TechNote

Troubleshoot problems or errors uploading files to Create Adobe PDF Online

What's covered

Beginning troubleshooting

Intermediate troubleshooting

This document can help you resolve errors or problems that occur when you upload files to Create Adobe PDF Online.

Keep track of the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, should you need to call.

Beginning troubleshooting

The tasks in this section can help you resolve the most common errors and problems.

1. Allow enough time for the file to upload toCreate Adobe PDF Online.

For the file to upload to Create Adobe PDF Online correctly, you must allow enough time for it upload completely. Internet line problems -- phone line, ISDN line, or cable line -- or Internet Service Provider (ISP) issues can slow upload times. When uploading through a local area network (LAN), the computer shares Internet bandwidth with other computers, which increases the upload time.

The following table lists the approximate time it takes to upload 1 MB of data at different connection speeds under ideal conditions. To estimate how long it will take to upload your file, multiply the size of the file in MBs by the approximate upload time provided in the table. This value equals the minimum amount of time required to upload the file.

Connection speed	Approximate upload time per MB (minutes:seconds)
28.8 Kbps (dial-up)	5:56
33.6 Kbps (dial-up)	5:56
56.6 Kbps (v.90 dial-up)	5:05
56.6 Kbps (v.92 dial-up/frame-relay)	3:01
64 Kbps (ISDN)	1:40
128 Kbps (dual ISDN/DSL)	1:20
256 Kbps (cable/DSL)	0:40
512 Kbps (cable/DSL)	0:20
756 Kbps (cable/DSL)	0:14
1.2 Mbps (T1/cable/DSL)	0:08

Note: Many Internet connections are asynchronous. This means that their download and upload speeds are different. (Downloading is another name for receiving a file.) For instance, the v.90 standard (56 Kbps modem standard) supports download speeds up to 56.6 Kbps, but supports upload speeds of only 33.6 Kbps. Many cable connections support very fast download speeds, but support upload speeds that are only slightly faster than a dial-up connection.

2. Check the file size.

Create Adobe PDF Online has a file size limit of 100 MB. For your file to upload correctly, it must be no larger than 100 MB.

3. Refresh the Create Adobe PDF Online session.

If the upload will take longer than 45 minutes, refresh the Create Adobe PDF Online session every 30 minutes by clicking a Create Adobe PDF Online link:

1. Click the main Create Adobe PDF Online page. The browser window will be titled Conversion Choices.

2. Click one of the menu options.

3. Repeat steps 1 and 2 every 30 minutes.

Intermediate troubleshooting

If the tasks in the previous section do not solve the problem, try the following intermediate troubleshooting tasks.

4. Ensure that you maintain the internet connection for the duration of the upload to CreateAdobe PDFOnline.

For Create Adobe PDF Online to convert a file, you must remain logged in to Create Adobe PDF Online during the entire upload process. Once the file has been completely uploaded, you can log out of Create Adobe PDF Online if desired. To prevent interrupting the internet connection while you upload files to Create Adobe PDF Online, try one of the following tasks:

--Open a messaging program such as ICQ, Yahoo Messenger, or AOL Messenger.

--Open a website that constantly updates, such as http://espn.go.com or http://money.cnn.com .

--Open a web page and refresh it every 10 to 15 minutes while the file is uploading.

If internet connection problems persist, contact your Internet service provider to verify your connectivity.

5.Check your security configuration.

The security configuration (for example, firewall, proxy, or application gateway) may restrict the maximum file size that you can upload. Contact the security administrator or the software manufacturer of the security system for further information.