AI Assistant frequently fails to return an answer
Hi,
The Adobe AI Assistant sometimes fails to return an answer. Instead, I get back "This file isn't currently supported. Please try a different file" (first screenshot bellow).
However, if I retry several times it will eventually succeed (second screenshot below).
I've also attached the PDF file that is being processed. It was obtained from the S.E.C.'s EDGAR website, after converting the HTML document to PDF.
I'm running Adobe Acrobat Reader on an Apple MacBook M2 Pro (third screenshot below).
Thanks,
Ron
Ron Katriel
shared this idea
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Hi Ron,
Thanks for reporting the issue. Could you please help provide some logs so that we could investigate the issue at our end? Please follow the below instructions to get the logs:
1. Open Adobe Acrobat. Click on the hamburger menu (three horizontal lines in the top-left corner) and navigate to Help > Troubleshoot Acrobat.
2. Run Adobe Acrobat Diagnostics. If prompted, click Yes to allow the tool to run. Select Advanced logs, then choose the following options:
a. Acrobat process monitor (tracks running Acrobat processes).
b. System apps information (collects details about the installed Acrobat version).
3. Click Start diagnostics.
4. Close Acrobat (without closing the Acrobat Diagnostics window)
5. Relaunch Acrobat and reproduce the issue that you’re experiencing.
6. Stop Diagnostics and Provide a brief description.
7. Click Share logs to upload them to Adobe’s cloud storage.
8. Copy the log ID and provide it for further investigation.If the troubleshoot option is not visible. Follow the below steps:
1. Open Adobe Acrobat.
2. Click on the hamburger menu (three horizontal lines) in the top-left corner and select Preferences.
3. In the Preferences window, select the General category.
4. Under the "Messages from/to Adobe" section, check the box labeled Enable troubleshooting.
5. Click OK to save the changes.
