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D
Davidinu
Participant
July 8, 2026
Question

Adobe Express Ai Translate " Uh ho"

  • July 8, 2026
  • 1 reply
  • 31 views

I have the acrobat standard dc and ai assistant for acrobat license. So do my colleagues. When trying to translate from german to english adobe express opens and starts to load after a while im met with “ uhoh… sorry something went wrong. please refresh your internet or check file size and try again” i tried using different files different browsers, incognito browsers, removed the license and readded it but still with same issue. An adobe representative connected remotely. Did nothing and later said that I dont have the corresponding license “adobe express” Yet my colleagues which have the same exact license manage to work normally and are not prompted with any hiccups. Im out of options.

    1 reply

    Rose DV
    Community Manager
    Rose DVCommunity Manager
    Community Manager
    July 8, 2026

    Hi ​@Davidinu!

    Thank you for the detailed context - and the fact that your colleagues with the exact same license can use the translation feature without any issues is noted. That tells us this is likely an account-level provisioning issue specific to your profile rather than a plan limitation.

     

    A good first step would be to check with your IT team or administrator to make sure your Adobe ID has been provisioned with the same entitlements as your colleagues - it's possible your account wasn't set up identically even though you're on the same plan.

     

    If IT confirms everything looks the same on their end, I'd then recommend reaching out to Chat Support once more and asking them specifically to compare the entitlements on your Adobe ID with a colleague's who has access. You can reach them at https://helpx.adobe.com/support.html (click the three dots menu).

     

    Let us know how that goes!

    Rose

    D
    DavidinuAuthor
    Participant
    July 9, 2026

    Hi ​@Rose DV ,

    Im actually part of the IT department for this company but we don’t have credentials to their Adobe portal as this is not managed by us but this is managed by themselves. What I did was re-create the user entirely remotely, but was still facing issues.

     

    When you say Entitlements from where can they be accessed ? and could these relate to adobe express and adobe acrobat reader ? As what I found was here https://helpx.adobe.com/sign/using/adobe-sign-pdfpack-manage-entitlements.html

     

    Thanks very much. 

     

    Rose DV
    Community Manager
    Rose DVCommunity Manager
    Community Manager
    July 9, 2026

    Hi ​@Davidinu!

    Thank you for the extra context!

    The Adobe Sign entitlements page you found isn't quite what we're looking for here; what I meant by entitlements is the product licenses assigned to the user's Adobe ID within the Adobe Admin Console.

    Since the Adobe portal is self-managed by the company rather than your IT team, the person who administers their Adobe account would need to check the Admin Console at https://adminconsole.adobe.com to verify that the user has been assigned both the Acrobat and Adobe Express licenses correctly under their Adobe ID.

    Given that recreating the user didn't resolve it, this really needs someone with Admin Console access to investigate. 

    Let me know how that goes!

    Rose

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