AI Assistant on Acrobat Not Working (Something went wrong. Try Again)

Report · Apr 16, 2024

I paid for the AI Assitant Subscription, and it just doesn't work. I tried it on a couple of research papers. I tried it on a simple resume. I even tried it on a document which has almost no specialized formatting. Same message over and over again "Something Went Wrong. Try Again."

It's frustrating that a premium feature won't work. And on top of that, it won't even tell me what exactly went wrong. At least give Error codes!

Does anyone have a workaround? Oh btw, I tried to do it on the Web app too. Same problem.

Report · Apr 17, 2024

Hi Abinash367859270zyd,

Thank you for reaching out, and sorry about the trouble caused.

Are you getting the error message with a specific PDF file, or is it happening with all PDFs? Are you using the AI assistant on Acrobat or the freeware Reader? Also, could you please confirm the current version of Mac OS that has been installed? I assume you're using the latest Acrobat/Reader app version: 24.002.20687.
Try experimenting with a different set of PDFs to see if you encounter the same error message. Additionally, restart the app once and give it another try.

Please keep us updated on your progress.

Thanks,

Meenakshi

Report · Dec 15, 2024

Hi Adobe,

I'm all paid up and the AI Assistant isn't working. Please see the attached screen shot.

Report · Dec 16, 2024

Hi @CSD_Cyber,

Hope you are doing well.

This looks strange and shouldn't be happening.

Does the file have any usage restrictions or is password protected?

This is the only reason I could find here for the error. That being said, would you mind checking the help page and letting me know if the file does comply to all the prerequisites: Prerequisites for using generative AI features.

If yes, please share the file with me over a private message. To do so, click on my profile name followed by the blue "Send Message" button on the next page.

-Souvik

Report · Dec 16, 2024

This appears to be working now. I don't know what changed- maybe an update
happened. Either way, thanks.
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*Jonathan Hartwig*
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above or their designee.

Report · Dec 18, 2024

@mojavepictures That's great!

It could be an intermittent issue trying to connect to the server.

Please feel free to reach out in case you experience such issues in the future.

-Souvik

Report · Apr 17, 2024

Hello @Abinash367859270zyd

Are you still encountering the issue? Please try restarting the app, sign out, sign in again with the Adobe ID (email) linked to the purchase, and then check.

Please let us know if you encounter any error messages.

Thank you for your time and cooperation.

~Anand Sri.

Report · Apr 17, 2024

No, the problem persists.

It wasn't clear in the purchase page and the entire Adobe Acrobat page --
Do I need to be subscribed to the Adobe Pro plans, in addition to Assistant
to use it? Like the plans which enable me to edit, sign or organize PDFs?

Because, I was a subscriber to such a plan (I think the lowest tier, about
$20 a month). I am not anymore. However in my plans, the AI Assistant plan
shows up as a stand-alone plan.

I signed out and signed back in, the problem still exists.

The AI assistant works in the Mobile app, and the web app, but not the
desktop version.

Report · Apr 18, 2024

Hi Abinash367859270zyd,

Thank you for reaching out.

As you have purchased the AI assistant subscription, you do not require an Acrobat subscription to use it. You can use it with the free version of Acrobat Reader. You can view, print, sign, and share the PDF on Acrobat Reader.

However, if you try to edit a PDF (we assume you are referring to the Edit PDF tool, not the Fill & Sign tool), the feature is part of the Acrobat subscription. Features like editing or organizing PDFs will require a separate Acrobat subscription.

As you mentioned, the feature works on web and mobile versions. Please let us know if you use the editing or organizing options on web and mobile applications. More information will help us to provide correct information.

Thanks,

Meenakshi

Report · May 19, 2024

I purchased the subsription of AI Assistant a couple of days ago and since last 8 hours it stopped working and requires resubsription and if I click on resubscription on Android PlayStore it shows an error.

what should I do. the android account used for purchasing AI Assistant is javediqbal307@gmail.com

regards

javed iqbal ghumman

Report · Apr 18, 2024

Adding to what Meenakshi has mentioned.
Please also let us know if the machine you are using is IT-managed or personal.

~Tariq

Report · May 16, 2024

Hi mine doesnt work either. I purchased yrly subs. Already. Error code appears.

