Adobe Acrobat Error when Checking for New Comments on SharePoint Shared Review Server

[ruckuspubs]

We’ve run into a new problem (September 2024) with Adobe Acrobat Pro (64-bit; 24.003.20112) when attempting to connect to the SharePoint server to publish or get comments from Shared Review PDFs.

Note: We have tried basic troubleshooting (restarting app, restarting system, reinstalling app, however the problem persists). There was a solution we posted for a similar problem here (full reinstall + registry purge) that also does not work. The older workaround for this issue (resetting internet explorer) does not work. This problem appears for *any* shared review PDF the user attempts to open (even Shared Review PDFs the user created).

Problem Summary:

When attempting to Check for new Comments on a SharePoint hosted Shared Review the user sees a Script Error message “An error has occurred in the script on this page…” The error message ends with “Do you want to continue running scripts on this page?”. If the user selects yes or no the well known “It’s time to upgrade your browser” window pops up (an artifact of SharePoint/Microsoft). Then the user see the Adobe Acrobat message “Adobe Acrobat cannot connect to the Review Server”, and finally after selecting Keep Trying the user will see the error message Cannot get new comments. Login credentials are expired or invalid” and/or “You do not have access rights to this server”. From this point the user cannot get or publish comments. 

Here are examples of screens you may see when using Adobe Acrobat to open a Shared Review PDF demonstrating the problem.

Any workarounds or suggestions for resolving this issue?

Example: This is Acrobat’s Script Error message that appears shortly after selecting Check for New Comments in the Shared Review PDF hosted on SharePoint. The subsequent screens then appear after clicking yes or no to continue script. Ultimately resulting in Adobe Acrobat error messages saying you have no access rights or login credentials are invalid when attempting to get/publish comments on the Adobe Shared Review PDF hosted on SharePoint. 

[arvindy]

Dear user,

Apologies for the inconvenience caused!

We are looking into the issue at our end. Meanwhile, can you please let us know if you are still facing this issue? If yes, can you please follow the below steps as a workaround ?
-Quit Acrobat app and restart "Acrobat Collaboration Synchronizer" process from task manager

-Launch Acrobat and goto "Add file storage" and click "Add" present bewlo SharePoint Site option

-Provide a name and enter the sharepoint site URL(use the url that you are using for hosting your shared review files.)

-Click Continue and follow the prompts to complete it.

Now try the shared review workflows. Please let us know if this helps.

Regards,

Arvind

[ruckuspubs · Accepted solution]

Hello,

We we're able to use another workaround but I've saved your note if/when the Script Error - Login problem occurs again.

The workaround we used is as follows:

1. Close all Adobe applications (via task manager)
2.  Go into Windows Credential Manager and delete all Adobe Credentials
3.  Go into Edge then Settings > Privacy, Search, and Services then Delete browsing data and clear all data/credentials.
4. Open Adobe and then reopen the Shared Review PDF and attempt to get/publish comments (seems to connect).

We're not 100% sure if all steps above are needed, but after we did them (basically removing what we thought were some corrupt/bad credentials) the script error vanished, and we could once again get and publish comments on our SharePoint hosted shared review PDFs.

[arvindy]

Hi,

Glad to know that you are unblocked! I will inform you if we have further updates on this issue.

Feel free to reach out if you face any other issue.

Regards,

Arvind

[Kris5C36]

This issue has happened to us once or twice within the last year and the solutions mentioned previously have worked. However, it's happening again and nothing works. It seems to flare up when there's a MS Edge update. Anyone else having a reoccurance?

[ruckuspubs]

We've had reoccurances. The only fix was to clear Windows/Adobe credentials as mentioned in the solution above. Not sure whats triggering it as it's on different users machines.