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Unable to use Acrobat due to "No Internet Connectivity"

New Here ,
Jun 29, 2017

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I'm unable to export PDFs - keep getting a message that asks me to connect my computer to the Internet and try again... I have no connectivity issues.  I did try accessing  https://cloud.acrobat.com/, but I get a message that says the link is 'Currently Unavailable."  I have Adobe Acrobat Reader DC.

Help?

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Unable to use Acrobat due to "No Internet Connectivity"

New Here ,
Jun 29, 2017

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I'm unable to export PDFs - keep getting a message that asks me to connect my computer to the Internet and try again... I have no connectivity issues.  I did try accessing  https://cloud.acrobat.com/, but I get a message that says the link is 'Currently Unavailable."  I have Adobe Acrobat Reader DC.

Help?

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Jun 29, 2017 0
Adobe Community Professional ,
Jun 29, 2017

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The link works for me. The link to get directly to ExportPDF is this: http://cloud.acrobat.com/exportpdf - and it also works for me (I just checked while I was typing this). The service may not be available in the geographical region you are located. For issues with Adobe's online services, you may want to get in touch with Adobe's support: http://helpx.adobe.com/contact.html (don't use any of the "Forum" options, otherwise you will end up here again) - Only Adobe's support knows of potential problems with services being down or not available for certain reasons. The trick is to pick the right product to get help for. The selection of products you are presented with depends on what products or services you use, because of that I cannot tell you what the option of ExportPDF is called (I don't see that in the list I am getting - ExportPDF is part of my Acrobat DC subscription, so it's not listed separately).

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Jun 29, 2017 1
New Here ,
Jun 29, 2017

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Thank you Karl - unfortunately when I called Customer Support I was told that they aren't trained to help with online services, and they routed me back to forums.  Hopefully a member of Adobe's 'dedicated task force' will reply and resolve this issue.

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Jun 29, 2017 0
Adobe Community Professional ,
Jun 29, 2017

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Your question got moved to a more appropriate forum: "Document Cloud PDF Services" is specifically about issues with ExportPDF/PDF Pack, whereas the forum you first posted in is about Acrobat/Reader problems.

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Jun 29, 2017 0
Adobe Employee ,
Jul 03, 2017

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Hi jumunnabuike,

Are you still experiencing this issue?

If yes, would you try below steps and let us know if the result:

#1: please have this user go to the URL below, being careful to enter https: and not http: https://cloud.acrobat.com

      Does that make any difference?

#2: please have the user go to https://cloud.acrobat.com/test77  .Does that make any difference?

#3: Try using step #1 on your mobile device or another computer.

#4. Send us the browser traces, please follow below steps:

Here are steps:

  1. Launch the browser (FF or IE)
  2. Press F12 on the keyboard > it should launch the Developer Tools window
  3. Copy paste the invitation into the URL address field and press Enter
  • Save the .har file and send it to us

Pic1.png

Pic2.png

Will be waiting for your response.

-Tariq Dar

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Jul 03, 2017 2
New Here ,
Jul 05, 2017

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Hi Tariq,

Still having the same issue!  I used a trial of Acrobat DC and that worked fine, but I'm back to Acrobat Reader DC.  I was only able to save the file as an XML document - please let me know if that's okay and I'll send it to you.  Also, I am a little confused about the process you describe in step 3.  What do you mean by 'invitation?'

Thanks for your help,

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Jul 05, 2017 0
Adobe Employee ,
Jul 05, 2017

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Hi jumunnabuike,

Thank you for the information. It sad to hear that you are still facing this issue.

You may ignore the step 3. I have sent you a private message, please help me with the requested information.

-Tariq Dar.

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Jul 05, 2017 0
New Here ,
Jul 27, 2017

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Hello,

I'm trying to open the links https://cloud.acrobat.com and https://cloud.acrobat.com/test77 but I still have the same error message, the service is not available.

Could you help me ? I tried to capture the .har file but it is not proposed by my browser (internet explorer) and even if possible, when I try to record, the webpage jumps to Unavailable page and all lines in the record disappears.

Help please !

Capture.PNG

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Jul 27, 2017 0
Adobe Employee ,
Jul 27, 2017

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Hi BLS_France, 

Sorry for the trouble. 

Would you help us with the logs as mentioned in my above response #4

I will be waiting for your response.

-Tariq Dar 

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Jul 27, 2017 0
New Here ,
Jul 28, 2017

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Hello,

My browser doesn't propose me to save under .har, only .xml.

I tried to join the file but the forum only acceps images or video. I copy paste the record here.

Thank you.

