AI Assistant suddenly disappeared

[reminiscience]

I have the latest version (Windows 11, 64-bit 2024.005.20392)

Some weeks ago, my (paid) AI Assistant suddenly disappeared. I can’t say whether it’s due to an update or not. I use the app in English and the new UI. Switching from old to new UI didn’t bring it back. I also don’t have the settings option, so I can’t dis- or enable it. I did a repair and a full reinstallation (with the AcroCleaner). It’s just gone.

The app is installed on my second PC. My primary PC also lost the AI Assistant, but I managed to get it back (after full reinstallation).

What caused it to get removed in the first place?

[DeanUtian]

There have been a few posts on here reporting on this issue. Haven't seen a reason for the cause. May have been an update. The reccomended fix is a clean install. Full details can be seen in the discussion below:
https://community.adobe.com/t5/acrobat-discussions/ai-assistant-not-visible-on-acrobat-desktop/m-p/1... 

[reminiscience]

Thanks for the heads-up. I did read through that thread prior to my post. I got it working on my primary PC, but not with the second one. Maybe I should try to delete other Adobe files as well.

[shakti_7156]

Hi @reminiscience 

Sorry for the inconvenience caused. Please let me know the below for further debugging.

• Are you not seeing AI Assistant and summaries option itself which you can click to open or
• On clicking AI Assistant or summaries you are seeing the panel where content should appear as blank?
• Did you change the sign in account for login to Acrobat?
• Are you able to view the AI Assistant opetions in Home View or any other place within Acrobat?
• Please share the snapshot of the view.
• Please also share the diagnostic logs using Adobe Acrobat Diagnostics

Thanks,

Shakti K

[reminiscience]

Hello @shakti_7156 
I’ll answer your points one by one:

• no
• it isn’t even available
• I logged off and logged in again, didn’t change anything
• there aren’t any options in the app itself, but I can use the browser version
• 
  
  
  
  
  
  
  
  
  
  
  
  
• Log ID: 40509ca4-141b-4d50-9ff7-725ea6293296

Thanks for helping!

[shaktikeshri]

Thanks @reminiscience 

Let us investigate the logs at our end and we'll update you with next steps soon. 

Also, will you be avaialble for a call/meeting to discuss the issue in detail and resolve it.

Thanks,

Shakti K

[reminiscience]

Due to me not being in the office for a while, I would suggest we try it with the logs first. If there isn’t any solution, then I’ll actually try to delete more files after uninstall and perform a clean install again. It worked for my primary PC at least.

[shakti_7156]

Hi @reminiscience 

Logs didn't help much. If possible, can we connect over a session with you to understand your issue in detail and help to provide a solution.

Thanks,

Shakti K

[soeun_1236]

Hi, I have had precisely the same issue and would like a support chat to figure out what's going on. Thanks

[shaktikeshri]

Hi @soeun_1236 

Let me know the details of the issue at your end.

• Is AI Assitant not avaialble for you after relogin /reinstallation or suddently disappeared ?
• Version number of Acrobat Desktop.
• Please share the log ID after uploading the diagnostic logs.

Steps to share logs:

• Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
• Select Start Diagnostics.
• Now Open Acrobat and try to edit that file and see the issue.
• Select Stop Monitoring, and share the log ID with us.

Thanks,

Shakti K

[Vinod Dobhal]

Hi @soeun_1236,

Is your issue of AI Assistant suddenly disappearing resolved or you still need help in investigations.

Thanks,

Vinod

[Dave Creamer of IDEAS]

You mean "instance" of AI. Doesn't exactly fill me with confidence you know what you're doing.  "You still need help in investigations" -- who, pray, would trust an "adobe employee" who can barely communicate in the language of its customers.  

By @Lothar77

This is a borderline racist comment.

[Dave Creamer of IDEAS]

Dude, don't bother. This person is cutting/pasting from a script and doesn't know one thing about the program. It's a waste of time.

By @Lothar77

You starting posting out of nowhere without adding anything useful at all. If there was an easy answer, you would have it. There is no need to be rude to people trying to help.

[picsart_7725]

That sounds frustrating. It might be related to a recent update or account sync issue. Have you tried signing out completely and signing back in after reinstalling? Also, if you need to create quick graphics while troubleshooting, could help.