Not able to access the files converted to word and saved in Cloud

[josé_m_f61451124]

Yesterday (26 May 2018) I purchased Adobe Export PDF, converted files to Words doc. and stored them in the cloud. Now I cannot access them.

[Personal info removed by Mod: email]

[AnandSri · Accepted solution]

Hello JosCA9m.f,

Sorry for the delayed response and inconvenience caused. As per the description above, you are not able to access the files stored on the Adobe cloud storage, Is that correct?

Please login to https://cloud.acrobat.com/recent using your current Adobe ID and password on a different browser like Chrome, or Firefox, or Safari and see if this brings any difference.

Are you getting any error message when you are trying to access the files? If yes, please share a screenshot of the error message you are getting https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

You can access the service of Adobe ExportPDF through the URL https://cloud.acrobat.com/exportpdf with your Adobe ID and password

For detailed information about Adobe ExportPDF, you can refer to Adobe article Using Adobe Export PDF

For troubleshooting, you can refer to Troubleshooting Create PDF, Export PDF, Adobe Send, Fill & Sign … services(PDFPack or Document Cloud...

Let us know how it goes and share your findings.

Regards,

Anand Sri.

[josé_m_f61451124]

Dear Anand Sri,

Thanks for your message.

I could reach my cloud-documents via Chrome using https://cloud.acrobat.com/recent .

I cannot get a screenshot of the error message. It goes (in Danish): “A serious error occurred. Please try later”.

I also received following messdage from Adobe Customer Care:

Hello José

Greeting of the day!

Hope you are doing well. We apologize for the inconvenience caused to you . Could you please once try with log in cloud.acrobat.com with Adobe ID try with export pdf there on website still any issue is there please do revert back on this mail back will be glad to help you .

Thank you

Regards

Adobe Support

but their proposal (cloud.acrobat.com ) caused again the above mentioned error message.

I’m sending them copy of this message.

Having thus had possibility to retrieve my cloud-documents, I’m satisfied.

However, should you have questions, you are very welcome to contact me again.

Thank you for your kind efforts.

Best regards,

J.M.Stewart-Ferrer (JosCA9m.f,)

[AnandSri]

Hello JosCA9m.f,

Sorry for the delayed response and inconvenience caused. The issue could be due to certain network restrictions, for testing purpose, connect to a different network environment like a guest network or a mobile hotspot and try exporting the PDF file.

Login to cloud.acrobat.com from your mobile device and check if you are able to access the files saved on cloud storage.

Let us know how it goes and share your observation.

Thanks,

Anand Sri.