Error combining files from ATO

[Cameron35768074v4io]

Hi support,

We have a client that uses Adobe Acrobat Online in Chrome to combine and protect pdfs. A few days ago they mentioned the error "Can't combine files" appeared when they try to combine any pdf downloaded from the government ATO site. They mentioned before this they were able to. 

Process user takes:

1. Logs into ATO government site.

2. Opens report that they want to use.

3. Clicks print and Prints to PDF.

4. Saves it on local computer as pdf. 

5. Tries dragging file into combine with any other pdf, error occurs.

Troubleshooting steps taken:

1. Tried clearing cache

2. Tried combining with other pdfs not from ATO and they worked fine

3. Tried signing in and out of Adobe Reader Online.

4. Tried using Microsoft Edge and Firefox, same error appears.

3. Tried sending the files to another persons computer within the same company to try and combine the ATO pdf's, same issue.

4. Another person within the company tried downloading from ATO site, same error appears when combining those files.

5. Tried combining it myself outside of the company with the ATO files sent to me, same error appears.

At this point I did see a prompt the first time trying to combine the ATO files, which prompted:

'The file is either password protected, encrypted or is a PDF form that could not be combined to generate the PDF file.' It isn't password protected, not sure how to check if its encrypted, and it is a report not a form.

Would anyone know what my next steps would be? Thank you.

[Meenakshi Negi]

Hi Cameron35768074v4io,

Thank you for reaching out. 

Please let us know if the issue occurs with a particular PDF. If yes, would you mind sharing the PDF with us so we can check it? 

It would be helpful if you could share the screen recording of the workflow that results in the error message. 

Thanks,

Meenakshi

[Cameron35768074v4io]

Hi Meenakshi,

Thanks for this, doesn't seem to be a specific PDF just any PDF that is downloaded from ATO is having the issue. The PDF's from ATO contain sensitive information, could I send the attached file and a recording privately to you?

[Cameron35768074v4io]

Hi Meenakshi,

Could I send this information to you directly?

[Meenakshi Negi]

Hi Cameron35768074v4io,

Thank you for the information.

You may share the information in a private message. You may initiate a private message using the envelope icon at the top right corner of this community page.

Let us know if you need any help.

Thanks,

Meenakshi

[Cameron35768074v4io]

Hi Meenakshi,

I sent a link in my private message with the two files having issues combining. Please let me know what you find.

[Cameron35768074v4io]

Hi Meenakshi,

Please let me know what you find out when you get the chance.

[Meenakshi Negi]

Hi Cameron35768074v4io,

Thank you for your patience so far.

We have tried to combine the files you have shared. They combine without any issues.

Would you mind sharing the screen recording of what happens on your end?

Thanks,

Meenakshi

[Cameron35768074v4io]

No problem and thanks Meenakshi,

I tested from my end and these files seem to combine now. After looking into it, these seem to be the ones that were copied and also Print to PDF'd. I have sent you a new link with the original documents downloaded straight from the ATO site, along with a short video of the error. Keep in mind this was just from my end without setting up an account, and the issue is still happening from the user's end even when they are signed in with their account. Please let me know what you find with these files

[Cameron35768074v4io]

@Meenakshi Negi

[Cameron35768074v4io]

Hi @Meenakshi Negi,

Please let me know how the merging of these files went.

[Meenakshi Negi]

Hi Cameron35768074v4io,

Thank you for reaching out, and I'm sorry about the delay in getting back to you.

We have checked the screen recording and the files. We tried the following:

- Combine those two files, and the same error will result.

- I tried combining the "VLSC-getting started.." file with a test file. It combined without any issues.

- Tried combining the file "Vivian Australian..." with the test file. It results in the same error.

It seems to be a file-specific issue with the "Vivian Australian..." file. 

I would suggest you try to test it on your end. Try to create a new PDF of this PDF and see if that helps.

Let us know if you need any help.

Thanks,

Meenakshi