<?xml version="1.0" encoding="UTF-8"?>

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  <version>1.1</version>

    +<creator>

    -<browser>

  <name>Internet Explorer</name>

  <version>11.0.9600.18739</version>

  </browser>

    -<pages>

    -<page>

  <startedDateTime>2017-07-27T12:59:49.92+01:00</startedDateTime>

  <id>0</id>

  <title/>

    +<pageTimings>

  </page>

  </pages>

    -<entries>

    -<entry>

  <pageref>0</pageref>

  <startedDateTime>2017-07-27T12:59:49.92+01:00</startedDateTime>

  <time>234</time>

    -<request>

  <method>GET</method>

  <url>https://brb.acrobat.com/</url>

  <httpVersion>HTTP/1.1</httpVersion>

    -<cookies>

    -<cookie>

  <name>AMCVS_9E1005A551ED61CA0A490D45%40AdobeOrg</name>

  <value>1</value>

  </cookie>

    -<cookie>

  <name>s_sess</name>

  <value>%20s_dmdbase%3D1%3B%20s_dmdbase_custom%3D1%3B%20s_cpc%3D0%3B%20s_ppv%3D%255B%2522cl oud.acrobat.com%252F%2522%252C100%252C0%252C592%252C2021%252C592%252C2021%252C1137%252C0.9 5%252C%2522P%2522%255D%3B%20s_cc%3Dtrue%3B</value>

  </cookie>

    -<cookie>

  <name>Session_ACOM_FILES</name>

  <value>True</value>

  </cookie>

    -<cookie>

  <name>History_ACOM_FILES</name>

  <value>Free</value>

  </cookie>

    -<cookie>

  <name>AMCV_9E1005A551ED61CA0A490D45%40AdobeOrg</name>

  <value>1099438348%7CMCMID%7C74234991430613891632818594473255694577%7CMCAAMLH-1501764220%7C 6%7CMCAAMB-1501764220%7CNRX38WO0n5BH8Th-nqAG_A%7CMCOPTOUT-1501166620s%7CNONE%7CMCAID%7C2CA FC7AB053108B1-40000103A00001A0%7CvVersion%7C2.1.0</value>

  </cookie>

    -<cookie>

  <name>s_pers</name>

  <value>%20cpn%3Dcloud.acrobat.com%253Atest77%7C1658926233814%3B%20ppn%3Dcloud.acrobat.com% 7C1658926233816%3B%20s_nr%3D1501160386433-New%7C1532696386433%3B%20s_vs%3D1%7C150116218869 2%3B</value>

  </cookie>

    -<cookie>

  <name>mbox</name>

  <value>session#1501159420441-561741#1501162247|PC#1501159420441-561741.26_2#1504184387</va lue>

  </cookie>

  </cookies>

    -<headers>

    -<header>

  <name>Accept</name>

  <value>text/html, application/xhtml+xml, */*</value>

  </header>

    -<header>

  <name>Referer</name>

  <value>https://cloud.acrobat.com/</value>

  </header>

    -<header>

  <name>Accept-Language</name>

  <value>fr-FR</value>

  </header>

-<header>

<name>User-Agent</name>

<value>Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko</value>

  </header>

    -<header>

  <name>Accept-Encoding</name>

  <value>gzip, deflate</value>

  </header>

    -<header>

  <name>Host</name>

  <value>brb.acrobat.com</value>

  </header>

    -<header>

  <name>DNT</name>

  <value>1</value>

  </header>

    -<header>

  <name>Connection</name>

  <value>Keep-Alive</value>

  </header>

    -<header>

  <name>Cache-Control</name>

  <value>no-cache</value>

  </header>

    -<header>

  <name>Cookie</name>

  <value>AMCVS_9E1005A551ED61CA0A490D45%40AdobeOrg=1; s_sess=%20s_dmdbase%3D1%3B%20s_dmdbase_custom%3D1%3B%20s_cpc%3D0%3B%20s_ppv%3D%255B%2522c loud.acrobat.com%252F%2522%252C100%252C0%252C592%252C2021%252C592%252C2021%252C1137%252C0. 95%252C%2522P%2522%255D%3B%20s_cc%3Dtrue%3B; Session_ACOM_FILES=True; History_ACOM_FILES=Free; AMCV_9E1005A551ED61CA0A490D45%40AdobeOrg=1099438348%7CMCMID%7C742349914306138916328185944 73255694577%7CMCAAMLH-1501764220%7C6%7CMCAAMB-1501764220%7CNRX38WO0n5BH8Th-nqAG_A%7CMCOPTO UT-1501166620s%7CNONE%7CMCAID%7C2CAFC7AB053108B1-40000103A00001A0%7CvVersion%7C2.1.0; s_pers=%20cpn%3Dcloud.acrobat.com%253Atest77%7C1658926233814%3B%20ppn%3Dcloud.acrobat.com %7C1658926233816%3B%20s_nr%3D1501160386433-New%7C1532696386433%3B%20s_vs%3D1%7C15011621886 92%3B; mbox=session#1501159420441-561741#1501162247|PC#1501159420441-561741.26_2#1504184387</val ue>

