Participant

Question

Unable to combine Word files held in Cloud

Forum|Forum|2 years ago
February 2, 2023
10 replies
9975 views

One of our customers is having a bit of a strange issue which has started over the last couple of days. They are at the moment unable to combine any Word documents to create a new PDF. Once the files are chosen, they click the combine option in Reader and it then begins to attempt to combine the files, but each are then left with a yellow triange with, then the combine fails with the error of "No PDF file was created because Adobe Acrobat encountered an unidentified error". Copying the files from their cloud location to the local drive then allows the files to be combined without issue. This is only happening with Word documents, other PDF's, Excel files or image files are all able to be combined without any issue from the cloud locations.

I've tried adding the Cloud locations to the enhanced security section, there is no issue with the PDF add-in and I've tried copying the files to a location higher up the tree. Nothing seems to work though.

Create PDFs

This topic has been closed for replies.

mariahweyne

Inspiring

Is this happening with Acrobat Pro?

A

Ann282285996sl8

Participating Frequently

Yes. I recently upgraded to the lated version of Pro and added another user licence for my colleague and we are both having problems combining word docs in Acrobat Pro. As are many others on this forum.

Meenakshi Negi

Community Manager

Hi Ann282285996sl8,

Thank you for reaching out and reporting this.

The team is still working on this issue. Please share the following information for further investigation:

- Share the Process logs using the steps suggested here:

- Share the Acrobat and OS versions on the machine

- Are the Word file saved locally on the machine?

- Check if Microsoft Office Word is in the list under Preferences > Convert to PDF. Launch Acrobat, go to Edit > Preferences > Convert to PDF > Adobe Formats.

Thanks,

Meenakshi

lawrenced46147320

Participant

Is there any update on this issue?

A

Ann282285996sl8

Participating Frequently

I have heard nothing. The company who brokers our licences for our us is aware of the issues. I've been sending them screen shots of the comments on here, and they offered me a discount on the next licence I had to buy. I would advise anyone else to push for the same, since we shoullnd't have to pay full price for an Acrobat licence that doesn't work properly.

D

Derry TWP

Participant

This has being gone on way too long. As always we get crap responses from Adobe staff on here asking for patience. If Adobe know this is an issue why can't they issue a statement to that effect to their subscribers. Instead we have to fumble around, search the internet , spending our time trying to figure out if this was a problem on our end , Microsoft end or their end. The salt in the wound is the fact that they are lauding their partnership with Microsoft and believe it or not, in one of their promotional videos they show how easy it is to combine MS files into a PDF.
Come on Adobe, waken up and show some respect for the people who use your products and pay your wages.

M

MegSuzySac

Participating Frequently

Same, began in January sometime. Cumbersome workaround is unacceptable. Following for resolution. Thanks for posting.

Meenakshi Negi

Community Manager

Hi Ann282285996sl8,

Thank you for reaching out and reporting this.

The team is aware of this issue and working on the fix.

We will update you once the fix for the issue is available.

We appreciate your patience.

Thanks,

Meenakshi

T

Tara29061536uux0

Participant

I would also appreciate being advised when this fix is available as I have been having this same issue. Thanks

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Derry TWP

Participant

I did reach out to MS in regards to this issue. They said that the issue is with Adobe and is in relation to how they pull the OneDrive files into their application to combine them. That is the reason that it should work for people when the files are kept locally or on Adobe cloud.
I have tried all sorts of combinations on fresh computers, some with Windows 10 and some with Windows 11. Some with Office desktop apps installed and some without.
The only one that worked for me with OneDrive was a machine that I had a 32bit version of Adobe Pro along with the most up to date version of the Office desktop apps installed on Windows 10. I have no idea why that combination works and neither to the MS support person that I spoke to.
The whole thing is unacceptable. I am not saying the MS person was correct. I am sure that either company will just point the finger at each other. Developers in all these corporations are way out of hand these days. They constantly change things that don't need changing with scant regard to the consequences of their actions. It is always left to people like ourselves on this type of forum who have to try and identify the solution. I am really fedup with the lack of accountability. Particularly as everthing is annual subscription these days. The benefit we were sold of having everything up to date and working is rarely upheld.
Sorry for the rant guys. I have just had my fill of this stuff.

Abambo

Community Expert

The Word files are in the Creative Cloud or in the Document Cloud?

The Word documents are good Word documents?

We are well talking about Acrobat DC or Acrobat DC Pro and not about the Reader? (Just to make sure)

Converting the single file to PDF and then combining does work? (For a test)

I've just made tests with basic documents, and it worked for me (I had once a problem, however, like the one you describe with one document of two, when the files were not yet completely transferred to the cloud! This let's me think of an access problem).

ABAMBO | Hard- and Software Engineer | Photographer

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defaultsgis91oljz2dAuthor

Participant

The files are all stored on 365, more specifically OneDrive and not Sharepoint and It's Adobe DC Standard. The odd thing is that it's only happening with Word documents. All other filetypes work from the same locations without issue. I've also tested a single file, which also has the issue. Originally I noticed that Word wasn't opening when the combining was taking place, which is what I though was the issue, however I've resolved that now. But the Word documents still won't combine or convert from the cloud locations. All files are showing in File Explorer as being now available on the machine (downloaded from the cloud). I too thought that it maybe an access issue, which is why I tested copying the files higher up the tree in case it was an issue with the character length in the folder structure, or a possible special character in the folder name somewhere. However this wasn't the case as the issue still happened.

Kevin Stohlmeyer

Community Expert

@defaultsgis91oljz2d when you say "Cloud" is this Creative Cloud, Document Cloud or some other cloud service?

A

Ann282285996sl8

Participating Frequently

@865870 Im trying to combine three Word docs into Acrobat. It doesn't seem to matter if the docs are on my desktop or on the cloud. Neither location works