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naomig40535195
naomig40535195
Participating Frequently
April 3, 2018
Question

Trying to convert to DOCX using the subscribed ExportPDF feature...

  • April 3, 2018
  • 2 replies
  • 1327 views

Acrobat Reader keeps saying the upload fails after about 10% of the progress circle is complete.

I can upload manually and convert but this is not a fix, we need it to work as intended for the End Users.

Have tried removing, rebooting and re-installing - No change

Have tried downgrading to an older version - No change

Have upgraded to the latest version available from the site right now - No change

Have deleted the local cache files in Appdata for Reader - No change

Have cleaned up the appdata folders between installs of different versions - No change

Have tested under another user profile - No change

Have tested with administrative rights to the PC - No change

Only affecting 3 out of 25 computers and all affected at the same time with no apparent reason.

Dell USFF desktop computers running the following app version

1. Windows 8 with Reader 15.020.20042

2. Windows 8 with Reader 15.023.20053

3. Windows 10 with Reader 15.023.20053

This topic has been closed for replies.

2 replies

naomig40535195
naomig40535195Author
Participating Frequently
April 17, 2018

Thank you for the advice

Focusing on just one of the machines, I have tried:

Updating to the latest Acrobat Reader version available 18.011.20038.5321 - no change

Cleaning Adobe off using the suggested tool, rebooting and re-installing the recommended version as above - no change

Tested with 10 different PDF's ranging from simple 1 page to 40+ page documents - no change

Adding a WiFi adapter to the desktop and connected to an isolated test wifi network - no change

Exited all anti virus and security software on the machine - no change

The error is always the exact same as the original screen shot.

Is there any other avenue for support, I suspect a developer would know the answer straight away, it possibly relates to the way the file is cached to the local machine before upload?

T
Test Screen Name
Legend
April 17, 2018

No developers are involved in tech support. You deal with tech support, who deal with tech escalation, who deal (finally after more layers) with developers.

naomig40535195
naomig40535195Author
Participating Frequently
April 18, 2018

Your comment literally confirms that they are involved, just not until the last level, which is what I am asking for, escalation.

Please keep your unhelpful comments off the forums.

AnandSri
AnandSri
Legend
April 3, 2018

Hello Naomig,

We apologize for the inconvenience caused, as per the description above, you are not able to upload a PDF file using Adobe Reader DC so that you can convert the PDF to a Word document using the Adobe ExportPDF service, Is that correct?

The record shows that you are subscribed to Adobe ExportPDF service with your current Adobe ID, try exporting the PDF file through the URL https://cloud.acrobat.com/exportpdf with your Adobe ID and password on a browser like Chrome, or Firefox, or Safari and see if this brings any difference.

The latest update of Adobe Reader is 18.011.20038, please check for the latest updates from help>check for updates, reboot the machine after installing the updates.

You can also install the latest updates manually from DC Release Notes — Release Notes for Acrobat DC Products

You can remove Adobe Reader using the Acrobat cleaner tool Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install the latest Adobe Reader DC from Adobe - Adobe Acrobat Reader DC Distribution

If the issue still persists, please try connecting the machine to a different network environment like a wired/wireless guest network or a mobile hotspot.

Is the conversion failure/upload issue is specific to one PDF file or is it with all the PDF file? Have you tried with other PDF files?

You may also refer to

Let us know how it goes and share your findings.

Regards,

Anand Sri.

naomig40535195
naomig40535195Author
Participating Frequently
April 20, 2018

Bump

AnandSri
AnandSri
Legend
April 23, 2018

Hello Naomig,

Sorry for the delayed response and inconvenience caused. There was a minor issue with the Document Cloud conversion with a browser and that has been taken care of.

Please try converting the file through a browser like Chrome or Firefox or Safari https://cloud.acrobat.com/exportpdf

We would highly appreciate your help in getting this issue fixed, as this issue is not reproducible at our end in any environment , however, with the details shared by users, we are trying to get this issue resolved.

If you are still experiencing this issue with the Adobe Reader app, please share the following details:

Let us know how it goes and share your findings.

Regards,

Anand Sri.

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