Uploading PDF

[LarsA94]

Every time I attempt to upload a PDF I get an error message like Oops, something went wrong, or We can't read your PDF, Something went wrong contact support. The error message today is "We can't read your PDF Please make sure it isn't encrypted or password protected". The file that I'm trying to upload is NOT encrypted and it is NOT password protected. When I chat with support and sent them the file, they are able to upload it and make it work ... Isn't this something that the customer should be able to do? It doesn't happen on every PDF, it's totally random I supposed based on the planets (?) they say it's an internal problem on Constant Contact and that the developers or aware of the issue. Why is not this being fixed - I'm sure that other subscribers are having the same problems. This should be a priority, in my humble opinion. There are other work arounds, but they take additional time. I'm getting rather frustrated wit Constant Contact at the moment. When I first got this account there were NO problems, and now there ARE problems. Can we give this matter some priority please. Thank You

[William_A]

There's a myriad of factors that go into how quickly, if at all, an issue can be resolved or worked around by the devs. As the issue is already tracked to your account, you'll be notified if and when they have an update. 

Are you uploading the PDF directly to your Library, or doing so from within the email editor?

[LarsA94]

Hi William,

Thanks for your reply.  I am trying to upload the PDF from within the email editor.  I am able to upload to the library, but do not see any options, when creating an email, for inserting something from the library. 

It's odd that in the chat with support I am able to upload the PDF to the tech and they are able to get it into the email editor, so I know the file is okay.

For one reason or another my account is not able to upload into the email editor.  When I first became a customer, everything worked just fine ... it's just of late that I am having troubles.

Recently I was able to upload a PDF to the billing department without any issues.  It's just when using the email editor.

Lars A

[Zoe_H]

Hello @LarsA94,

It might be that the editor is not updating right away, have you tried refreshing your screen by exiting the campaign and going back in to see if the image of the PDF is there? Thanks! 

[LarsA94]

Yes I tried the refresh idea and still nothing.  Each and every time I attempt to upload PDF into email I get one of two error messages ... one is OOPS something went wrong, and the other is Unable to read your PDF it may be protected, etc.  

I'm a bit dismayed with one of your replies which says, in part "There's a myriad of factors that go into how quickly, if at all, an issue can be resolved or worked around by the devs. As the issue is already tracked to your account, you'll be notified if and when they have an update. "

"If at all"?  and "If and when they have an update"  .... this issue is internal as pointed out by one of your tech people during a chat.  Each time I wish to do a new campaign I have to get the assistance of a tech through chat.  I was under the impression that I would be able to create my own campaigns without having to go through extra steps.  When I first became a customer EVERY pdf was able to be imported and I was able to complete my campaign ... then about a month ago, I can no longer do this due to an "internal issue" as defined by a tech on chat.  I have tried different browsers, same problem ... I have tried a different computer, same problem.  I would like to think that this would be an issue CC would want to resolve.  I would rather not have to employ the services of a tech each and every time I try to create a campaign ... I should be able to do these myself ... I did not appreciate the comments "if at all, an issue can be resolved"  or "be notified if and when they have an update".  If at all for a CC internal problem?  Really?  Really???  Can we please solve this issue once and for all.  I think some priority needs to be given to this as I surely cannot be the only one with this problem (?)

[William_A]

Are you able to import a PDF while working in the editor on a copied email or new template? Or is that also not working?

[LarsA94]

Hi William,

The trouble has been while trying to Import a PDF on the screen that shows 'template selection' ... I click on Import PDF to Email.  Today it almost went through, but most of the time the issue happens during the uploading (import) of the PDF to Email.  That error message says that my file is protected or some other nonsense.  When an Import to PDF Email works, then when I click on "continue' another error message pops of and says" Oops something went wrong. Call Customer Service for assistance.   Now, today, everything worked as it should ... but it doesn't always ... well it did when I first became a customer everything zipped right through ... then after a couple months the problems began. 

I'd rather be able to send communications without having to call customer support nearly every time.  Otherwise all is good.

[Zoe_H]

Hello @LarsA94,

To fix this problem, you will want to upload your PDF into the Library instead and add it to a campaign. Click here to see how that is done. Thanks!