Unable to combine Word files held in Cloud

[defaultsgis91oljz2d]

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.

[kglad]

can they download the files?

[defaultsgis91oljz2d]

Yes, I did say in the post that they can download the files from the Cloud and then are able to combine without issue.

[kglad]

sorry i missed that. maybe someone else will help you. 

[Ann282285996sl8]

I am having the same issue. Is there an upgrade we need to install? A bug in the latest version perhaps. Never had tis problem before..

[Kevin Stohlmeyer]

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

[Ann282285996sl8]

@kevin 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 

[Kevin Stohlmeyer]

Hi @Ann282285996sl8 What specific version of Acrobat and Word are you running?

The reason I asked what "Cloud" service is being used is I have seen dropbox or others convert some Word files and cause issues reading them.

[Abambo]

This is different from the OPs problem, as with him the cloud does not work, but the local copy works.

[defaultsgis91oljz2d]

I would check to see if Word is actually opening in the background when the combining is taking place. Each of the Office apps should do this when they are combining, you should see the icon in the taskbar show, but no window actually opens. I did notice that Word wasn't doing this at first, so though that was my issue. If you don't see the Word icon, test with a couple of Excel files and you'll probably see it show up. If it does, then you have a registry issue. I think some have already had this issue and posted a fix for it. I would check these registry settings if Word isn't opening.

[HKEY_CLASSES_ROOT\.doc]
@="Word.Document.8"
"Content Type"="application/msword"

[HKEY_CLASSES_ROOT\.docx]
"PerceivedType"="document"
@="Word.Document.12"
"Content Type"="application/vnd.openxmlformats-officedocument.wordprocessingml.document"

[Abambo]

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).

[defaultsgis91oljz2d]

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. 

[Ann282285996sl8]

Hi Abambo

I'm using Acrobat Pro (2022) and Office 365. I can convert a single Word file into a PDF if I open it and save as a PDF. I can convert to PDF by right-clicking on a single Word file. But can't combine Word files in Acrobat any more. I'm using three good Word files that I have combined successfully in October 2022. Now I get warnings when I right-click and choose combine in Acrobat:

and if I click 'yes' and then click 'combine' in Acrobat I get this:

Any ideas?

Thanks for your help.

[Elise28329710fnuz]

I have the exact same issue, hope someone knows how to correct this!

[Elise28329710fnuz]

Addition: I have a way to work around is: I transfer the files to an USB flash drive and then combine the documents. That works.

[Ann282285996sl8]

Thanks @Elise28329710fnuz  - that's really helpful to know 🙂

But I would prefer to have it fixed, as our staff team pay a substantial amount of money to have licences to the Pro version and this is a fundamental function used by all of us. I am sure you all feel the same. How can this be elevated to the Adobe software experts?

[Ann282285996sl8]

I have been onto the Adobe console help chatbot thing about the problem with combining files in Acrobat pro. Basically, I had to allow a software engineer to remotely repair all my Adobe files, which took about an hour, and still didn't seem to work.

The below is part of the transcript of  the conversation we had, and a link to the online version of Acrobat that you could use in the meantime, which does seem to work for combining files.

[Derry TWP]

We have had this exact same issue since January 23rd. The only way around it for us was to copy the files stored on OneDrive to a local drive then do the combine.

As mentioned above, considering what we are paying it really is unacceptable. Adobe are just far to eagar to keep pushing out new versions of products. I just wish they would leave things alone for a while.

So, I guess we just wait for the bug to be fixed.

[Ann282285996sl8]

Hi Township of26322045612n

I feel your frustration - it's a long time to wait patiently whilst they take our licence fee quite happily.

I have asked my Adobe account manager to look into a rebate of some sort because four of our team pay for this software and none of them are able to use it! It only seems fair to be compensated for the time and effort we have put into trying to resolve this problem on the forum. 

I would urge you to ask for the same, if you can.

[Kevin Stohlmeyer]

Hi @Ann282285996sl8 @Derry TWP have you contacted Microsoft to see if they have a solution on their end? If combining works locally but does not work when the files are stored in O365 - wouldn't that point to an issue on MS end?

[Ann282285996sl8]

Unfortunately my fies don't combine when they are local. The only way I can combine is via the document cloud - not ideal for us.

[Ann282285996sl8]

I've updated my version of Windows in case that had anythign to do with it, and then made sure I had the most up to date version of all Acrobat on my laptp - still having exactly the same problems. Is there anyone on this forum from the Acrobat Help team? I've reported it via the Acrobat Help Feedback form twice and heard nothing. 

[Derry TWP]

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.

[Meenakshi Negi]

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

[Tara29061536uux0]

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