  </header>

  </headers>

  <queryString/>

  <headersSize>1184</headersSize>

  <bodySize>0</bodySize>

  </request>

    -<response>

  <status>200</status>

  <statusText>OK</statusText>

  <httpVersion>HTTP/1.1</httpVersion>

  <cookies/>

    -<headers>

    -<header>

  <name>Age</name>

  <value>19254</value>

  </header>

    -<header>

  <name>Date</name>

  <value>Wed, 26 Jul 2017 07:07:49 GMT</value>

  </header>

    -<header>

  <name>ETag</name>

  <value>"3d5e4a08e88ea4dd762835a3325229f7"</value>

  </header>

    -<header>

  <name>Server</name>

  <value>AmazonS3</value>

  </header>

    -<header>

  <name>X-Cache</name>

  <value>Hit from cloudfront</value>

  </header>

    -<header>

  <name>Connection</name>

  <value>Keep-Alive</value>

  </header>

    -<header>

  <name>X-Amz-Cf-Id</name>

  <value>PaotX8qf3gCLNRYwoIdPBlZ4S2gdqwJ6yKuVtDo5fC79ByN3ETm00g==</value>

  </header>

    -<header>

  <name>Content-Type</name>

  <value>text/html</value>

  </header>

    -<header>

  <name>Accept-Ranges</name>

  <value>bytes</value>

  </header>

    -<header>

  <name>Last-Modified</name>

  <value>Thu, 05 Mar 2015 20:33:07 GMT</value>

  </header>

    -<header>

  <name>Content-Length</name>

  <value>6539</value>

  </header>

  </headers>

    -<content>

  <size>6539</size>

  <mimeType>text/html</mimeType>

  <text><!-- Copyright (c) 2012-2015 Adobe Systems Incorporated. All rights reserved. --> <!-- 500.html --> <html> <head> <title>Unavailable</title> <meta name="viewport" content="width=device-width, initial-scale=1.0, maximum-scale=1.0"> <meta charset="utf-8"> <script type="text/javascript"> var languages = [ "English", "Dansk", "Deutsch", "Español", "Français", "Italiano", "Nederlands", "Norsk", "Português", "Suomi", "Svenska", "日本語" ]; var serviceMsgs = [ ["en","Currently unavailable","We apologize for the inconvenience. We are working hard to make the service available. Please check back shortly."], ["da","Ikke tilgængelig","Vi beklager ulejligheden. Vi arbejder hårdt for at gøre service til rådighed. Prøv igen om lidt."], ["de","Derzeit nicht verfügbar","Für die Unannehmlichkeiten bitten wir um Entschuldigung. Wir bemühen uns, den Dienst so schnell wie möglich wieder verfügbar zu machen. Versuchen Sie es in Kürze erneut."], ["es","No está disponible en este momento","Disculpe las molestias. Estamos trabajando para hacer disponible el servicio. Vuelva a comprobarlo en breve."], ["fr","Actuellement indisponible","Nous nous excusons pour la gêne occasionnée. Nous mettons tout en œuvre pour remettre le service en activité. Réessayez un peu plus tard."], ["it","Non è attualmente disponibile","Ci scusiamo per gli inconvenienti causati. Stiamo ripristinando il servizio. Riprovate tra alcuni minuti."], ["nl","Momenteel niet beschikbaar","Onze excuses voor het ongemak. We werken er hard aan om de dienst beschikbaar te maken. Kijk dan binnenkort terug."], ["nb","Utilgjengelig for øyeblikket","Vi beklager det inntrufne. Vi jobber hardt for å gjøre tjenesten tilgjengelig. Vennligst sjekk tilbake om kort tid."], ["pt","Atualmente indisponível","Pedimos desculpas pelo inconveniente. Estamos trabalhando duro para tornar o serviço disponível. Por favor, volte em breve."], ["fi","Päävarastosta","Pahoittelemme häiriötä. Teemme kovasti töitä, jotta palvelu. Tarkista takaisin pian."], ["sv","Finns inte i lager","Vi ber om ursäkt för besväret. Vi arbetar hårt för att göra tjänsten tillgänglig. Välkommen tillbaka inom kort."], ["ja","は現在利用できません","ご不便をおかけしますがご了承ください。