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We've encountered a critical error unable to fetch base_uris from files tier

New Here ,
Oct 30, 2017

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We have an issue when trying to export file in adobe reader. The window populates (An error occured while trying to access the service).

From there we tried to access the URL https://cloud.acrobat.com/exportpdf?trackingid=KLFWY  the error Unable to fetch_uris from files tier

we verified our fire wall settings.  Nothing has changed with that.  Standard login to portal and connection to cloud produce different errors. 

The first image occurs when accessing the URL the second is exporting to the cloud.  The message board work around hasn't helped. 

We just want a definitive explanation as to why this error populates in two areas. It's been a week and nothing seems to rectify the problem.

uris.PNGuris2.PNG

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We've encountered a critical error unable to fetch base_uris from files tier

New Here ,
Oct 30, 2017

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We have an issue when trying to export file in adobe reader. The window populates (An error occured while trying to access the service).

From there we tried to access the URL https://cloud.acrobat.com/exportpdf?trackingid=KLFWY  the error Unable to fetch_uris from files tier

we verified our fire wall settings.  Nothing has changed with that.  Standard login to portal and connection to cloud produce different errors. 

The first image occurs when accessing the URL the second is exporting to the cloud.  The message board work around hasn't helped. 

We just want a definitive explanation as to why this error populates in two areas. It's been a week and nothing seems to rectify the problem.

uris.PNGuris2.PNG

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Oct 30, 2017 0
Adobe Employee ,
Oct 30, 2017

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Hello Quinnraycross,

I apologize for the inconveniences caused you. Please refer to the following KB link which discusses the similar issue When I try to use Export PDF, I get an error message:Error. We have encountered a critical error. Un...  Link: https://forums.adobe.com/thread/2377201

I have also sent you a private message with URLs which need to be whitelisted in the  firewall, please check your email inbox.

Hope this helps, and keep us posted with the results.

Regards,

Anand Sri.

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Oct 30, 2017 0
New Here ,
Nov 03, 2017

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We followed that link before we reached out to you.  The cert, proxy & firewall.   Whitelist wasn't the issue because nothing changed within our network.   We can't even sign into the adobe cloud.  It just shows white page.

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Nov 03, 2017 0
New Here ,
Feb 12, 2018

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The company I work for is receiving same uris message and saying we have no internet connection. How do we resolve?

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Feb 12, 2018 0
Adobe Employee ,
Feb 12, 2018

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Hello eriks35028601

We apologize for the inconvenience caused. For no internet connection error, please refer to the following KB docs Resolve connection errors with Adobe Creative Cloud and Creative Suite applications  Link: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

For URIS error message, there are certain Adobe Ports and URLs which are supposed to be added/whitelisted on Network and Firewall settings. I have shared the list with you via private message, please check your email inbox and share the list with your IT team.

Feel free to update this discussion for any further assistance.

Regards,

Anand Sri.

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Feb 12, 2018 0
New Here ,
Feb 12, 2018

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How to I access private message?

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Feb 12, 2018 0
Adobe Employee ,
Feb 12, 2018

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Check your email inbox.

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Feb 12, 2018 0
New Here ,
Feb 12, 2018

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Just checked, no email from you

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Feb 12, 2018 0
New Here ,
Feb 12, 2018

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checked spam folder as well

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Feb 12, 2018 0
New Here ,
Feb 12, 2018

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I checked spam as well. Please assist, thanks

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Feb 12, 2018 0
Adobe Employee ,
Feb 12, 2018

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Thanks for confirming. Let us know how it goes.

Regards,

Anand Sri.

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Feb 12, 2018 0
New Here ,
Feb 13, 2018

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Hi Anand,

MY IT dept has tried all that was in email and whitelisted all and still does not work.  What may be the issue?

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Feb 13, 2018 0
AnandSri LATEST
Adobe Employee ,
Feb 13, 2018

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Hi eriks35028601

Sorry for the inconvenience caused, try exporting/converting the PDF file on your mobile device or on a different computer with a different network environment and see if you get any error message.

Let us know how it goes.

Regards,

Anand Sri.

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Feb 13, 2018 1
Adobe Employee ,
Nov 14, 2017

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Hello Quinnraycross,

Sorry for the delay in response to your query and apologize for the inconvenience caused. I have sent you a private message, please check your email inbox.

Regards,

Anand Sri.

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Nov 14, 2017 0
New Here ,
Dec 13, 2017

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I have the same issue, I've read all your tips... hour later, square 1, nothing works.

So, I paid for something that doesn't work.

Funny, I'm dumb in programing, but even me can do and sale something that doesn't work...

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Dec 13, 2017 0
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