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alcid67
Participant
November 20, 2024
Question

Files not avaiable in acrobat

  • November 20, 2024
  • 1 reply
  • 285 views

Files on the creative cloud are not avaiable on acrobat, always returning an error message without details. When going through creative cloud app I can find and download them. 
Very annoying as it is not reliable. Already lost this way some pdf entries and making collaboration on files impossible.

What is going on ?

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
November 20, 2024

Hi there

 

Hope you are doing well and thanks for reaching out.

 

Would you mind sharing more details about the steps you are taking and the issue occurring, a small video recording of the same would be very helpful.

Please try the steps below and see if that works for you:

  1. Check the Internet connection and make sure you are connected to a stable connection. You may also try switching to a different internet connection (Wifi, hotspot) and see if that helps.
  2. Try to sign out of the app, reboot the device and re-login with the same Adobe credentials and check.
  3. Also, check for any pending/missing updates for Acrobat App from App Store (iOS) or Play Store (Android) and reboot the device once.

 

Let us know how it goes.

 

~Amal

 

 

A
alcid67Author
Participant
November 20, 2024

Hi ~Amal,

 
Thanks for your concerns !
The problème happens when I “click” on an item from acrobat that is remote (on the creative cloud). It can happen as well on the iPad then on the iPhone and gives just that error message shown on the attached file. Can’t know what is the problem. 
Sometimes it works, sometimes not (unfortunately not when I seem to really need it !). Could not figure out what was different. 4G or wifi, cutting every security (like vpn, private relay, …) does not change anything.
It is very annoying as I already lost some concert and theater entrees like this, and could not co-work on a file that I shared myself as I could not retrieve it.
 
Ps: 
- system software and app software is always up to date
- I think I did not had those problems on Wi-Fi… but I need those syncs even more when I am mobile
- I did kill the app and restarted it without further succès in getting my files, but I did not try to reboot iOS and the app (acrobat) and the connection…
 
Best regards, Sebastian 
Amal.
Community Manager
Amal.Community Manager
Community Manager
November 28, 2024

Hi there

 

We are sorry to hear that the issue still exists.

 

Please try to clear the cache of Acrobat app on your iOS device and see if that works:
  1. Open Settings
  2. Select General
  3. Select iPhone Storage
  4. Choose the app you want to clear
  5. Tap Offload app 
     
 
Note: Offloading an app will uninstall it, but it will keep all documents and https://adobe.ly/3Zq46WZ can reinstall the app later to restore your settings and information. 
Clearing the cache can help with performance issues and connectivity problems.
 
 

 

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