Good Afternoon,
I hope someone can help me because I've been driving myself crazy trying to figure out what I'm doing wrong...
This is what has been driving me mad:
I have created a form using LiveCycle in Adobe Pro X.
I select "Distribute" and "Automatically download & organize responses with Acrobat.com"
I type in an email address
That person gets the email, clicks on the URL, fills out, and submits the form
I never recieve the completed form.
The tracker looks like thisunder the "Responses" section:
Recipients Responded (New): 0(1)
I'm not sure what that means. It appears that the tracker knows there is a new response, but when I click on "View Responses", I am taken to an empty response file. I have tried multiple PDFs, different email addresses, etc - Same thing happens everytime. Can someone please tell me what I am doing wrong? Or is there some kind of setting I need to check?
Thank you in advance for any assistance you can provide.
-Lauren
Please Help! Distribution is not putting responses in Tracker or Response File!
2011-10-05 13:59:54
Answered
My Product Information:
Acrobat Pro 10.1, Windows
Acrobat Pro 10.1, Windows
2011-10-07 13:20:17
#2
Totally agree, Robin. What a mess! I called Customer Support and they said it was a known issue with the Acrobat server. They're supposed to notify me when it's resolved. The guy I talked to said he expected a resolution yesterday...haven't heard anything yet.
2011-10-07 13:33:08
#3
I got an email that says:
Re: Please Help! Distribution is not putting responses in Tracker or Response File!
Hello Robin Norris
You've received a response from 'Lauren Brown' to the topic to which you have
subscribed: 'Please Help! Distribution is not putting responses in Tracker or
Response File!'
If you agree with the response, be sure to mark the post as a "correct
answer". This will help other community members benefit from your post as
well.
Take me to the response:
http://acrobatusers.com/forum/forms-livecycle-designer/please-help-distr...
This is the only notification you'll receive from us until you visit the
forum again, so please check back again for more new replies.
--
The Acrobat User Community Team
(Do not reply to this message)
I followed the link and it took me here. I don't see a response and NO IT IS NOT FIXED!
Re: Please Help! Distribution is not putting responses in Tracker or Response File!
Hello Robin Norris
You've received a response from 'Lauren Brown' to the topic to which you have
subscribed: 'Please Help! Distribution is not putting responses in Tracker or
Response File!'
If you agree with the response, be sure to mark the post as a "correct
answer". This will help other community members benefit from your post as
well.
Take me to the response:
http://acrobatusers.com/forum/forms-livecycle-designer/please-help-distr...
This is the only notification you'll receive from us until you visit the
forum again, so please check back again for more new replies.
--
The Acrobat User Community Team
(Do not reply to this message)
I followed the link and it took me here. I don't see a response and NO IT IS NOT FIXED!
2011-10-07 13:37:00
#4
I also went to the website Known issues and bugs | Acrobat and Reader I got a to chat with a representative here is a copy of the chat.
Thank you for choosing Adobe. A representative will be with you shortly. Your estimated wait time is 0 minute(s) and 3 second(s) or longer as there are 1 customer(s) in line ahead of you.
You are now chatting with 'Saleem'
Saleem: Hello. Welcome to Adobe Technical Support.
Robin: Hello
Saleem: Hi Robin
Robin: Hi Saleem
Saleem: I understand that you are unable to view the responses on tracker.
Robin: Yes. I have 96 responses tagged as new and can only see the first 3 I received.
Saleem: I will be glad to assist you with that
Saleem: May I have the serial number ?
Robin: I am using Acrobat 9 Pro.. where do I find the serial number?
Saleem: Was Acrobat 9 part of a suite or a standalone product?
Robin: I am not sure as my IT department set up my computer. sorry.
Saleem: May I know if you have purchased the box product or the download version ?
Robin: I think it was the download version.
Saleem: The serial number can be found in your adobe account under "My products and services" -> "My products".
Robin: xxxxxxxxxxxxxxxxxxxxx
Robin: Is this the right serial number?
Saleem: Yes it is.
