Save a Copy to OneDrive not working

[Paul38710282ezda]

When I try to save a copy of a PDF to OneDrive, regardless of whether it's already been uploaded to Adobe Cloud storage, it won't save and says there's an error in the saving process. I really need this to work. How can I get this process functioning properly? I use Android on a Motorola phone

[Alison387159394ddb]

I have had the same issue. Normally when I create a pdf from Adobe documents I can then save a copy to Onedrive but since July I have been getting an error message which is preventing me from doing this. The only way I've found to save to one drive is by requesting the share icon at the top then send a copy to one drive. However, if I then go back in to the document on Adobe to edit it, it does not automatically update and save it in Onedrive. I have to save it all over again as a second version then delete the original one. Any advise would be appreciated as I rely on this working for my business.

[sprinklr-integration-user]

Hi @Paul38710282ezda, @Alison387159394ddb

I hope you're doing well, and thank you for reaching out.

Could you please let us know what happens when you try to save the PDF file to OneDrive via your mobile device? If you receive any error messages, it would be very helpful if you could share a screenshot of the message. Additionally, a short video recording of the issue would be extremely useful for us to better understand the problem.

Please ensure that you have the OneDrive app installed on your mobile device. If you haven't installed it yet, you can download and install the OneDrive app from your app store. Once installed, try following the steps outlined in the marked correct answer here and see if that resolves the issue.

If you still encounter any problems or need further assistance, please don't hesitate to reach out. We're here to help!

~Amal

[Alison387159394ddb]

Amal,

The error message just says "error saving a copy of this document".

Alison

[Amal.]

Hi @Alison387159394ddb 

Have you tried the steps shared in the correct answer shared above? If not, please give it a try and let us know.

Also, share the Device OS and the Acrobat Reader Mobile app version along with a video recording of the workflow so that we can get this checked with the engineering team.

~Amal

[Sean - User]

Hi, I'm having the same problem, is there a way to fix this?

I can't figure out how to get around it 😞

[S23376679nsx7]

Hi Amal,

Just so you know using the ADOBE SCAN app you can save to onedrive but not adobe reader app, so it's not a onedrive issue. I have raised this with support but they can't reproduce the error. I've uninstalled and reinstalled both apps on 2 different devices to no avail, and I have had issues with it all year.

[Amal.]

Hi @S23376679nsx7

I hope you’re doing well.

This discussion is focused on the Acrobat Reader mobile app. For inquiries related to Adobe Scan, please direct your query to the Adobe Scan community page here: Adobe Scan Community Page.

This will help ensure your question reaches the appropriate audience.

~Amal

[S23376679nsx7]

Hi Amal,

Just noting an observation that it is not a Onedrive issue but an Adobe reader issue since the other Adobe apps work fine. When quering this issue I have been told it could be a one drive problem but then it wouldn't work with other Adobe apps, such as scan which eliminates one drive as the problem and indicates the issue is only experienced within Adobe Reader. 

[Amal.]

Hi @SH23376679nsx7

Please provide the Device OS and the Acrobat Reader Mobile app version you're using? Tap on the profile icon > About Adobe Acrobat

Additionally, if possible, please include a video recording of the workflow where the issue occurs. This information will help us investigate the problem more effectively.

~Amal

[rhonda_9688]

I am having the same issue and this is how I do my everyday work! I've been a crying mess since last night.

[Amal.]

Hi @rhonda_9688 @Jane_Roberts4069

Thank you for sharing the video recordings. I have passed them along to the engineering team, and I’d like to inform you that this issue has already been reported and is actively being worked on by our engineers.

As of now, we don’t have a confirmed timeline for the resolution. However, we will keep you updated and notify you as soon as we receive any further information or progress on this matter.

~Amal

[Sean - User]

I hope there's a way to fix this, I dunno how to get around it 😞

[sprinklr-integration-user]

Hi @Sean - User

I hope this message finds you well. I'm sorry to hear about the issue you're experiencing.

Could you please provide the Device OS and the Acrobat Reader Mobile app version you're using?

