Skip to main content
Rodolfo_Santos da Sil8122
Rodolfo_Santos da Sil8122
Participant
July 27, 2026
Question

AI Assistant is extremely slow and frequently fails with "Something went wrong" (Paying subscriber)

  • July 27, 2026
  • 3 replies
  • 54 views

Hello everyone,

I am an Adobe Acrobat Pro subscriber, and I have been experiencing a very frustrating issue with AI Assistant.

The feature is extremely slow and, in many cases, ends with the following error message:

"Something went wrong. Please try again later."

Even very simple requests are taking an unreasonable amount of time. For example, I asked AI Assistant to simply define the word "fluke", and after waiting more than five minutes, it still had not produced a response. Sometimes it eventually displays the error above instead of answering.

This completely defeats the purpose of paying for an AI-powered feature that is supposed to provide quick assistance.

What I have already tried

  • Updated Windows to the latest version.

  • Updated Adobe Acrobat to the latest version.

  • Restarted my computer.

  • Signed out of my Adobe account and signed back in.

  • Tested multiple PDF files.

  • Closed and reopened Acrobat several times.

Unfortunately, none of these steps solved the problem.

Support experience

I also tried contacting Adobe Support through the official website. However, I was informed that no support agents were available, and I was not even given the option to wait in a queue or open a support case. My only options were to close the chat or search the community.

As a paying customer, this was very disappointing.

My questions

  1. Has anyone experienced the same issue?

  2. Is there any known fix?

  3. Could an Adobe employee please investigate whether this is related to my Adobe account, AI Assistant entitlement, or a backend/server issue?

If an Adobe representative reads this, I would appreciate having this issue escalated to the engineering team, as AI Assistant has become practically unusable despite being included in my subscription.

Thank you.

    3 replies

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    July 27, 2026

    ​Hi @Rodolfo_Santos da Sil8122 ,

    Hope you are doing well and thank you for the detailed post 

    Before I point you in the right direction, we need to have a few quick questions for more information.

    1. Which version of Acrobat Pro are you on? You can check under Menu >Help >About Adobe Acrobat. and make sure its updated to the latest version  26.001.21745 Planned update, Jul 23, 2026 go to Help . Check for updates and reboot the computer once.

    2. When you tested multiple PDF files, were they all stored locally on your machine, or were any of them opened from a cloud/network location (SharePoint, OneDrive, etc.)?

    3. Does the issue happen on every PDF, or are there any files where AI Assistant actually loads (even if slowly)?

    4. Have you tried using AI Assistant on the web version at https://adobe.ly/4vNWTNv with the same PDF? This helps us understand if it's the desktop app or your account/entitlement that's the issue.

    5. What's your network setup, are you on a home network, or a corporate/work network with a firewall or VPN?

    6. Did this issue start suddenly on a specific date, or has AI Assistant never worked reliably for you since you subscribed?

    Your answers will help us narrow this down quickly, whether it's a local installation issue, a network/proxy block, an account provisioning problem, or something on our end that needs escalation.

    ~Amal

    Rodolfo_Santos da Sil8122
    Rodolfo_Santos da Sil8122Author
    Participant
    July 28, 2026

    Hi Amal,

    Thank you for your response. Here are my answers:

    1. Acrobat version

    I have now updated Acrobat to version 26.001.21745, as you suggested.

    Unfortunately, the update did not resolve the issue.

    2. PDF location

    The PDF I tested is stored in Adobe Cloud Storage. I have not yet tested with a PDF stored locally on my computer.

    3. Does the issue happen on every PDF?

    So far, AI Assistant has been consistently very slow.

    After updating Acrobat, I tested again by asking AI Assistant to define the single word "hydration."

    The response took 1 minute and 37 seconds.

    While it eventually answered this time, I still consider this far too slow for such a simple request.

    In many previous attempts, it has also ended with the error:

    "Something went wrong. Please try again later."

    4. Web version

    Yes. I tested the same PDF using the Acrobat web version.

    The performance was almost identical.

    The same prompt ("Define the word hydration") took 1 minute and 16 seconds before receiving a response.

    This makes me believe the issue is not limited to the desktop application.

    5. Network

    I am using a home network.

    There is no corporate firewall, proxy, or VPN.

    6. When did the issue start?

    AI Assistant has never performed reliably since I subscribed.

    I have experienced both extremely long response times and frequent "Something went wrong" errors.

    Additional information

    I recently updated Windows to the latest available version. The issue was present before the update and continues after it, so I do not believe it is related to Windows.

    Since the same behavior occurs in both the desktop application and the Acrobat web version, could you please verify whether there is any issue with my Adobe account, AI Assistant entitlement, or the backend services associated with my Adobe ID?

    From my perspective, this seems more likely to be an account or server-side issue than a local installation problem.

    Thank you for your help.

    A
    Adobe Employee
    absethi17096557
    Adobe Employee
    July 28, 2026

    Hi Rodolfo,

    Since the issue reproduces identically on both desktop and web, this doesn’t look like a local installation or network problem.

    Requesting you please try 

    1. Full sign-out and back in. Sign out of Acrobat entirely, quit the app, restart your machine, and sign back in. This refreshes the AI entitlement token separately from your regular Acrobat session — a partial sign-out often doesn't touch it.

    2. Test with a locally stored PDF. Save a simple PDF to your desktop (not Adobe Cloud) and test there. If AI Assistant works on that file, the issue is with Cloud-stored document ingestion. If it still fails, the problem is account-level.

    If none of those help, Please share the email id for which you have the subscription we will check your AI Assistant entitlement provisioning specifically — not just your Acrobat Pro subscription status. 

    Firefly Community Gallery
    Adobe Firefly

    Remix with Firefly Community Gallery

    Thousands of free creations to fall in love with and remix in Firefly.

    Explore now
    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices