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WKautomotive
WKautomotive
Participant
October 7, 2021
Question

Acrobat Pro DC - Document sharing failed

  • October 7, 2021
  • 1 reply
  • 6264 views

I need to send out PDFs for shared review, but I am having trouble sharing documents.

Initially, using the "Share a link to this file" and then "Create Link" button seems to work fine: a link is created and copied to the clipboard. However, after a minute or so, the cloud symbol gets a red exclamation mark and shows this error message:

 

"Document sharing failed. Please save a copy of this file to save the changes you just made and re-share".

 

I did find a workaround: first save the document to Document Cloud, then share. 

However, my colleagues don't have to use this workaround, so it looks like a problem with my account.

I tried to clear my preferences and even re-installed Acrobat after removing it with the Acrobat cleaner tool (AdobeAcroCleaner_DC2021.exe).

 

Kind regards,

Bastin

    1 reply

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 7, 2021

    Hi Bastin

     

    Hope you are doing well and sorry for the trouble.

     

    Would you mind sharing the workflow/steps you are doing to share the PDF file? A small video recording of the same would help us to better understand the issue.

     

    What is the version of the Adobe Acrobat DC you are using? To check the version go to help > About Acrobat and make sure you have the latest version installed Go to Help > Check for updates and reboot the computer once.

     

    You may also try to share the PDF online as described here - https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html and see if that works.

     

    Regards

    Amal

     

    WKautomotive
    WKautomotiveAuthor
    Participant
    October 13, 2021

    Hi Amal,

    Thanks for your reply.

    We use the latest version of Acrobat. 

    Also thanks for your suggestion. Although that is a valid workaround, it's still a workaround. Our users prefer to work in the same way according to our internal instructions. 

    In the meantime, I have discovered that the problem seems to be related to the user account or license.

    When the user logs in using another account, document sharing works normally, without any of the workarounds.

    We have Creative Cloud for Teams, so I have tried to setup a new account and transfer the Creative Cloud license to the new account. With the new account, though, the problem returns.

    Any more ideas?

     

    Kind regards,

    Bastin

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 13, 2021

    Hi Bastin

     

    We are sorry to hear that. Please try to create a new test user profile with fulla dmin rights in Windows or enable the root accoiunt in Mac and try using the application there and check.

     

    Also the planned update for Adobe Acrobat/Reader DC ver 21.07.20099 is now available. Please try to update the application from the help menu > check for updates and reboot the computer once.

     

    Regards

    Amal

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