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acmechanical
Participant
June 21, 2014
Question

I can't view a very important file on neither of my devices

  • June 21, 2014
  • 2 replies
  • 340 views

I had never had a problem with Acrobat.com before.  I modified a very important file on June 6th and saved to my Acrobat.com   For the past week, I haven't been able to open up the file from either of my devices.  Theres no preview available and it tells me the to download so I can view but it won't allow me to download. Its in PDF format and its 6.0 MB.  I tried accessing from my Galaxy Note 10.1, Note 3 and my laptop and it won't allow.  This file has changes necessary for work and I am really frustrated to have trusted Acrobat.com. 

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    2 replies

    S
    Community Manager
    Sara_ForsbergCommunity Manager
    Community Manager
    March 10, 2015

    Hi acmechanical,

    I'm so sorry that you've been unable to access that important file. Are you receiving any error message when you try to download it? If so, what is the error?

    Are you able to download other files? For starters, please clear the browser cache, and then log back in to https://cloud.acrobat.com/files. You may also want to try downloading it via Adobe Reader by choosing File > Open from Acrobat.com.

    Please let us know how it goes.

    Best,

    Sara

    histlady
    histlady
    Participant
    March 10, 2015

    I am having the same problem. It is asking for a password. I have entered EVERY password I have ever used! It will accept the password to get into adobe.com but NOT the file!!! I need help!!

    S
    Community Manager
    Sara_ForsbergCommunity Manager
    Community Manager
    March 10, 2015

    Hi histlady,

    The password to access your Acrobat.com account is separate from any passwords applied to PDF files. It sounds like the file you have has been password-protected by the person who created it. Are you able to contact the person who created it, so that you can get the password necessary to open the document?


    Best,

    Sara

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