Acrobat Comment Tool issue

Report · Sep 20, 2021

Ever since the update I've had problems with the strike through and replace text tools. I can highlight and start typing to replace text or hit Return to delete text--but only a couple of times before it stops. I have to manually click on the tool in the tool bar to make these work. After quitting the application and reopening, the automatic uses of the two tools are back, but again for only a couple of uses before it returns to manual only again.

Is this bug from the update or is there something else happening?

Report · Oct 12, 2021

[Edited]

Hi there

The planned update for Adobe Acrobat/Reader DC version 21.07.20099 is now available. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works for you.

For more information about the new release please check the help page https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-october-21-updates-are-l...

Let us know if you experience any trouble and need more help

Regards

Amal

View solution in original post

Report · Sep 20, 2021

Hi there

Hope you are doing well and sorry for the trouble. As described you are experiencing trouble with commenting PDFs.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive, please download it to your computer first and then try again.

What is the version of the OS and the Adobe Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 21.07.20091 installed. Go to Help > Check for updates and reboot the computer once.

Also, please try to reset the Acrobat preferences as described in the help page https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works for you.

You may also try to create a new test user profile with full admin rights or enable the root account in Mac and try using the application there.

Regards

Amal

Report · Sep 20, 2021

I have tried this with several files, including files I didn't have any trouble with in the past.

Acrobat version 2021.007.20091

Mac OS version 11.5.2.

I'll try to reset preferences next to see if that helps.

Thanks!

Report · Sep 20, 2021

Hi there

Thank you for sharing the details.

Also please share the logs of the affected machine so that we can narrow down and isolate the issue

For Mac: Please collect the logs using the log collector tool as described in the help page https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

For Windows: Please download the procmon tool here https://docs.microsoft.com/en-us/sysinternals/downloads/procmon run the procmon tool and regenerate the issue and collect the logs.

Please share the collected logs using the Document Cloud service as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Also please share the affected PDF file and a small video recording of the issue so that we can check it at our end.

Regards

Amal

Report · Sep 20, 2021

Trashing the recommended preferences files allowed me to use the tools for the longest I have been able to today. After opening a third file the ability to use the tools automatically stopped.

I created the log and uploaded it to the Portal and to the Cocument Cloud.

https://documentcloud.adobe.com/id/?uri=210b2c15-60d3-4b40-837b-383bf4f11112

I shared the third file that seemed to trigger the issue returning:

https://documentcloud.adobe.com/id/?uri=00081a3b-5fb1-4413-9a3e-6412b7451a7c

A video won't show anything. I highlight a word or phrase and usually I can start typing to replace text. When that doesn't work, I click on the replace text tool and that works.

Report · Sep 20, 2021

I no longer think the file I uploaded was the trigger. I restarted the app and the tools were working well until I opened a third file, which wasn't the same as the file I posted. Now I'm thinking the third file is somehow the trigger.

Report · Sep 20, 2021

[Edited response]

Hi there

We are unable to access the log file and the PDF file that you have shared above as we are getting the access denied error. Would request you to share the required files using the gmail cloud so that we can try to isolate the issue and get it fixed at earliest.

Also please regenerate the logs and the links again as the old links are not working.

Regards

Amal

Report · Sep 21, 2021

I wasn't able to reply yesterday in Firefox. I've changed browsers and that seems to be working.

This morning I was able to use the delete and insert tools as normal, but that only lasted for a couple of uses. I didn't open any other files, so my theory about it being related to a number of files open didn't pan out.

Report · Sep 22, 2021

This same thing started happening to me yesterday as well. I just wanted to chime in so you know this isn't a one-off issue!

Report · Sep 22, 2021

Yes, we've been having this same issue on all our macs. Using the keyboard to add/delete comments is no-longer working in Acrobat Pro. We downloaded the latest Acrobat Reader to see if that worked and it had the same issue.

Report · Sep 22, 2021

We have this exact same issue with Acrobat Reader DC (21.007.20091; running macOS 11.6).

Report · Sep 23, 2021

I am having exactly the same issue with Acrobat Pro DC. The keyboard no longer works for activating comment tools. Using a Mac. Still on Catalina.

We are not alone. Other editor colleagues are reporting the same.

This slows up our work intolerably. I often have up to a thousand corrections to input.

Report · Sep 23, 2021

The issue occurs since the latest update to version 2021.007.20091 on macOS 11.5.2. It does not depend on if it is a M1 (iMac 2021) or Intel (iMac Ultimo 2014). The PDF-File doesn’t matter; the problem occurs with any PDF. Last not least: To me it seams to be a matter of elapsed time and does not depend an the number of corrections.

On my MacBook with macOS Catalina I use version 2021.005.20058 without any problems. I hope, there will be a fix very soon.

Report · Sep 23, 2021

@RainbowCollage Thanks for reporting the issue to us. Since the issue is related to keyboard shortcuts, can we schedule a meeting to understand and debug better. Please share your email ID on which we can send the meeting invite.

Thanks

Mehak

Report · Sep 24, 2021

Hi Mehak

To speed this up, I'm happy to schedule a meeting with you. We are having the same problems as everyone in this thread with the latest versions of Acrobat Pro and Reader. I can explain and show you in detail.

Thank you

Alex

Report · Sep 24, 2021

Just posting an update. Previously I was able to use the keyboard shortcuts for a short time after quiting Acrobat and restarting. That has stopped happening. Could this be related to some sort of cache?

Report · Sep 24, 2021

Also, I updated my Mac OS to 11.6 and that didn't have an affect either.

Report · Sep 24, 2021

There's another issue that has gradually appeared that I think may be connected. I have a document with hundreds of comments. As the number of comments grew, it took longer to scroll the page. There's hesitancy in scrolling. There's also lag in opening up the comment after clicking on the toolbar. I start typing the comment and the first three letters aren't included because I haven't noticed that the comment box isn't open yet. These lags have been increasing gradually as I work on a document.

Report · Sep 24, 2021

I opened a file with fewer comments (less than 50) and the tool worked for a while and the scrolling and comment opening didn't lag.

(I'm sorry to keep reporting these little bits, but I'm hoping they are helping in some way. I haven't been able to get as much work done this week because this issue is really slowing me down.)

Report · Sep 30, 2021

There's another issue that started occuring at the same time as the delete/insert keystrokes stopped working. It's not as annoying, but I thought I'd report it in case it helps in finding the bug.

I create bookmarks for pages in my documents. Before the upgrade, when I dragged a bookmark in the list, I saw a line that showed me where I was moving the bookmark to. After the upgrade, that line no longer appears. I can still drag bookmarks and reorder, but it takes several attempts to get the bookmark where I want it.

Report · Sep 30, 2021

I have noticed this exact thing just a few minutes ago! Reordering bookmarks is now a bit hit-and-miss because you can't see where you're dragging it to.

Report · Oct 06, 2021

This issue has been taken care of, I assume by the latest update.

Report · Oct 06, 2021

Depending on how you see the posts here, it may be confusing what issue I was talking about. The issue with the bookmarks has been fixed.

Report · Oct 05, 2021

New update. I hope it provides the engineers with a clue.

I opened a file this morning and worked with it for a couple of hours. I added several comments, but had no need for the insert or delete tools. When I did need these tools, they worked, but only for a few times before they stopped working again.

So the issue isn't that having the file open for a while or even commented on for a while. It is those two specific tools that timeout after having used them for a while.

Report · Oct 05, 2021

I'm only confirming this behavior. I work with the commenting tools in Acrobat all day every day (book production), and this bug has has a dramatic negative affect on my productivity. I'm hoping it is fixed soon or that we're given the ability to downgrade to a version that works.