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.

[Kevn23791715gq95]

Please advise me as well.  I have numberous staff with the same issue.

[Megabyte26512482mxyq]

Hi Meenakshi,

Is there an open job for this we can follow that you can link us? Such a critical piece of functionality shouldn't just be updated in some random thread.

Thanks

[Rob23826873l3rr]

Same issue here, just hoping that I will see the resolution (once it is available) if I post this,

Thanks!

[MegSuzySac]

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

[Derry TWP]

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.

[lawrenced46147320]

Is there any update on this issue?

[Ann282285996sl8]

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.

[mariahweyne]

Is this happening with Acrobat Pro?  

[Ann282285996sl8]

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]

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