Cannot Convert PDF to Excel Format (.xlsx)...

[rrchampion]

For over a week, I've been unable to convert a PDF to .xlsx Excel format; after considerable wheel spinning, I get "An error occurred while signing in." Working with support, I uninstalled/reinstalled Adobe Reader; the support tech reset all the preferences, all to no avail. I'm on a Mac under OS 10.9.5.

My case number with them is 186473209; it's been advanced to a higher support level.

Today, I had a friend attempt the conversion on his Mac, which is running Yosemite. He logged on with my info and was able to effect the conversion.

Could that be the solution, or might there be something else going on with my Mac that's causing the problem?

[RahulTyagi_]

Hi Bob,

Are you able to sign into your account using web interface? You can try converting files using web interface through this link  : https://cloud.acrobat.com/exportpdf

Regards,

Rahul

[rrchampion]

Thanks very much, Rahul. I've attempted this before while on the line with

Adobe with no success. Here's what happens, which I just now reconfirmed.

1- Once I initiate logging in, it takes bloody forever for the spinning boxes

to stop and ask me to select a file to convert.

2- I click to select a file and, again, the spinning boxes take forever.

3- Then another window comes up with a different format for selecting file to

convert.

4- After clicking to select a file, I then get the below window (noticed that

I am logged in as "Bob") and cannot "Continue," only "Cancel":

That's it.

I can access my plan info but nothing else:

Bob

[RahulTyagi_]

Hi Bob,

We regret for the inconvenience caused to you, I will try my best to help you with this issue.

Firstly i would recommend you to try logging on cloud.acrobat.com using a different browser after clearing its history ( Including cache, cookies, offline web content and user data) and then try accessing the service.

Are you able to convert files into other formats? Does this issue occurs while converting this particular file or with all other files?

I guess you attached a screenshot in your comment but am not able to view it so can you attach it again so that i can look into this issue.

Regards,

Rahul

[rrchampion]

Hi, Rahul,

I did that in consultation with Adobe and just did it again:

1- I used the Maxthon browser and cleared everything from the beginning of

time.

2- I attempted to log into cloud.acrobat.com; the four boxes spun for

several minutes.

3- I finally got logged in (my user name, "Bob," appeared in the top right

corner.

4- The webpage said, "Create a PDF." I clicked to "Export PDF," and got the

webpage "Select PDF Files to Export"

5- When I click it, I get a blank page to "Select Files" but the "Continue"

button is grayed out; I only can "Cancel."

6- Here again is a Skitch grab of it:

7- Obviously, I cannot convert ANY files into OTHER formats.

Bob

[RahulTyagi_]

Hi Bob,

I still don't see any snapshot of the issue, Can you please mail me the snapshot at dim85451@adobe.com ?

Moreover i would recommend you to use a different browser like safari or chrome to access the website.

As you stated in the first post that your friend is able to login using your credentials on his machine and he is able to perform the conversion, so Do you notice anything different that he is doing in the process which you are probably ignoring? and which browser is he using for accessing this website?

Regards,

Rahul

[Sara_Forsberg]

Hi Bob,

As Rahul suggests, please try a different web browser. The one you say you're using, Maxthon, isn't a supported web browser (please see System Requirements | Adobe Acrobat Pro and Online Services).

Best,

Sara

[rrchampion]

Thanks, Sara. I have attempted to effect conversion using other browsers,

including with Firefox, clearing all caches etc. The reason I tested with

Maxthon is that I didn't mind clearing it as well. Here's what I just sent

to Rahul:

I thought I told you that I have attempted the conversion using four different

browsers, all with the same failed result. These were Chrome, my default

browser, Firefox, Safari, and Maxthon. Per an Adobe techie's recommendation, I

cleared ALL cache and history as a test in both Firefox and Maxthon.

As I also told you, although I eventually get logged in, it takes inordinately

long to do so. When I select to begin the converting process, I get stuck at

this window with the "Continue" button grayed out; can only "Cancel."

Maybe I neglected to tell you that my friend is running Yosemite while I'm

still on Mavericks. A technician at Adobe told me that they think that may be

the issue.

Bob