Acrobat cloud based PDF review comments not showing

Hi, I'm having an issue with Acrobat cloud based PDF review. One of the collaborators interstate posts comments and often some of the comments don't come through. I can see that they have posted a note as it says "Typed a note" but the comment is empty.

Today a person sitting 10 feet away posted a note and the same thing happened. They sent me a screen grab of what they see, which has a written comment and it's completely different to both the web version and the downloaded Acrobat version which I see and just says Person's Name "Typed a note". They're using Acrobat Reader and I'm on Acrobat Pro DC, Version 2021.005.20058 which is up to date. I'm on iMac, they're on PC.

The collaborator has posted 16 comments and 15 have come through, only one has not.