on our desktop indefinitely? Once Adobe fixes the issue, do we need to move it back?

No, the Sync folder is simply moved somewhere so that Acrobat creates a new one. You can safely trash the folder on the Desktop.