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CaseDevMan
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Can't upload files--"Acrobat has encountered a problem"

Mar 9, 2011 2:33 PM

I'm experimenting with Acrobat. com as a way to collaborate with peers across the country. Seems like an ideal answer. I'm testing the "free," 2-person version at the moment, and can't seem to upload files to My Workspace. I'm trying to upload two files individually--the first a small MS Word file, the second a 1mb PowerPoint. Each attempt produces an "Acrobat has encountered a problem" error message. I can't even upload a photo of myself for my profile. At first, I thought it might be a firewall/proxy problem, but I ran all the Adobe diagnostics. Everything tested fine. I'm even able to establish video connection in the ConnectNow workspace. I'm working off a T3 pipeline, so I don't think its a volume problem. Help.

2724 Views   18 Replies   Latest reply: alvinsorianojr, May 30, 2011 1:30 AM
 
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  • caupolican10
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    1. caupolican10,
    Mar 10, 2011 3:25 PM   in reply to CaseDevMan
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    I'm having the same problem. Been using the free service up until now (been spruiking the service to all as well) and now it doesn't work.

     

    Anyone know when this issue might be resolved?

     

    Trying to upload a file and get the following error message:

     

    Acrobat.com encountered an unexpected error.

     

    unexpectedError

     

    error_acrobat.jpg

     
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  • wim aalbers
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    2. wim aalbers,
    Mar 26, 2011 6:38 AM   in reply to caupolican10
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    Same problem.

    Occurs on uploading any file, even under 1 MB.

    Problem lives since 19-03-2011.

    Using FreeTrial, Google Chrome, Windows 7 Ultimate

     

    HELP!!!

    Knipsel.JPG

     
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  • caupolican10
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    3. caupolican10,
    Mar 28, 2011 9:14 PM   in reply to wim aalbers
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    Was looking to position acrobat.com as a business tool, but this is beyond help

    now. Can't upload anything since my last post.

     

    Running free trial on IE7.

     
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  • Rebecca Staley
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    4. Rebecca Staley,
    May 7, 2012 1:06 PM   in reply to caupolican10
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    Hello there,

     

    Thanks for posting - we're sorry to hear that you're having this issue! Wim (above), we received your email and are looking into it now. Caupolican10, we would like to get a bit more information from you; specifically:

     

    1. What version of Flash Player do you have installed? http://www.adobe.com/software/flash/about/

    2. What OS are you using (Mac, Windows...)?

    3. Are you able to use Adobe SendNow, or do you see the same error? http://sendnow.adobe.com

     

    Thank you for your patience! Once we get this information, we'll be able to do a little more investigating. We'll have this sorted out as soon as possible.

     

    Kind regards,

    Rebecca

     
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  • CaseDevMan
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    5. CaseDevMan,
    Mar 29, 2011 9:58 AM   in reply to Rebecca Staley
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    1.    airappinstaller.exe says that it is version 2.0.2.12580.

     

    2.    Windows XP Service Pack 3.

     

    3.    Same error.

     

     

     

    Thanks for looking into this.

     

     

     

    Freeman Gregory  |  Manager

     

    Business Case Development

     

    VALIC

     

    2929 Allen Parkway  |  Houston, TX 77019

     

    Office: 713.831.1371  |  Fax: 713.831.6161

     

    freeman.gregory@valic.com

     

    VALIC.com

     
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  • wim aalbers
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    6. wim aalbers,
    Mar 29, 2011 12:13 PM   in reply to Rebecca Staley
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    1. Version 10,2,154,25 installed

    2. Windows 7

    3. Message: XXXXX.PDF cannot be added.

    The file size is too large.

    File size: 391 KB

     

    Thank you for your efforts.

     
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  • smeejane
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    7. smeejane,
    Apr 1, 2011 9:27 AM   in reply to CaseDevMan
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    I'm having the same problem.  Have worked with other files today successfully and now I am stuck.

     
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  • Rebecca Staley
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    8. Rebecca Staley,
    Apr 1, 2011 11:02 AM   in reply to Rebecca Staley
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    Hi everyone,

     

    So - a few things to note here:

     

    1. This forum is for questions about using Acrobat.com, and I see that there are a few posts in this thread about problems with Acrobat desktop software; unfortunately, we'll only be able to help with issues uploading documents to Acrobat.com, not with using Acrobat.

     

    2. There have been a few mentions (maybe only one?) of the AIR application; if you're using the Acrobat.com desktop application to upload your files, please note that this application is no longer supported by Adobe. Please access Acrobat.com from a browser at www.acrobat.com and try uploading your files there; post back here to let us know how it goes!

     

    3. If you're using Acrobat.com in a browser and see the error message posted by a few people here ("Acrobat.com has encountered an unexpected error" or something to that effect), it could be that you're being foiled by a firewall or proxy (it's unlikely, but if you're accessing Acrobat.com from a work computer with stringent security restrictions, this might be the case). Reply to this thread if you believe that might the problem here; we'll likely have to work with you more closely to determine whether that's the cause and if so, how to fix it.

