As per the description above, I can understand that you are not able to convert a PDF file into a Word document, is that correct?
The record shows that you are subscribed to Adobe PDFPack subscription, try exporting the PDF file through the URL https://cloud.acrobat.com/exportpdf on a browser like Chrome or Firefox or Safari and see if this brings any difference.
Are you getting any error message while converting the PDF file to Word document?
We are here to help, just need more info.
For troubleshooting, you may refer to Adobe article Troubleshooting Create PDF, Export PDF, Adobe Send, Fill & Sign … services(PDFPack or Document Cloud...
Let us know how it goes and share your findings.
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