We've had Adobe PDF Pack for a while but have found in recent months that even though I can log in and convert the files to docx when I try to download them the screen tells me that the file is too large (and yet you can see it isn't), when you try to open it I get the circle of doom if I try to share it then it still appears as a pdf! All most frustrating for something that in the past has taken seconds.
Looking at the description given above, I believe you are accessing the service on Document Cloud web interface not through the Adobe Reader DC desktop application. In that case, you may try the following steps, to see if that helps-
Dear Akanchha Thank you for your suggestions. Unfortunately item 1 - the files are not too large 2 I've tried this with no success and 3 This link does not work it takes me to a 404 page! Any more suggestions or a link that works please Regards PS I tried to respond before - but it bounced back - apologies