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Myhdsport's profile

Contributor

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8 Messages

Monday, November 27th, 2023 5:53 PM

Chat transcript won’t open

My att chat transcript saved in my files when I ticked the button to save during the chat but it will not open .  It says it’s pdf. I have no problems with other pdf. I have an iPhone . How do I open the file?

Community Support

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229.8K Messages

3 months ago

Hey there! We understand you're trying to access your chat transcripts from your files, and we are here to provide the information you need. 

 

Since you've mentioned that this particular PDF is the only one that presents this issue, it seems that the PDF isn't compatible with your iPhone. We recommend you try to open the file on another mobile device, or another system like a laptop or a PC.

 

Do let us know if you have any other questions for us, and thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist. 

 

Contributor

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8 Messages

3 months ago

Why would you think that this one file is incompatible with my iPhone when other pdf files open fine? PDF is pdf, isn’t it? 
Still I took your suggestion and sent one of the files via email and attempted to open it from my laptop unsuccessfully.  It says it “….may be damaged or use a file format that Peview doesn’t recognize.”
Can someone please confirm that a recent chat transcript opens successfully? 
It isn’t just one recent chat file from att, it’s many that will not open and all are from the last 3 recent months.
 

ACE - Expert

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31.8K Messages

3 months ago

Since you got a message about "preview", don't try to view it in the email itself. Verify it is fully downloaded and open it properly. Some pdf don't like preview within something and must be fully downloaded and opened.

If that doesn't work, then sounds like it had an error with the original download/save which unfortunately has no fix. All I can suggest is in the future if you have an important pdf or other document is to open it after saving it to verify it is all good before you close out the program. That way you can download/save again if it failed for some reason the first time.

Contributor

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8 Messages

3 months ago

I will follow through on your suggestion but other chat pdf's open fine.  It's in my download folder not just in the email, but ok, I will saved it to a folder and attempt to open it.  it was in "files" not "downloads" in my iPhone.    I have another chat  in the middle of my att chats from Vizio and it opens no problem.  Att also had the option to email chats but chat transcript by email is no longer an option. Again will someone please confirm that a  recently  saved chat transcript from att can be opened successfully?    TIA

Contributor

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8 Messages

3 months ago

Also I saved it several times during the chat and took a couple of screen shots too. 

Community Support

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229.8K Messages

3 months ago

Hello @Myhdsport, It's great that you contacted us. We recognize that you have concerns about opening the files, and we will gladly assist you.

Would it be possible for you to check the extension of the file that you can access and replicate the same extension in the file you are unable to access.


Let us know if this works and let us know if you have any other questions.

Appreciate you reaching out to AT&T Community Forums.
Kevin is an AT&T Community Specialist.

ACE - Expert

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31.8K Messages

3 months ago

With it being the odd one out and being fully opened, not just trying in an email's preview, then I would say that particular file didn't download correctly. Your screenshots could be a backup, but not ideal.

Yes others have successfully saved their transcripts. This is important because these normally don't save to the account so once chat is closed there is no further record unless you kept your own. One of the reasons I prefer not to use that option as at least when I call in the system generates an automatic note about the account being accessed and what the voice system captured for my keyword (reason for calling) so even if an agent "forgot" to save their notes (or another call came in preventing them from doing so) there is still record that I contacted them. But whenever I choose to use the chat option, I make sure to have my own copy. Though I always do so from a regular computer as too many of these functions don't work properly on a mobile device (in my experience).

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