Report · May 27, 2024

Hi @Melissa37442355dkq2,

Hope you are doing well. Thanks for writing in!

I checked your account details and saw an active subscription for AI Assistant.

Have you installed the application from the Google Play Store or Samsung Galaxy Store? This is crucial to understanding the situation, as your purchase is from Samsung, not the Google Play Store.

Also, to test, would you mind uninstalling and reinstalling the app from the Samsung Galaxy Store? Once installed, log in using the same Adobe ID you signed in to the community and check if you can use it now.

The AI Assistant Pack should work independently, regardless of whether you have an active Acrobat subscription.

If the issue persists, please share a screen recording video of the entire event and the Application version number for a better understanding and assistance.

Hope this helps.

-Souvik

Report · May 27, 2024

Hi!

Bought from samsung. I got the yearly that has error code and cant work at
first. I had to buy monthly later coz i need for work. Monthly can work but
yearly cant and has error code. Hence you probably saw active being monthly
subs.

Thks
Mel

Report · May 28, 2024

Hi Mel @Melissa37442355dkq2,

Thanks for the response!

I checked the details, and the yearly subscription, somehow, does not reflect on our servers but appears on the Samsung Portal.

I am checking this with the dedicated team for further investigation and fixing.

Meanwhile, I request you to continue with the monthly plan for AI Assistant.

Your kind understanding and patience are highly appreciated!

-Souvik

Report · May 28, 2024

thks a lot souvik here is samsung's reply attached.

Report · May 28, 2024

Report · May 28, 2024

samsung does not want to refund me. When i contacted adobe virtual chat centre at first i was told to ask samsung for refund and not adobe. Ok, i do hope after my mthly subs expire, my yearly subs can work please? Coz i had to get a duplicate monthly subs to compensate for yrly subs not working. My extra $9.50 for $80 yearly subs that could not function 😞

Report · Jul 19, 2024

AI assistant just keeps thinking, never delivers, overview or any screen to ask questions... stuck in the first mode. Help.

Report · Jul 19, 2024

Thanks for reaching out @teelight
Is this happening with all the files? How often this issue occurs?

You may try the following steps and let us know if that makes any difference:

Launch Acrobat. Click on the Hamburger icon > Help > Repair installation.
Restart your machine, if possible.
Try again and let us know if you notice any difference or issue remains the same.

Also, kindly check if there is no intermittent issue with your network.
We will be waiting patiently for your response.

~Tariq

Report · Oct 08, 2024

It's completely broken on Acrobat for me. I'm on Windows 11, Google Fiber 2GB, have a UFO of a machine and no ability to chat with my PDFs in acrobat. "Something went wrong. Please try again."

Signed out, signed back in. Updated everything. What else?

Report · Oct 09, 2024

Hi @mojavepictures,

Sorry for the troubled experience. There are numerous reasons this may happen.

Can you share the file with us to check why this is happening on your end? Also, please screenshot the complete message and share it with us. We will review it and let you know.

Please know that we are fully committed to addressing issues like this and ensuring that the app functions smoothly for all users. Your feedback is invaluable in helping us improve, and we’re actively working to resolve this problem.

Thank you for your patience and understanding as we work to make things right.

~Tariq

Report · Dec 21, 2024

I had the same error, "Something went wrong. Please try again." The initial document is a PDF of an Excel spreadsheet with 5 columns (title, author, organization, session, abstract) and about 1400 rows of text, attached below. The initial load of the document went fine, which produced the overview, "The document discusses various innovative approaches and techniques in the field... and action recognition.". The error occurred on the seemingly straightforward query, "which titles pertain to humanoid robots?" The Google sheets doc used create the input PDF is in the public domain. Is the crash automatically logged, with the presumably tokenized input captured for crash analysis purposes? Is there a place where the AI Assistant states its version number to facilitate bug reporting? (And yes, I too am disappointed at having paid a subscription only to have the service crash. Indeed, can Adobe reassure users that when a crash occurs, that neither the crashing query nor the initial document load count against the subscription quota?)

Report · Dec 25, 2024

I have also an issue with AI Assistant. I just purchased a monthly subscription. but I can use it, it says I need to pay, but I just got charged. What should I do?