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T
thill.89
Participant
December 11, 2014
Question

HELP - Receiving error message "The file has not been processed. An error has occurred which stopped the processing of the PDF"

  • December 11, 2014
  • 2 replies
  • 1403 views

Have been using Adobe CreatePDF for many months successfully.

Only recently over the past few days I have been experiencing errors for periods between 3-5 hours on every attempt to convert/combine files. The error reads: "The file has not been processed. An error has occurred which stopped the processing of the PDF"

It will stay like this and no amount of refreshing the cache, logging in and out will help. I'm running Firefox 34.0.5, windows 7 64bit. Only solution I've found is to wait until the next day and it seems to be working again. Only explanation i can think of is some unexplained maintenance adobe is running behind the scenes because I'm often working late between 12am - 4am.

When this problem happens, no file types will convert/combine I've tested JPEG, PDF and word docs to PDF.

I log in and out of my account, I've cleared my cache, I'm using Firefox 34.0.5 which has always worked in the past I just don't understand how this error is happening for such long periods. Starting to reconsider this product when there are free alternatives to simply combine my PDF docs! please help.

Tom.

This topic has been closed for replies.

2 replies

T
thill.89Author
Participant
December 23, 2014

I am still experiencing this problem. Customer service from Adobe has been abysmal!

I called Adobe tech support at 2am Australian time ( >1 weeks ago) and got onto a help centre in India. I was walked through all the troubleshooting steps and they remotely accessed my PC and confirmed that It was not my PC that was at fault. They reset my password and dialed into my adobe account from their end to attempt a simple conversion and export to PDF which failed. I was told that this problem is not something they can fix, and is a result of something on the back end of their software.

They advised me that the problem would be passed to a fixed within 12 hours and they would call and email me to confirm everything was OK. I gave my phone number with (area and country code) my email but have not had any communication back.

I am extremely dissatisfied, and just want this software to function. Is that too much to ask?

Note: This problem is happening always now, regardless of time being used.

Tom

S
Community Manager
Sara_ForsbergCommunity Manager
Community Manager
December 11, 2014

Hi Tom,

It sounds like you've done some pretty thorough troubleshooting already! I'm assuming those same files combine without error outside of the 3-5 hour period? Let me look into that and see if why there might be a problem converting files between those hours (what time zone are you in)?

Best,

Sara

T
thill.89Author
Participant
December 12, 2014

Hi Sara,

I'm at work now and experiencing the problem at the moment too. it's 2:15pm here GMT+10


Tom

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