Additionally, if possible, please include a video recording of the workflow where the issue occurs. This information will help us investigate the problem more effectively.

~Amal

[Paul38710282ezda]

I have Android Version 11 with software version RZBS31.Q2-143-27-29. The Adobe Acrobat version is 24.7.0.34210

I attached screenshots of what happens but don't know how to video it. I tried sharing one of the files and it shared it to OneDrive, not the same as having a copy that you can share with others, but when I attempted to open it from OneDrive it just gave a text string (also attached).  When I try to save a copy to OneDrive, it just says error saving a copy. There is no way to resolve that save error from the home/recents screen.

[sprinklr-integration-user]

Hi there

Thanks for sharing the details also check If you're using the 'Copy to' option within the Acrobat Reader mobile application; try removing the OneDrive storage from the app, rebooting your device, and then adding the OneDrive storage back to the Acrobat Reader Mobile app.

Let us know how it goes.

~Amal

[S23376679nsx7]

Hi there, I contacted Adobe in March and they were unable to recreate the issue or resolve it. I have had issues since the beginning of the year, I have uninstalled both apps logged out etc, reinstalled both apps on 2 different devices and nothing works. I can save to Google Drive so now I have to copy from Google drive to one drive that's all I have been able to do. I have sent support this link so hopefully they will look into it again for us. 

[Jane_Roberts4069]

Having exactly the same issue. Android phone. Can't Save pdf to OneDrive.

[Amal.]

Hi @Jane_Roberts4069

I hope you're doing well, and thank you for reaching out to us.

Could you please provide more details regarding the issue you're facing when trying to save a PDF to OneDrive? Specifically, do you receive any error messages during the process? Any additional information will help us better understand the issue.

To assist us in diagnosing the problem, it would be really helpful if you could share a short video recording of the steps you're following and the point at which the issue occurs. This will give us more clarity on the problem.

Additionally, could you kindly provide the following details:

• The version of the Acrobat Reader mobile app you're using
• The operating system (OS) and version of your device

These details will allow us to offer a more precise solution. Looking forward to your response

~Amal

[Jane_Roberts4069]

 Android

 Saving Word files via the same method not an issue.

Microsoft saying it's not a Microsoft OneDrive issue but an Adobe one.

Only happens on mobile device.

Hi @Jane_Roberts4069

I hope you're doing well, and thank you for reaching out to us.

Could you please provide more details regarding the issue you're facing when trying to save a PDF to OneDrive? Specifically, do you receive any error messages during the process? Any additional information will help us better understand the issue.

To assist us in diagnosing the problem, it would be really helpful if you could share a short video recording of the steps you're following and the point at which the issue occurs. This will give us more clarity on the problem.

Additionally, could you kindly provide the following details:

• The version of the Acrobat Reader mobile app you're using
• The operating system (OS) and version of your device

These details will allow us to offer a more precise solution. Looking forward to your response

~Amal

By @Amal.

[Amal.]

Hi @Jane_Roberts4069 

Thank you for sharing the details and the video recording. I have logged a ticket with the engineering team. I will keep you updated of the progress.

Thank you for your cooperation and understanding.

~Amal

[Jane_Roberts4069]

Adobe - do you have Update on this please? The inability to Save a file persists .

[GreatOne15]

I'm also having the same problem. 

Using a Pixel 8, OneDrive & the Adobe Mobile app. I've tried removing my OneDrive and adding it again to no avail.

[GreatOne15]

Update

I switched OneDrive accounts from my Personal one to my Business one and it saves fine.

I'm going to see if there is some kind of setting in my Personal account that is blocking Adobe.

[Amal.]

Hi there

Thank you for the update! It's great to hear that switching to your Business OneDrive account resolved the issue. It’s possible that a setting or permission in your Personal OneDrive account might be causing the problem. You might want to check if there are any restrictions or sharing permissions that could be affecting Adobe's access. Please let us know what you find, and feel free to reach out if you need any further assistance!

~Amal