現在、サービスの復旧に向けて作業していますので、少し後でもう一度確認してください。"] ]; function init() { var defaultLang = 0; var language = window.navigator.userLanguage || window.navigator.language; language = language.slice (0, 2); for (i = 0; i < languages.length; i++) { if (language == serviceMsgs[0]) { defaultLang = i; } var span = document.createElement('span'); span.className = "lang-choice"; span.innerHTML = "<a onclick='setLang("+ i +")'>"+languages+"</a>"; document.getElementById("lang-picker").appendChild(span); } setLang(defaultLang); setTimeout('window.location.href="http://cloud.acrobat.com/"',60000); } function setLang(lang) { document.getElementById("service-title").innerHTML = serviceMsgs[lang][1]; document.getElementById("service-msg").innerHTML = serviceMsgs[lang][2]; for (i = 0; i < languages.length; i++) { document.getElementById("lang-picker").childNodes.className = "lang-choice"; } document.getElementById("lang-picker").childNodes[lang].className = "lang-choice selected"; } </script> <style type="text/css"> body { background-color: #ffffff; color: #333333; font-family: "Helvetica", Arial, "sans-serif;"; font-size: 16px; margin: 0; text-align:center; } h1 { font-size: 36px; font-weight: lighter; margin-bottom: 8px; margin-top: 0; color: #797979; } p { margin: 0 40px; line-height: 22px; } .message { height: 300px; position: absolute; top: 50%; left: 0; right: 0; margin-top: -150px; } .trefoil { background: url(large_trefoil.png); height: 125px; width: 125px; margin: auto auto 20px; } @media (-webkit-min-device-pixel-ratio: 2), (min-resolution: 144dpi), (min-resolution: 1.5dppx) { .trefoil { background: url(large_trefoil_2x.png); background-size: 125px 125px; } } #lang-picker { font-size: 12px; margin: 30px 40px 0; color: #aeaeae; } .lang-choice { display: inline-block; margin: 4px 0; } .lang-choice a { color: #797979; padding: 20px 5px; text-decoration: none; cursor: pointer; } .lang-choice.selected a { color: #cccccc; } .lang-choice.selected a:hover { color: #cccccc; text-decoration: none; } .lang-choice a:hover { text-decoration: underline; color: #2175c8; } .footer { background: #ffffff; font-size: 11px; text-align: right; position: fixed; bottom: 0; left: 0; right: 0; padding:15px; border-top: solid 1px #e1e1e1; color: #ababab; } .footer a { color: #ababab; text-decoration: none; padding: 0 7px; border-right: solid 1px #e1e1e1; } .footer a:last-child { border-right: none; } .footer a:hover { text-decoration: underline; } .copyright { padding-right: 7px; } </style> </head> <body onload="init()"> <div class="message"> <div class="trefoil"></div> <h1 id="service-title"></h1> <p id="service-msg"></p> <div id="lang-picker"></div> </div> <div class="footer"> <span class="copyright">©2012-2015 Adobe Systems Incorporated, All Rights Reserved</span> <a href="https://www.adobe.com/privacy.html" target="_blank">Privacy</a> <a href="https://www.adobe.com/legal/general-terms.html" target="_blank">Terms</a> <a href="https://www.adobe.com/privacy/cookies.html" target="_blank">Cookies</a> </div> </body> </html></text>

  </content>

  <redirectionURL/>

  <headersSize>368</headersSize>

  <bodySize>6539</bodySize>

  </response>

  <cache/>

    -<timings>

  <send>172</send>

  <wait>46</wait>

  <receive>16</receive>

  </

</entry>

  </entries>

  </log>

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Jul 28, 2017 0
Adobe Employee ,
Aug 03, 2017

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Thank you for your response BLS_France. And sorry for the delay in response.

Sorry for the delay in response.

This issue is occurring intermittently and is not reproducible in-house. We are trying to figure out the root cause of the issue. Would you please help us with the below information?

Have you tried using this service with different browsers like Google Chrome, Firefox, Internet Explorer or Edge?

Also, if you have security software installed on your machine, have you tried disabling it temporarily and try to reproduce the issue. If the issue is getting fixed after disabling the security software, help us with the name and version of the security software installed.

Also, I would like you to try this URL https://cloud.acrobat.com on your cell phone and check if the issue is reproducible?

Will be waiting for your response. If you already have found a fix to this issue, please help us with your findings.

-Tariq Dar

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Aug 03, 2017 1
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