Acrobat Pro - Compare function is not working

We're using Adobe Acrobat Pro version 2022.003.20310 on Mac in HK and AUS, HK users reported the Compare function is not working, showing "Acrobat could not compare the documents completely.", but machines in Australia can compare the same pdf files normally. May i know what is the problem?

(screenshot below are the version number on HK and AUS machines)
Thank you.