Upload error - Forbidden - What does this mean?

[Susan29018821kbtw]

Why am I getting an "Upload error - Forbidden" when trying to upload a PDF to the Cloud in Acrobat. It worked earlier this week.The file size is 4659 KB.

[Amal.]

Hi @Susan29018821kbtw 

Hope you are doing well and sorry to hear that.

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF and check.

If you've exhausted your 100GB storage limit, you can continue to browse, download, and consume content from Document Cloud. However, if you use a feature that requires uploading content to Document Cloud, you'll see a notification that you're over your quota. For example,

- Uploading a document to Document Cloud storage.
- Operations that store the result in Document Cloud for later download and use, such as using one of the PDF convert/combine/organize tools in Document Cloud web or Acrobat Reader, and using Acrobat plug-in in Microsoft Office on Mac.
- Conversion of PSD, INDD, and AI files to PDFs in Acrobat which uses Create PDF service.
- All PDF conversions on Acrobat Reader mobile app.
- Scanning with Adobe Scan, which stores the results in Document Cloud.

Note: Your connection speed to the Internet, and the complexity of the document you're converting (number of pages, content) affect how large a file you can convert. So, even files that are under the 100MB file-size limit may not convert if they are overly complex.

For more info please check https://helpx.adobe.com/document-cloud/help/file-size-limitations.html

Regards

Amal

[Susan29018821kbtw]

Hi Amal.

This is an issue with one particular PDF file. It is not a conversion. It was built with Flare on a Windows machine.

I have successfully uploaded previous versions of the same file and others in the same project. I can upload other PDF files. I am well below my storage limit.

Some unsuccessful things I tried:

• I backed-out my changes and tried to upload the rebuilt file.
• I went back to a previous version in Git that I had been able to successfully upload.
• I had others try to upload it (they all got the same message).
• I tried renaming the file.
• I tried removing all the Adobe metadata.

It seems there is some sort of glitch occuring wherein Adobe Cloud suddenly does not like this file.

Best,

Susan

[Amal.]

Hi @Susan29018821kbtw 

We are sorry to hear that.

Would you mind sharing the PDF file so we can check it at our end?

Regards

Amal

[Susan29018821kbtw]

Hi Amal.

Where should I send the PDF?

susan

[Susan29018821kbtw]

Hey Amal.

Where'd you go? I would like to send you the PDF so you can check it out. I don't want to publicly post proprietary product publications. 

😃

susan

[Amal.]

Hi @Susan29018821kbtw 

I am sorry for the delay in response. You may share the file via private message, upload the file to any loud storage, generate the link and share that link via private message for checking. Please click on the envelop icon on the top right corner of the window to start the private message.

Regards

Amal

[Susan29018821kbtw]

Hi Amal.

This is taking too long and is too complicated. I anticipated sending it to an email address. The cloud storage we've been using for documents is Adobe. I'm not about to search for something else to use for this.

Thank you.

Susan

[Amal.]

Hi @Susan29018821kbtw 

I have shared more details with you in private message; please check

Regards

Amal

[Amal.]

Hi @Susan29018821kbtw 

Thank you for sharing the PDF file with me I tried to reproduce the issue on my end and were able to upload it flawlessly to the Adobe document cloud.

I understand that you are experiencing difficulty accessing the service and I would like to offer some suggestions to help you resolve this issue.

Firstly, I recommend trying to access the service through a different browser such as Chrome, Firefox, or Safari to see if this makes any difference. Additionally, clearing the cache memory can sometimes help to resolve technical issues, so I encourage you to try this as well.

Some users have reported similar issues, which were caused by firewall or security settings blocking access to our site. If this is the case, you could try connecting your machine to a different network environment or using your cell phone hotspot, or any guest wired/wireless network to see if this resolves the issue.

Regards

Amal

[Susan29018821kbtw]

Hi Amal.

I will try clearing my cache and another browser. I can't see this being a firewal issue, since I can upload countless other PDFs (including from this project.

Best,

Susan

[Susan29018821kbtw]

I tried clearing my cache. I tried using Chrome and Firefox (in addition to Edge). Nothing works.

Susan

[Amal.]

Hi @Susan29018821kbtw 

We are sorry to hear that, is it a personal machine or a work network computer?

Can you please share the below information to debug the issue -

Please share fiddler logs while you perform the Request signatures workflow. Below are the steps to capture fiddler logs :
• Download fiddler from: https://www.telerik.com/download/fiddler
• Run fiddler and go to ‘Tools-> Options’
• In the HTTPS tab, ensure the checkboxes are checked: ‘Capture HTTPS connects’ and ‘Decrypt HTTPS traffic.
• Now let fiddler run and launch Acrobat and perform the same operation.
• Once complete do a save of data by ‘File->Save->All sessions’.
• Please share this data, via Private message , click on the evelop icon at the top right corner of the page to start the private message.

Regards

Amal

[Jacob34597484ul8i · Accepted solution]

I would like to continue this conversation on behalf of Susan (it is the same problem in the same organization).

From further occurrences, we have discovered that the issue seems to lie with specific colon characters (:). Through extensive trial & error with two problematic PDFs, we found that if we remove specific colons from the PDFs, the upload fine.

Could you provide me an email or priviate message so I can send you two examples of documents that are broken and documents that work?

[Jacob34597484ul8i]

Here's what the error looks like:

[Jacob34597484ul8i]

@Amal. - I noticed this item is marked as "Solved", but we haven't actually got a solution yet. Could you take a look at the last message I sent?