     

    We're working behind the scenes to investigate what more can be done on our end; we appreciate your patience and all the information you've offered to help us crack this case!

     

    Best,

    Rebecca (+ the Acrobat.com team)

     
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  • smeejane
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    9. smeejane,
    Apr 1, 2011 11:20 AM   in reply to Rebecca Staley
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    I am using Acrobat.com and don't have any firewall issues.  I'm getting the error message when combining PDFs.  I've combined PDFs successfully several times, but I cannot do this one group of PDFs.  Not sure what's going on.

     
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  • CaseDevMan
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    10. CaseDevMan,
    Apr 1, 2011 12:01 PM   in reply to Rebecca Staley
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    While I set up my account at a work computer that is behind a firewall, I have tried to access it with the same results from a home computer that is not behind a firewall.

     

    Freeman Gregory  |  Manager

    Business Case Development

    VALIC

    2929 Allen Parkway  |  Houston, TX 77019

    Office: 713.831.1371  |  Fax: 713.831.6161

    freeman.gregory@valic.com

    VALIC.com

     
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  • wim aalbers
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    11. wim aalbers,
    Apr 1, 2011 1:21 PM   in reply to Rebecca Staley
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    I was using Acrobat.com in a browser from November 2010 without any problem. Since 19-03-2011 suddenly no file can be uploaded, regardless of which type or size. I'm using my computer at home. Microsoft Essentials. Even with ME and firewall off the problem stays the same.

    Could error #2038, like I showed before, be of some help?

     

     
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  • CaseDevMan
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    12. CaseDevMan,
    Apr 9, 2011 10:49 AM   in reply to Rebecca Staley
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    New wrinkle. I have uploaded a simple .PNG successfully with my free trial account, but I did it with my Mac at home. This would seem to support the idea that it's a firewall issue with my work computer. The big problem is that my work computer (and all the peers I anticipate using this service) exists behind the same firewall. I need to solve this roadblock or forget about acrobat.com as a viable business tool.

     
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  • wim aalbers
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    13. wim aalbers,
    Apr 10, 2011 1:44 AM   in reply to CaseDevMan
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    Did some simple experiments.

    Results:

    • Uploading from Desktop via Chrome: failed, Error: see above.
    • Uploading from Desktop via Firefox: succeed
    • Uploading from Laptop via Chrome: succeed
    • Uploading from Laptop via Firefox: succeed.

     

    Problem seems to be Chrome on Desktop.

    But:

    • Exactly the same settings of Chrome on Desktop and Laptop
    • Same version of Flash (10,2,154, 25)
    • Google Gears installed
    • Other plugins and extensions: no differences.
    • Same firewall (Windows), both switched on, both Homenetwork.

    Still different results.

     
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  • wim aalbers
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    14. wim aalbers,
    Apr 20, 2011 2:02 AM   in reply to wim aalbers
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    After Acrobat has gone a few times off line, the problem here seems to be solved.

    I'm very curious to know if the problem has been solved on Acrobat side or if I am just a lucky guy with a self healing computer.

     
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  • fgmarcom
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    15. fgmarcom,
    Apr 20, 2011 7:39 AM   in reply to wim aalbers
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    Did an interactive session with an acrobat.com tech, and it looks like my problem is

    a company firewall. This makes acrobat.com untenable for me since I would

    have to convince corporate to provide special dispensation to use

    it. The corporate IT security people categorize acrobat.com as a "chat room." So, while I can create an acrobat.com workspace and log-on to it, I can't up/download files. Kind of defeats the purpose.

     
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  • robert-sfl
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    16. robert-sfl,
    May 6, 2011 2:25 AM   in reply to fgmarcom
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    Hi, can you tell exactly what requirements exist?

     

    I am having the same problem when I try to upload a file. My Admin has opened the site Acrobat.com for me and I can access Acrobat.com via browser, but not upload PDFs. I also cannot upload files for review from other Adobe products (RoboHelp or Acrobat).

     

    This whole issue seems rather strange to me - an online reviewing process should be designed for professional users and these user are typically behind a firewall. Therefore it would be most important to pinpoint exactly which access rights are required, rather then let the user try and stumble around themselves.

     
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  • robert-sfl
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    17. robert-sfl,
    May 12, 2011 1:02 AM   in reply to robert-sfl
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    No solution to this? I have contacted the Adobe service and received no response from them either.

     

    It seems that our evaluation of Acrobat.com has reached an end before it even started.

     
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  • alvinsorianojr
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    18. alvinsorianojr,
    May 30, 2011 1:30 AM   in reply to Rebecca Staley
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    Hello,

    I am also having the same problem today.I am trying to upload a 303KB zip file into my Acrobat.com account but still unsuccessful, take note I have tried other file types such as html and swf.


    Browsers: FF 3.6.17 , IE 7

    Flash Player Version: 10.3.181.14

     

    I hope this issue gets resolved soon.

     

    BR,

    -Alvin

     
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