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PDF Pack: just need to combine some files; "combine" button is grayed out and unresponsive

Community Beginner ,
Jul 06, 2019

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I purchased PDF Pack solely to be able to combine PDF files. I understand that with my plan, this can only be done on the browser and not in the desktop app. However, I am being prevented from combining files at this link. I have tried the link on multiple browsers. I have signed out of my account, cleared my cache and cookies, and signed back in. I have tried combining a wide variety of documents, not just the ones I need to combine for my job. My OS is up-to-date. I tried everything the forums suggested, to no avail. I tried everything that the tech support chat person suggested, again to no avail, and was told to go to the forums.

I just need to get the "combine" button to be blue and not gray.

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PDF Pack: just need to combine some files; "combine" button is grayed out and unresponsive

Community Beginner ,
Jul 06, 2019

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I purchased PDF Pack solely to be able to combine PDF files. I understand that with my plan, this can only be done on the browser and not in the desktop app. However, I am being prevented from combining files at this link. I have tried the link on multiple browsers. I have signed out of my account, cleared my cache and cookies, and signed back in. I have tried combining a wide variety of documents, not just the ones I need to combine for my job. My OS is up-to-date. I tried everything the forums suggested, to no avail. I tried everything that the tech support chat person suggested, again to no avail, and was told to go to the forums.

I just need to get the "combine" button to be blue and not gray.

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Jul 06, 2019 0
Adobe Community Professional ,
Jul 06, 2019

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Do you have Acrobat Reader installed on your device?

Nancy O'Shea, ACP
Alt-Web.com

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Jul 06, 2019 0
Community Beginner ,
Jul 06, 2019

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Yes, Adobe Acrobat Reader DC is installed.

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Jul 06, 2019 0
Adobe Community Professional ,
Jul 06, 2019

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Make sure you are using Reader, not Acrobat DC with PDF Pack services.

Log-in to your account to confirm your service is paid and active.

Adobe Account

You may access Adobe PDF Pack from  https://cloud.acrobat.com/convertpdf  Just log-in with your paid Adobe ID and password.

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

Nancy O'Shea, ACP
Alt-Web.com

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Jul 06, 2019 0
Community Beginner ,
Jul 07, 2019

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I installed what I think might be a different version of Adobe reader on my desktop. I was then able to combine files online. This makes no sense. What makes even less sense is that after combining some files, I went to do the last few (since you can only do 12 at a time and I need 16) and I now cannot combine files again. I just don't get it.

Update: now it is letting me combine files again. I am not sure what's going on but I got the work done. I want to express my utter disappointment in Adobe's support for this issue. It doesn't seem like I am the only one who has had it if the forums are any indication, and it didn't seem like anyone else got a solid answer either. The forums were of little help and the online tech support chat just directed me back to the forums. Old-fashioned and cost-ineffective though it may sound (god forbid), I think a phone tech support line would be really helpful, but there's only a phone line for sales.

Have a nice life, y'all.

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Jul 07, 2019 0
Adobe Employee ,
Jul 11, 2019

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Hey PeteMc,

I can understand the frustrating experience you had through this. While going through the description given above, I did try to replicate the same at my end. There seems to be some intermittent issue with the Document Cloud site because of network connection. Will cross check with the team, to know whats causing this issue.

About your customer support experience I would like to add-on, that Document Cloud PDF service is an online subscription which is only supported on Forums. This is why you have had a bit struggle to get in touch with Phone/Chat support team.

Thanks,

Akanchha

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Jul 11, 2019 1
Adobe Community Professional ,
Jul 06, 2019

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Jul 06, 2019 1
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