Saleem: Are you distributing the form using Acrobat.com?
Robin: I set the form up and then distributed it through our email program with the set up that anyone with a link can respond
Saleem: Robin, Support for Acrobat 9 is available with a contract, you can buy a contract from Adobe if you don't already have one.
Saleem: Also we are under the process of upgrading our servers and systems to serve you better and during this time you may face temporary issues you can try again on Monday and check if it works.
Saleem: Is there anything else I can help you with?
Robin: Does that mean I can't get my responses until I pay for a support contract? If so, this should be disclosed at time of purchase. I followed a thread in a blog regarding the exact same issue that seems to have been started in September. that is 3 weeks that the issue has been known.
Saleem: The responses you receive or the forms you send are in NO way connected to a support contract
Saleem: The support contract I was referring to is
Saleem: *The support contract I was referring to is advised if you need support about some technical issue.
Saleem: Please check back on Monday as I have mentioned this may be due to the server upgrade.
Robin: I'll be back on Monday
This is no help at all. Anyone have a suggestion?
Thank you for choosing Adobe. A representative will be with you shortly. Your estimated wait time is 0 minute(s) and 3 second(s) or longer as there are 1 customer(s) in line ahead of you.
You are now chatting with 'Saleem'
Saleem: Hello. Welcome to Adobe Technical Support.
Robin: Hello
Saleem: Hi Robin
Robin: Hi Saleem
Saleem: I understand that you are unable to view the responses on tracker.
Robin: Yes. I have 96 responses tagged as new and can only see the first 3 I received.
Saleem: I will be glad to assist you with that
Saleem: May I have the serial number ?
Robin: I am using Acrobat 9 Pro.. where do I find the serial number?
Saleem: Was Acrobat 9 part of a suite or a standalone product?
Robin: I am not sure as my IT department set up my computer. sorry.
Saleem: May I know if you have purchased the box product or the download version ?
Robin: I think it was the download version.
Saleem: The serial number can be found in your adobe account under "My products and services" -> "My products".
Robin: xxxxxxxxxxxxxxxxxxxxx
Robin: Is this the right serial number?
Saleem: Yes it is.
Saleem: Are you distributing the form using Acrobat.com?
Robin: I set the form up and then distributed it through our email program with the set up that anyone with a link can respond
Saleem: Robin, Support for Acrobat 9 is available with a contract, you can buy a contract from Adobe if you don't already have one.
Saleem: Also we are under the process of upgrading our servers and systems to serve you better and during this time you may face temporary issues you can try again on Monday and check if it works.
Saleem: Is there anything else I can help you with?
Robin: Does that mean I can't get my responses until I pay for a support contract? If so, this should be disclosed at time of purchase. I followed a thread in a blog regarding the exact same issue that seems to have been started in September. that is 3 weeks that the issue has been known.
Saleem: The responses you receive or the forms you send are in NO way connected to a support contract
Saleem: The support contract I was referring to is
Saleem: *The support contract I was referring to is advised if you need support about some technical issue.
Saleem: Please check back on Monday as I have mentioned this may be due to the server upgrade.
Robin: I'll be back on Monday
This is no help at all. Anyone have a suggestion?
2011-10-07 16:19:00
#5
Accepted Answer
Hello everyone,I'm not on the acrobat.com team, but I have been watching and trying to help with this issue. Acrobat.com underwent some updates on Monday which caused Responses to stop coming in on forms shared through acrobat.com. See thread:
http://forums.adobe.com/message/3959337#3959337
Here is a suggested workaround until this issue is resolved:
1. Quit all open Acrobat or Reader programs
2. Kill AdobeCollabSync.exe using Task Manager
3. Move the Synchronizer folder to your desktop, the synchronizer folder is located here:
Acrobat 10
C:\Documents and Settings\[username]\Application Data\Adobe\Acrobat\10.0\Synchronizer
or
C:\Users\[username]\Application Data\Adobe\Acrobat\10.0\Synchronizer
Acrobat 9
C:\Documents and Settings\[username]\Application Data\Adobe\Acrobat\9.0\Synchronizer
or
C:\Users\[username]\Application Data\Adobe\Acrobat\9.0\Synchronizer
Vista
C:\[user name]\AppData\LocalLow\Adobe/Acrobat\[Acrobatnumber]\Synchronizer
or
C:\Users\[current user]\AppData\Roaming\Adobe\Acrobat\[Acrobatnumber]\Synchronizer
4. Reopen the _Response file and try and it should start receiving responses
Note: This folder (and path) may be hidden on your system. You may need to search with Display hidden files and folders turned on to locate the Synchronizer folder.
