Adobe AI does not work

[mikkel_9154]

I keep getting the message: "Something went wrong. Please try again" when I try to process a PDF document. I have had the problem before, but now it is worse than ever. Usually it works after a couple of retries, but not this time. I am very frustrated because I am in acute need of the function and am paying a a monthly fee to use it. 

I have tried restarting my computer

I have tried changing the PDF file (all files are in english)

I have tried signing out og signing back in to my Adobe profile

I have checked my internet connection 

Is this a server problem? How do I resolve this? Any ideas?

My computer: Macbook Air, M3 chip.

Operating system: Sequoia 15.3.2

Adobe Acrobat Reader version: 2025.001.20438

Kind regards from Mikkel

[lok_man_6985]

Me too,  I literally try everything on every device: restart the software, restart my M2 Macbook, and re-login. No matter what I use, there's "something went wrong"; I think it is a problem with the server.

[mikkel_9154]

Update: I have chatted for 45 minutes with someone from costumer support. He did his best. Amongst other things, he tried to cancel and remake my subscription. Nothing worked. In the end he had to give up. He will speak to his supervisors and get back to me within 24 hours. I will update if I learn something. 

[Hazem malkawi]

If you're experiencing repeated errors, a corrupted installation could be the cause. In that case, performing a full reinstall of Adobe Acrobat is recommended.

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[Tariq Ahmad Dar]

Hi @mikkel_9154 and @lok_man_6985, 

Sorry for the troubled experience, and thank you for reaching out.

Ensure your copy of Acrobat is updated. To check for pending updates, launch Acrobat > Help > Check For Updates.

Let us know the version of Acrobat installed: https://adobe.ly/42nNXlb;

Also, please share the diagnostic logs: https://adobe.ly/427BYtp share the log ID with us. 

Also, let us know if it is possible to have a meeting if the logs are inconclusive to find the root cause of the issue.

Thank you for your patience and support.

~Tariq