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

[Abinash367859270zyd]

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.

[Tariq Ahmad]

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

[Russell_Nakano0384]

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?)

[inna_2009]

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?

[india_7811]

bei mir funktioniert es auch nicht.. ich habe alles aktualisiert, neu geladen etc. genau die gleiche meldung wie die person vor mir, habe ich auch angezeigt bekommen

[John29758264etvx]

I'm having the same issue. Running latest Acrobat (2024.005.20400) w/MacOS 15.3.1. I've restarted Acrobat and my Mac to no avail. I've tested with the same files generating AI summaries on Adobe's website with no problem and the files I'm using do meet the AI prerequisites. What's the fix?

Thanks.

[John29758264etvx · Accepted solution]

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

[jeepmike2012]

I need help as well. I have uninstalled using the official Adobe uninstaller and then reinstalled according to instructions using the official link, restarted the computer, logged out, and logged back in. The AI assistant still does not work. It worked fine up until about a month ago. The payment is current. I'm not sure what the problem is. Any help would be appreciated. I just have a black screen, and I've attached a screenshot. Thanks in advance for your help.

Macbook M1 Pro

macOS Sequoia 15.4

[Tariq Ahmad]

Hi, @jeepmike2012, sorry for the troubling experience and the delayed response. 
Please let me know if we can connect on the MS Teams meeting; if yes, please click on the Envelop icon at the top right corner and let me know the email ID where I can send you a meeting invite, timezone, and a possible day/date. 

Thank you for your patience and support.

~Tariq
 

[santosh_6049]

Santosh ray

[ClearancePsych]

I paid for Adobe Acrobat AI as well. It works maybe 10% of the time. It hangs up, freezes, tells me 'somethign went wrong" so try again later. I have better luck uploading my pdfs to Chat GPT for analysis. I'd love to have my money back for this and I suggest you dont waste you money on it. 

[jamesp12650258]

I agree; also, they are too complicated and control your creativity. The first AI was simple; "unattractive interface" was not controlling. It's sad. If it's not broken, don't jizy-jazzy it up; that's controlling creativity, not giving users absolute creativity. My phone AI app is so much better.

[Dynamic_play5565]

Just came here to say Im also having issues with my AI assistant shortly after purchasing the subscription. very upset. 

[shaktikeshri]

Hi @Dynamic_play5565 ,

Is your issue similar to what you have described at Re: AI Assistant - Adobe Community - 15239917 or there is some other issue as well. Please help us with the logs using the steps as mentioned in other thread.

Thanks,

Shakti K

[lok_man_6985]

I have the same problem; I already tried to restart, sign out and sign back in using online and software, but all AI assistants failed to respond. I think there is a problem with their server

[resourceful_character2220]

this message frequent coming when i have starting to use ai in adobe acrobate , sign in to start using ai assistant .by clicking get start , but i cant use this properties in app

[22603684gd51]

Same issue. No solution so far.............. Some documents work on the website, almost none work on the desktop version.

Acrobat Reader AI Assistant: "This feature current... - Adobe Community - 15295506

[rafael_7544]

I've tried everything from deleting acrobat to signing out, rebooting phone & nothing always "something went wrong"

[Vinod Dobhal]

Hi @rafael_7544 ,

Apologies for the inconvenience caused. To help us investigate the issue further, could you please share the diagnostic logs? Also, if possible, also share the test file (after removing any confidential information). You’re welcome to send it via private message if preferred.

To collect the logs:

1. Download and run the Diagnostics Utility from: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
2. Click on Start Diagnostics.
3. Launch Acrobat, reproduce the issue with your file.
4. Once done, click Stop Monitoring.
5. Share the Log ID with us.

Thanks in advance for your support!

Regards,

Vinod

[rafael_7544]

It started working this morning