Shared Comments do not load in desktop Acrobat app

Question

Hi Everyone, when opening a cloud document in the desktop app to edit the document, shared comments won't load. I've attached a screenshot. We've already tried:

Upgrades from Windows 10 > Windows 11, driver updates, and the following suggestion found on the forum:
In Acrobat, Click Edit > Preferences > General > Uncheck 'Show online storage when opening the file' > click OK
Close and reopen Acrobat
Acrobat has been reinstalled multiple times and is currently on the version 25.001.20577 but there have been updates since the issue began that have not fixed the issue.'
Uninstalling using Revo Uninstaller to remove remaining files and reg keys and reinstalling.

Windows is running version 24H2 Build 26100

Any other suggestions? We have this happening to 2 users. One it is a new issue within the last day, and the other has had the issue going on 3 months.

randall_2768 · Accepted Answer

I am having this same issue.

I found the issue in our environment. It ended upbeing caused by Beyond Trust Privilege Management. Even though we did not have a rule affecting Acrobat, PGHook.dll was still getting injected from Beyond Trust and causing this behavior, as well as causing Acrobat to lock up quite a bit.

After adding a hook exclusion in our BT policy, the issue was resolved. Hopefully this helps someone!

Tariq Dar · Answer

Hi @randall_2768,

That definitely sounds unusual. Shared comments should sync and appear normally in the Acrobat desktop app once added.

Here are a few things you can try that have helped other users facing similar sync issues:

What we can try: Steps to fix the Issue

1. Sign Out and Back In

Go to Help > Sign Out in Acrobat and then sign back in using your Adobe ID.
This often refreshes the sync connection and reloads cloud-based shared comments.

2. Clear Local Synchronizer Cache

The shared comment feature relies on a local sync process. If this cache is corrupted, comments might not load.
You can try deleting the Synchronizer folder:
- Windows: C:\Users\<your-username>\AppData\LocalLow\Adobe\Acrobat\Synchronizer\
- macOS: ~/Library/Application Support/Adobe/Acrobat/Synchronizer/
Close Acrobat before doing this, then reopen and check again.

3. Re-save the PDF Locally

You can try saving the file using File > Save As > PDF and then opening that local copy in Acrobat.
In many cases, this helps Acrobat properly reload the commenting structure.

4. Check Cloud Storage and Permissions

Ensure the original shared file hasn’t been moved or deleted from Document Cloud or your shared workspace.
Also, check if the file is accessible in Acrobat Web (https://adobe.ly/3UNH4Gv) and whether comments appear there.

5. Update Acrobat

Make sure you’re using the latest version of Acrobat: Help > Check for Updates.
Comment syncing issues have been fixed in recent updates.

Let us know how it works, especially when you are trying Steps 2 and 3.

Best regards,
Tariq | Adobe Community Team

What we can try: Steps to fix the Issue

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