Problem: An error occurred while trying to access the service

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."

Recommendations to the users

Solution: Enable TLS 1.2 in IE

Steps to enable TLS 1.2 from IE settings

  1. Open Internet Explorer, and then go to Tools > Internet Options > Advanced tab.

  2. Scroll down to Security settings, and then select the Use TLS 1.2 checkbox.

    Use TLS 1.2 setting

    Note:

    If TLS settings are enforced using GPO, then these options may appear as disabled. Contact your organization's IT support for enabling the TLS 1.2 setting.

  3. Click OK.

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.

  1. Open Group Policy Management: Press Window + R keys, type MMC in the Open box and then click OK.

  2. Select the group policy object to modify, right-click, and then select Edit.

  3. In the Group Policy Management Editor, browse to the following setting:
    Computer Configuration > Administrative Templates > Windows Components > Internet Explorer > Internet Control Panel > Advanced Page > Turn off encryption support.

  4. Double-click the Turn off Encryption Support setting to edit it.

  5. Click Enabled.

  6. 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".

    Select a setting containing TLS 1.2

    Note:

    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.

  7. Click OK.

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