docx no longer recognized
I purchased 3 licenses of Adobe Pro DC for use in my office. They were each installed on different computers(all windows 10 up to date, newest version of Microsoft office). We needed the software to convert word documents to PDF for upload to our new EMR system. All three worked great at first. Then all of a sudden two of the programs stopped recognizing docx. The word documents had not changed, were all in the same docx format! The third license was and still is working, unless I try to log in from a different computer to that license, then it won't recognize docx on the new computer. We have spent 5 plus hours of payroll time on the phone with Adobe tech support and still have no resolve, in fact we were told the problem was our word program. We have uninstalled and reinstalled both Adobe Pro DC and word. This has not resolved the issue. We have uninstalled, defragged, disc cleaned and reinstalled, issue still not resolved. At this point I just want a refund of the over 500 dollars in licenses I purchased!
Samantha Strickland
shared this idea
We are closing this case from our end as there had been no response from your side. Feel free to reopen a new case if you are still facing this issue.
Thanks
Tanvi
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Samantha Strickland
commented
No there is no Adobe Ribbon. And we have restarted and reinstalled Adobe. Several times in fact.
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Samantha Strickland
commented
Tanvi,
I have not tried to convert excel or powerpoint files. The program was working fine and then wasn't. It doesn't matter which account we try to access from it does not recognize docx. files any longer except on two of the computers. All computers are running the same operating system, same version (same account) of microsoft word. Nothing absolutely nothing changed except the day!
I converted several thousand files from my computer at home in one day. The next day the program no longer recognized docx files on that same computer. What changed between Monday evening and Tuesday evening....The day and closing the programs appropriately and the computer being put into sleep mode. Same story for all of my computers at the office! Three accounts none of which are working except on one computer and I am terrified to shut the program down or let the computer shut down because I am afraid that it then won't work. From my view point after having spent a ton of payroll time on the line with your tech support only to be told the problem is my computers and software, even though that makes zero sense given it worked on all until closed down, is that I have wasted a ton of money on software that doesn't WORK! I am a small business and can't afford to buy three licenses that don't work or to be told the issue is my computers when originally it worked fine on these computers! I also don't have the time to open several thousand documents in word and manually save each as a PDF file, especially in light of having a software program that I purchased because it can convert multiple files at once!