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Adobe Export pdf says no internet connection

Forum|Forum|8 years ago
October 10, 2017
8 replies
16271 views

Adobe Export pdf says no internet connection when I try to convert pdf to Word as usual despite no problems with internet

ExportPDF

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Correct answer AnandSri

Hello Pawel,

We apologize for the inconvenience caused, but my intention is to help and get a resolution for you, the suggestion above does not direct you to any other option. The URL https://cloud.acrobat.com/exportpdf is for the Adobe ExportPDF service to be used through a browser as the subscription you have is an online Document Cloud service.

You have an active subscription to Adobe ExportPDF on your current Adobe ID and there is no issue with the subscription and the services.

As you mentioned that you are able to log in but after that, you are getting an error message 'We've encountered a critical error. Please try again later. Unable to fetch base_uris from files tier'

This error is related to Network and Firewall restrictions if possible please connect the machine to a different network environment like a guest network or a mobile hotspot for testing purpose. You may also try to use the service on a different machine and see if you still get the error message.

If you are able to use the service after using a different network environment, then it seems to be a network and firewall restriction and network environment issue.

I have shared the list of Adobe ports and URLs with you via the private message which you need to whitelist on the network and firewall, share it with your IT team, please check your email inbox.

To manage your subscription, you may refer to Manage your Creative Cloud membership

Let us know how it goes.

Regards,

Anand Sri.

Z

ZacT3708862

Participant

May I get a copy of this list also

L

lindak56183640

Participant

I have the same issue, and have already posted a question that has not received a response. My Export PDF was working perfectly until a week ago, when it stopped being able to convert files. I get the No Internet message now, but had a different error message recently. PLEASE HELP. This is frustrating.

gayler70849147

Participant

We have the same issue, can the list of ports and URLs be shared please?

AnandSri

Community Manager

Hi Gayler,

I have shared the list of ports and urls, please check your email inbox.

Thanks,

Anand Sri.

N

nguyenv75063066

Participant

Would I be able to get the list as well please?

Ender831983

Participant

May I get the list of ports and URL's please? Currently having this issue. Please and thank you.

AnandSri

Community Manager

Hi Ender,

I have shared the list of ports and urls, please check your email inbox.

Thanks,

Anand Sri.

seano94893827

Participant

Please could i get a list of the ports and URLS Please?

AnandSri

Community Manager

Hello Seano,

We're sorry for the delayed response and inconvenience caused. I have shared the list of Adobe ports and urls by private message, please check your email inbox.

Thanks,

Anand Sri.

itd24912668

Participant

May I get the list of ports and URL's please? Currently having this issue.

AnandSri

Community Manager

Hello Itd,

Sorry for the delayed response and inconvenience caused. I have shared the details via private message, please check your email inbox.

Thanks,

Anand Sri.

AnandSri

Correct answer

Community Manager

Hello Pawel,

We apologize for the inconvenience caused, but my intention is to help and get a resolution for you, the suggestion above does not direct you to any other option. The URL https://cloud.acrobat.com/exportpdf is for the Adobe ExportPDF service to be used through a browser as the subscription you have is an online Document Cloud service.

You have an active subscription to Adobe ExportPDF on your current Adobe ID and there is no issue with the subscription and the services.

As you mentioned that you are able to log in but after that, you are getting an error message 'We've encountered a critical error. Please try again later. Unable to fetch base_uris from files tier'

This error is related to Network and Firewall restrictions if possible please connect the machine to a different network environment like a guest network or a mobile hotspot for testing purpose. You may also try to use the service on a different machine and see if you still get the error message.

If you are able to use the service after using a different network environment, then it seems to be a network and firewall restriction and network environment issue.

I have shared the list of Adobe ports and URLs with you via the private message which you need to whitelist on the network and firewall, share it with your IT team, please check your email inbox.

To manage your subscription, you may refer to Manage your Creative Cloud membership

Let us know how it goes.

Regards,

Anand Sri.

A

artystycznyAuthor

Participant

Dear Anand Sri,

I have finally found the solution - it appears that my router was causing a problem and updating the firmware did the trick. I apologise, the fault was not on your side, it was however very difficult to find as all firewalls seemed to allow for such traffic. Thank you for your time, without your hint about the firewall(which led me to the router) I would still be stuck.

Thank you.

Kind regards,

Pawel

AnandSri

Community Manager

That's so awesome to hear. Give us a shout if you need any assistance with Acrobat/Reader/Document Cloud Services in future.

Regards,

Anand Sri.

AnandSri

Community Manager

Hi Artystyczny,

As per the description above, you are getting a No Internet Connection error while converting a PDf to a word document, Is that correct?

Please try to export the PDF using your online account, Sign in to your account at https://cloud.acrobat.com/exportpdf with your Adobe ID and password.

You can also use the free desktop version of Adobe Reader to use the services of Adobe ExportPDF, to download Reader: Adobe - Adobe Acrobat Reader DC Distribution Link: https://get.adobe.com/reader/enterprise/

Please use a different browser and check.

Try the troubleshooting steps from the following KB Doc: Resolve connection errors with Adobe Creative Cloud and Creative Suite applications Link: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

Hope this helps, and keep us posted with the results.

Regards,

Anand Sri.

A

artystycznyAuthor

Participant

Dear Anand Sri,

So even though I am paying for this service you are sending me to a different option, not even trying to solve my problem? That is highly unprofessional. Not to mention the fact that it is not working at all - https://cloud.acrobat.com/exportpdf allows me to log in, then error message 'We've encountered a critical error. Please try again later. Unable to fetch base_uris from files tier' pops up and I am unable to proceed. I have tried using Firefox and IE, so it's not browser-related.

I am trying to use Export PDF for professional purposes and that is why I am paying for it. You do not seem interested in solving the problem. If it's not solved soon I will cancel my subscription and demand the refund for a service that does not work.

Kind regards,

Pawel

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