On January 29, 2018, Adobe disabled Transport Layer Security (TLS) 1.0/1.1 on the server-end for Document Cloud services, such as Create PDF, Export PDF, Send & Track, and so on. As a result, if your browser is configured to use TLS 1.0/1.1, you will see the following error message while accessing the services: "An error occurred while trying to access the service."
- If you’re using Acrobat 11.x or Reader 11.x, upgrade to Acrobat DC or Acrobat Reader DC.
- If you’re using Internet Explorer (IE) 8, 9, or 10, enable TLS 1.2 in IE. (Alternatively, you can use IE 11 as it has TLS 1.2 enabled by default.)
- If you're using Adobe Acrobat Reader mobile app on Android, update the app to the latest version from the Google Play store.
Steps to enable TLS 1.2 from IE settings
Steps to enable TLS 1.2 from Group Policy Objects (GPO), if you have permission to change GPO settings
You can enable support for the TLS 1.2 protocol in Internet Explorer using Group Policy by modifying the Turn Off Encryption Support Group Policy Object.
In the Options window, change the Secure Protocol combinations setting to a setting which includes TLS 1.2, most commonly "Use TLS 1.0, TLS 1.1 and TLS 1.2".
It is important to check consecutive versions. Not selecting consecutive versions (for example, checking TLS 1.0 and 1.2, but not checking 1.1) could result in connection errors.