"An error occurred while trying to access the service" after running the Virus scan when uploading a large pdf to Document cloud.

[Corney & Lind]

Hi,

We have been having an issues with some documents. It seems that when we upload a document into the Cloud Document storage depending on the size of the document sometimes we have issues. It seems to be the larger documents we have issues sometimes with uploading them into the document cloud. One example we have is uploading a 115mb document that constantly comes up with the following "An error occurred while trying to access the service" after the Virus Scan run for over 5 mins. But contrary to that we have been able to upload a 420mb combined document without any issues a few days later. Any ideas on why this might occur would be great.

Thanks in advance!

[AkanchhaS]

Hi NetworkAlliance 

Sorry for the delay in response.

What is the web browser you are currently working with? Looking at the description given above, it seems its an intermittent issue. Apart from the 115MB file is there any other larger file that is causing trouble?

Refer to the troubleshooting steps suggested in the help document here: An error occurred while trying to access the service | unable to connect to PDF services

Thanks,

Akanchha

[Corney & Lind]

Hi Akanchha

Thanks for your reply.

I have spoken with the staff member further and they have been testing using the web login for Adobe Document Cloud instead of Adobe Pro DC to upload into the cloud. They so far have not had any issues with uploading documents into the cloud. However this has introduced another issue when they are sharing the documents with clients it seems that the documents that are uploaded through the Web interface upload very quickly almost instantly however when clients are downloading the files it can take a long time for the download to complete, sometimes over 15 mins and clients have been complaining about it where we were not having this issue when the documents were being uploaded through Adobe Pro DC.This seems to be regardless of the internet connection as we are also having issues with downloading the file from the cloud ourselves and we are on a business grade link but if we upload it using DC we have no issues other than occasionally the file fails to upload.

The user has been using Internet Explorer and i have confirmed the additional TLS settings were already enabled from the KB Article you linked.

Cheers.

[legauche]

I am also having this problem from within Acrobat when attempting to save/share/upload a file to my Document Cloud.

[Corney & Lind]

I still have not heard anything further with regards to this. Akki_24​ are there any further updates with regards to this? We are still experiencing these issues.

[AkanchhaS]

Hi there,

Sorry for the delay in follow up.

Would you mind sharing any one of the problematic with us? I would like to test the same at our end by uploading to the Document Cloud via web and Acrobat DC.

"You can share the file with us via email. And you can send it to the email address that is shared via private message. Please do mention your forum thread in the subject"

Mean while, you may try these further steps for testing-

Open Acrobat>Edit>Preferences>Security(Enhanced)>Disable "Enhanced Security" and check back.

Note: Changing the above security settings could pose security risks. We suggest you to turn it back On once you are done with testing.

Check with an alternate web browser than IE.

Would that be possible for you to switch network for a while and try uploading file to DC?

Thanks,

Akanchha