I hope this helps for now.
2011-10-10 09:09:11
#6
I followed these steps last Friday. It did nothing. I still had 96 responses that I couldn't get to. I put this away after my chat with your support last Friday. I was told to wait until Monday and check again. Well today when I go to tracker it tells me I have NO FORMS distributed, OR received. All of my forms are gone! I am fit to be tied!
2011-10-10 09:14:47
#7
Hi Kelly,
Your instuctions worked for me but I would like to know if you are suggesting that we keep the Synch file on our dersktop indefinitley?
Your instuctions worked for me but I would like to know if you are suggesting that we keep the Synch file on our dersktop indefinitley?
2011-10-10 09:52:42
#8
No, the Sync folder is simply moved somewhere so that Acrobat creates a new one. You can safely trash the folder on the Desktop. So glad to hear it worked!!
2011-10-10 09:59:08
#9
My sync folder was recreated several times and I still have no responses. I even tried distributing the form again. Now it shows one form distributed... where are the other forms I distriuted? I had the one I am having issues with along with about 10 other forms I distributed? Furthermore, I had many, many forms I responded to that are not shown, now. Everything is gone.....
2011-10-10 12:08:54
#10
I'm traveling today, so writing a short response on my phone. Have you tried re-installing Acrobat? Also email me and I'll see if someone on the team can help you fix this. My personal email is [email protected].
2011-10-31 14:29:04
#11
Hello,
We are having the same issue - No responses seen in tracker. We have used the method to move the Synchronizer folder (twice & rebooted twice) the folder gets recreated but still no resposes show in tracker. New notifications now appear in the menu bar tracker icon - but when opened the menu items on the right side are gone. The tracker blinks like a form is updating but nothing new appears. the Adobe server still has the ! and is not green. Any other ideas to try - our end of month reports are due and folks are submitting them - we can't get them!! HELP
Many Thanks,
Dan S
We are having the same issue - No responses seen in tracker. We have used the method to move the Synchronizer folder (twice & rebooted twice) the folder gets recreated but still no resposes show in tracker. New notifications now appear in the menu bar tracker icon - but when opened the menu items on the right side are gone. The tracker blinks like a form is updating but nothing new appears. the Adobe server still has the ! and is not green. Any other ideas to try - our end of month reports are due and folks are submitting them - we can't get them!! HELP
Many Thanks,
Dan S
2011-11-01 06:39:24
#12
I had to give up on using this function. I recommend doing the same. I completely reinstalled Adobe from a CD, repaired through the system, deleted all folders, rebooted and once that was all done I now have no pfroms remitted or distributed. It is a though I never exhisted. I used the fillable form and set it up to email each response direclty to me and then manually enter them into an Excel spreadsheet. Nothing like going back in time on technology. I am throughlt frustrated. I was working directly with Kelly McCathran, Adobe Community Expert, Certified Technical Trainer+. She was kind enough to give me her direct email and work with me unfortunately it did no good. Evidently this is a problem much larger than what we could handle. Adobe should inactivate this function until it is resolved
The document wasa an invitation to a a luncheon that ZI can only accept 100 for. 96 have responded and I have no idea who they are. I cannot notify the poeple that will not get in the luncheon without the tracking working. I will have a bunch of people register over the next month and all will show up to a luncheon wiht onyl 100 seats! We paid for the Acrobat 9 Pro service specificlly so we could distribute and track forms.... it should work!!!!!!!!!!!!!!