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M
Mike282732156zj1
Participant
February 13, 2023
Question

Combining files gives the error "docname could not be converted to PDF"

  • February 13, 2023
  • 1 reply
  • 2428 views

On a monthly basis I create a single PDF document using the Combine tool which contains a combination of PDF, Word and PowerPoint documents. I now have a new laptop and this is throwing errors with some (not all) of the Word or PPT documents unable to convert.
The result is inconsistent - a document may fail in one try but succeed the next.
With my IT service provider we have:

  • Ensured I have a 64bit version of Office.
  • Run the Office repair tool on the Office installation.
  • Tried running it without our security software. 
  • Changed security settings in Adobe.

None of these have given a conclusive resolution. Searches of the community and help pages has not resolved the issue.
Anyone able to help with this.

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
February 13, 2023

Hi @Mike282732156zj1 

 

Hope you are doing well and sorry to hear that.

 

As mentioned its an issue with some random files, what is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 22.3.20314 installed. Go to Help > Check for updates and reboot the computer once.

Also, try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

 

Let us know how it goes.

 

Regards

Amal

M
Mike282732156zj1Author
Participant
February 14, 2023

Hi Amal,

Thanks for the response.

The version is the current version 2022.003.20314 | 64-bit.

I moved the "Preferences" folder and still had the same error on a Word document.
Any other ideas would be appreciated.

 

Amal.
Community Manager
Amal.Community Manager
Community Manager
February 14, 2023

Hi @Mike282732156zj1 

 

Hope you are doing well and sorry for the trouble.

 

Would you mind sharing a small video recording of the issue for a better understanding? Please share the PDF file in question via private message so we can chek it at our end.

 

Also, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

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