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Answered

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

Forum|Forum|1 year ago
April 17, 2024
16 replies
21948 views

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.

Al Assistant

Correct answer John29758264etvx

Signing out then back into my Adobe account resolved the issue.

Show previous replies

I

inna_2009

New Participant

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?

R

Russell_Nakano0384

New Participant

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?)

ICRA_2024_Paper_List_v1.pdf

M

mojavepictures

New Participant

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?

T

Tariq Ahmad

Community Manager

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

T

teelight

New Participant

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

T

Tariq Ahmad

Community Manager

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

AnandSri

Community Manager

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.

A

Abinash367859270zydAuthor

New Participant

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.

Meenakshi Negi

Community Manager

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

Meenakshi Negi

Community Manager

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

C

CSD_Cyber

New Participant

Hi Adobe,

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

S_S

Community Manager

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

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