AUTO_CANCELLED_CONVERSION_PROBLEM

Question

We received a callback request from Adobe eSign with the parameters: eventType=AUTO_CANCELLED_CONVERSION_PROBLEM and status=ABORTED. The AUTO_CANCELLED_CONVERSION_PROBLEM event indicates that the process was automatically cancelled due to a file conversion issue. This issue only occurs when using the API. We have identified limitations specifically related to converting .xlsx and .docx files to PDF, which results in the AUTO_CANCELLED_CONVERSION_PROBLEM error from Adobe's end. Although we upload .xlsx or .docx files, Adobe internally attempts to convert them to PDF. Could you please check and explain why this issue occurred in the API callback, and update me accordingly?

Meenakshi Negi · Accepted Answer

Hi karupps1016,

Thank you for reaching out.

We checked your account using the email address you used to sign in to the community. It shows as a free account.

Assuming that you have the Acrobat Sign Enterprise plan and have an issue with the API integration, the experts can best answer it.

Please contact our Adobe Sign Enterprise support team for the correct information. You may contact them using the steps in the following help document: https://adobe.ly/45Icmp0;

For more information on integration, refer to the following help document: https://helpx.adobe.com/sign/integrations/home.html.

Thanks,

Meenakshi

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