Open Internet Explorer, and then go to Tools > Internet Options > Advanced tab.
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
- If you’re using Acrobat 11.x or Reader 11.x, upgrade to Acrobat or Acrobat Reader.
- 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.
Solution: Enable TLS 1.2 in IE
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Scroll down to Security settings, and then select the Use TLS 1.2 checkbox.
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.
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Click OK.
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.
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Open Group Policy Management: Press Window + R keys, type MMC in the Open box and then click OK.
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Select the group policy object to modify, right-click, and then select Edit.
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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. -
Double-click the Turn off Encryption Support setting to edit it.
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Click Enabled.
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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".
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.
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Click OK.