ERROR 12015

[Biela_5201]

Hi, i want to use the AI Assistant and i need to enter GET STARTED or sign in first. but there is an error 12015 "Are you connected to the internet?". why is it happened since i was connected to my personal hotspot and has full bar line. How to solve it since i need to use Ai Assistant.

[Cleyton Jackson0101]

Error 12015 

I'm from Brazil and I'm having the same problem.
I tried to talk to support and the option they gave me was to format my entire Adobe package. I lost a day of work, my settings and the problem persists. I don't know what to do.

[Biela_5201]

So do you format the entire Adobe package and can use it again? Do you know how to format it?

[shivan_0235]

Hi I have tried these actions and problem still persists, also used the Adobe Repair tool. No network settings are blocking either. Did anyone find a fix?

[AnandSri]

Hello!

I hope you are doing well, and we apologise for the trouble you had.

Are you encountering an error message when trying to use the AI assistant feature or other tools? Are you using a Windows or Mac machine, and what version is it? Are you experiencing this error with Acrobat or a different Adobe application? If you are using Acrobat, then please ensure you have the latest version of Acrobat installed on the machine: 25.001.20458 Planned update, Apr 15, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check. For more information, see this: https://adobe.ly/4jeUgPx

Are you experiencing the same error message shown in the screenshot from the initial post? If so, try restarting your machine first. Make sure all mandatory and optional operating system updates are installed. Additionally, check for any updates related to Acrobat. If the problem persists, use the Acrobat Cleaner tool to remove the existing installation. After that, restart your machine and install Acrobat again.

Let us know how it goes.

Thanks,

Anand Sri.

[shivan_0235]

Good day Anand

Thank you for the feedback I have carried out the recommended actions and also installed the Apr 15th update yet I still get 2 error codes, error 10000 upon sign in attempts & 14000 upon testing the update service from the Acrobat app.

Please advise

[AnandSri]

Hello @shivan_0235

I hope you are doing well, and I apologize for the delayed response.

Are you still getting the error message with the latest build of Acrobat: 25.001.20623 Planned update, Aug 11, 2025? If you have the latest version, please try the above suggestions once more and check if you still get the error message.

For testing purposes, please create a test user profile with full admin rights, install Acrobat, and check the performance.

If the issue continues, please provide the following information: the current version of the operating system on your device and the logs from the affected machine. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.