Error trying to compress PDF ("Unable to process request")

Report · Jul 26, 2022

Hi,

I've just come across an error I've not encountered before, though I've seen others report it, with no solution so far.

I'm a CC customer, and using the online "Compress PDF" fuynction to reduce the size of scanned PDF documents. I've done this many times without issue in the past.

However, while using this today, I've had the error "Unable to process request", and can get no further.

I suffer this error in Chrome, Firefox and Edge, and all are the latest versions. All site settings, cookies, cache etc have been cleared in all browsers, and I've restarted the PC.

Oddly enough, if I'm not signed in to my CC account, I can upload and compress PDF without issue, albeit only a couple of PDFs as a free user. I sign in, and it fails - I sign out, and retry the exact same file seconds later and it works, signed out. Sign back in, same file, and fails again.

This would seem to suggest the issue lies at Adobe's end - some kind of account/activity caching that's messed up? If it were a problem with browser or PC on my end, surely it would happen whether I was signed in or not, and clearing cache would make a difference.

Any help or input from anyone appreciated.

Thanks,

Mike

Report · Jul 26, 2022

Hi Mike,

Thank you for reaching out.

Please confirm if you are using the same email address for the Acrobat Online account that you have used to sign in here in the community.

If yes, that is the reason you get the error message.

We have checked your account and see you have an Adobe Photography plan. It does not include the paid feature on the Acrobat Online account.

To compress PDFs on the Acrobat Online account, you will need one of the subscriptions listed below:

Adobe Acrobat PDF Pack: https://helpx.adobe.com/document-cloud/faq/adobe-pdfpack-faq.html

Adobe Acrobat DC: https://helpx.adobe.com/acrobat/faq.html

The featured work once, as there is a one-time free trial available for all the paid features on the Acrobat Online account.

Thanks,

Meenakshi

Report · Jul 26, 2022

HJi, Yes, it is the same email address, but that doesn't explain why it works when signed out but not when signed in, unless this is a change just made by Adobe - because I've been using it for several months without a problem?

To be honest, the PDF pack isn't worth the money, at £125 per year, to compress PDFs, which is the only thing I'd use it for.

Thanks,

Mike