Add file storage stuck loading

[mattwbristol]

Add file storage in Adobe Acrobat Pro gets stuck loading. This is a fresh install on a brand new laptop (Windows 11). I have rebooted laptop and also uninstalled, rebooted and reinstalled Acrobat.

I can't access Adobe Cloud or OneDrive/SharePoint.

Any thoughts? 

[AkanchhaS]

Hi @mattwbristol 

Thanks for the detailed information and screenshot shared above.

If you do not get Adobe Cloud storage, then, there's likely a chance that online storage is disabled from Acrobat's preferences.

Navigate to Acrobat>Edit>Preferences>General> check "Show online storage when opening file" and "Show Online storage when saving files">OK>close and reopen Acrobat.

Did it help?

Thanks,

Akanchha 

[mattwbristol]

Online storage was unchecked as in your screenshot but checking it and reopening Acrobat did not resolve the issue.

[mattwbristol]

Status update:

I updated the app and the Add File Storage feature allowed me to connect OneDrive storage. Ability to access OneDrive files is intermittent, sometimes it gets stuck loading.

However, Adobe Cloud Storage does not appear in the app and when Saving/Opening with Online Storage checked in the preferences the Open/Save dialog box gets stuck loading. When unchecked, the Save/Open dialog opens immediately. 

Could it be an issue with the connection to Adobe Cloud Storage? 

[mattwbristol · Accepted solution]

Update: spoke to Adobe chat agent and they resolved the issue. Not sure exactly what they did but it involved a full clean and reinstallation.

[AkanchhaS]

Thanks for sharing your findings @mattwbristol Glad to hear that issue has been resolved now. 

~Akanchha

[Iain25305978ffv3]

Can you please tell me what to do to resolve this issue, as when I updated Adobe last week it stopped the connection with the online files and I can't save to Adobe online any more - I just get a wheel of death?

[Iain25305978ffv3]

I fixed this in the same way as Matt-used the chat function to get a support technician onto my PC remotely. They completely wiped all traces of adobe from my PC and reinstalled it - cured the problem completely (I hope!). By conincdience I'm also in Bristol- must be something in the (update) water corrupting adobe installations here😁