Adobe Document Cloud Sharepoint Merge Document Freezing

[Jakub26232259j97y]

When using any of the Adobe Document Cloud functions within sharepoint, after it open a new window and forwards through a few URLs, it the screen gets stuck at a spinning circle and does not complete the function.

This occurs in both Edge and Chrome, and from various network locations. The issue is not affecting ALL users, only some in our tenancy. The issue started occuring when we moved our licensing from Teams to Enterprise, for certain users. The users have Adobe Acrobat Standard DC licenses. 

We've tried clearing browser cache, logging in and out of the accounts, rebooting the machines. None of these changes have had any affect. For at least one user it works, for others, it does not. Same licensing on those users.

Not sure how to troubleshoot this issue further..

[Meenakshi Negi]

Hi Jakub26232259j97y,

Sorry about the delay in response.

Please let us know if you are still experiencing the issue.

If you are using the Enterprise license, I would suggest contacting the support team via the Admin console with the help of the Administrators of the account: https://helpx.adobe.com/enterprise/using/support-for-enterprise.html. 

Let us know if you need any help.

Thanks,

Meenakshi

[darrenm27656561 · Accepted solution]

I reached out to Enterprise support and did end up having a solution. For anyone experiencing a similar issue, ultimately the solution was as follows:

Within Sharepoint, opening up a PDF document that will open within the integrated PDF viewer within Sharepoint. In the menu at the upper right, there will be an option to sign out. Sign back in using the Federated credentials, and then merge works.

The issue did resolve itself automatically after a period of time, but there's probably an internal token or something like that that needs to expire before it will re-request credentials / SSO and then have a valid authentication. It seems like there's 3 separate connections to the various functionality: 1) Desktop Apps, 2) Adobe Cloud SaaS login, 3) The Adobe Creative Cloud Sharepoint Integration.

It was the 3rd one specifically that was misbehaving until we found the resolution.

[Meenakshi Negi]

Thank you for sharing this.

It will help other users to resolve the issue.

Regards,

Meenakshi