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Why am I unable to use the adobe service?

New Here ,
Dec 28, 2017 Dec 28, 2017

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I have had the subscription for a few months now and every time I go to use it a new page appears that says there was an error and try again later.  I have only tried to convert a PDF to a word doc or a ppt.  The file I'm trying to convert now is well below the 100MB max.  Thanks

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correct answers 1 Correct answer

Adobe Employee , Jan 01, 2018 Jan 01, 2018

Hello cc49w9

We apologize for the inconvenience caused, as per the description above, you are unable to Export a PDF file into PPTX as getting an error message "We have encountered a critical error. Unable to fetch base_uris from files tier", Is that correct?

The record shows that you have an active subscription of Adobe PDFPack on your current Adobe ID. Please use a different browser like Chrome, or Firefox, or Safari and log in on https://cloud.acrobat.com/convertpdf with your Adobe ID and pass

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Adobe Employee ,
Jan 01, 2018 Jan 01, 2018

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Hello cc49w9

We apologize for the inconvenience caused, as per the description above, you are unable to Export a PDF file into PPTX as getting an error message "We have encountered a critical error. Unable to fetch base_uris from files tier", Is that correct?

The record shows that you have an active subscription of Adobe PDFPack on your current Adobe ID. Please use a different browser like Chrome, or Firefox, or Safari and log in on https://cloud.acrobat.com/convertpdf with your Adobe ID and password and check if this brings any difference.

Please try to log in from another network environment or use your cell phone. Some users had the similar issue and it was due to the firewall/security setting that was blocked our site.

Let us know how it goes.

Regards,

Anand Sri.

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