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error message on shared PDF : Content is still loading

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I am trying to share a small PDF only 307KB via the Adobe share function. However, when trying to add comments to the shared file, everyone gets an error message, Content is still loading. The content never loads, even after days. We have cleared the cache, tried incognito, Edge and Chrome and multiple computers on different networks. The content is still not loading. How do we fix this?

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DFWTechGuy

Participating Frequently

Since you've already tried clearing the cache, using different browsers, and testing on other computers and networks, it sounds like the issue may be with the shared PDF or Adobe's online service rather than your browser.

Try downloading the PDF and uploading it again as a new shared file to see if that helps. If the same error continues, contact Adobe support and provide the link to the shared file and the steps to reproduce the issue. They may need to check why the content isn't loading.

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justlearn

Community Expert

@brilliant_perspective11b6 In additon to @Anand Sri Bhattacharya , My first thought is that the file might be corrupted. What does the error message say? Can you take a screenshot and share it?

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brilliant_perspective11b6Author

Participant

Here is the screenshot. Myself and my team get this message on any PDF we are sharing through Adobe.

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Anand Sri Bhattacharya

Community Manager

Hi @brilliant_perspective11b6

thanks for the screenshot and for confirming this affects every PDF your team shares, not just the original file. Since you’ve also tested different browsers, computers, and networks, repeating cache-clearing steps or replacing that one PDF is unlikely to help.

The remaining possibilities include the Adobe sharing/service path, an organization or account configuration, or a common network/security layer; the current evidence does not yet confirm which one.

Please try these targeted checks:

Open the same shared link in both a browser and Acrobat/Reader desktop, and let us know whether both show the error.
If permitted, test once on a trusted non-corporate connection with the corporate VPN/proxy disabled.
Have an external Adobe account share a new test PDF to one affected user, and also test one newly shared PDF from your team with an external recipient.

If the issue continues, please provide the Acrobat version/build, OS and browser versions, exact sharing workflow, affected-user scope, reproduction time and time zone, browser-versus-desktop results, and VPN/proxy/network details. If the desktop app also reproduces the issue, please collect an Acrobat Diagnostics Log ID:
https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html

Regards,

Anand Sri.

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Anand Sri Bhattacharya

Community Manager

Hello @brilliant_perspective11b6

I hope you are doing well, and thanks for reaching out. Sorry you’re running into this. The “Content is still loading” message does not identify a specific cause by itself, so the first step is to determine whether the issue is account-, application-, network-, or document-specific.

Please try the following:

Sign out of Acrobat and the Acrobat web experience, then sign back in with the Adobe ID associated with the email address to which the PDF was shared.
Open the original sharing link in a private/incognito browser window, and also test it in the Acrobat desktop application.
In Acrobat, select Menu > Help > Check for updates, install any available update, and restart the application.
Check whether another shared PDF opens and whether another intended recipient can open this particular PDF.

If the new link works, you can use it instead of the original. If only this PDF fails, that points toward a document-specific issue; if both PDFs fail, the problem may involve the account or Adobe’s sharing service.

If only this PDF fails for multiple recipients, ask the sender to create a new share/invitation. If the problem continues, please share your operating system, Acrobat version and full build number, browser/version, whether it fails in both the browser and desktop app, and whether other shared PDFs work. Please do not post the private document link publicly.

I hope this helps, and please reach out with your observations or if you have any questions.

Regards,

Anand Sri.

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brilliant_perspective11b6Author

Participant

Hi, we’ve tried all the steps you listed above and nothing is working.

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Anand Sri Bhattacharya

Community Manager

Hi @brilliant_perspective11b6

thanks for the screenshot and for confirming this affects every PDF your team shares, not just the original file. Since you’ve also tested different browsers, computers, and networks, repeating cache-clearing steps or replacing that one PDF is unlikely to help.

The remaining possibilities include the Adobe sharing/service path, an organization or account configuration, or a common network/security layer; the current evidence does not yet confirm which one.

Please try these targeted checks:

Open the same shared link in both a browser and Acrobat/Reader desktop, and let us know whether both show the error.
If permitted, test once on a trusted non-corporate connection with the corporate VPN/proxy disabled.
Have an external Adobe account share a new test PDF to one affected user, and also test one newly shared PDF from your team with an external recipient.

If the issue continues, please provide the Acrobat version/build, OS and browser versions, exact sharing workflow, affected-user scope, reproduction time and time zone, browser-versus-desktop results, and VPN/proxy/network details. If the desktop app also reproduces the issue, please collect an Acrobat Diagnostics Log ID:
https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html

Regards,

Anand Sri.

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