Adobe Acrobat - markup disappearing when resolved

[smithjenny]

I have updated to current version, I have restarted. I can see the Comments on the right hand frame, but when I click "RESOLVE" - the mark up icon on the actual text layout page turns black and then disappears when I go to the next comment. Any markup - drawn line, strike thru, highlight, comment icon - DISAPPEARS from the document layout page making users and reviewers think that their comment was not saved.
PREVIOUSLY - NOTHING DISAPPEARED FROM THE LAYOUT - THE MARKUPS WERE REMAINED SO THAT MULTIPLE USERS WOULD SEE THAT SOMEONE HAD ALREADY MADE THE MARKUP.
Is anyone else having this problem? It seems to have started with the "new and improved!?!?" navigation?

[creative explorer]

@smithjenny are you able to take screenshots of what's happening? Just for visual purposes, because I have no issues with Acrobat. Which version are you using? 

[smithjenny]

It was Acrobat 2025 - which I uninstalled and went back to Acrobat 2024. Seems like there is a lot of objection to the 2025 changes to interface - so there is an option under "View > Disable New Acrobat".
Here is screenshot of the problem I was seeing with disappearing mark-up when clicking "resolve".

[AnandSri · Accepted solution]

Hello,

I hope you're doing well, and we apologize for the delayed response and the trouble.

Please ensure you have the latest version of Acrobat installed on the machine: 24.005.20xxx Optional update, Jan 30, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check.
For more information, see this: https://adobe.ly/4jJ9jBn.

Try resetting the app preferences once and restart the app and the machine. 

If the issue persists, please share the affected PDF file, and collect the logs from the machine, and share it with us in this thread for further investigation.

Thanks,

Anand Sri.

[rebekahWN]

Yes!! And thank you for posting this. I was having the same problem—people commenting on the same thing because they couldn't see that it had already been resolved. If the newest, default version has this "problem," I don't see how updating and resetting would fix this. I'm tempted to try to go back to an older version as well.

[AnandSri]

Hello @rebekahWN

I hope you are doing well. Thanks for sharing the details. I am sorry that you are still experiencing the issue.

Could you please share the current version of the operating system installed, the current version of Adobe Acrobat, a sample PDF file, a quick screen recording of the issue, and the logs from the affected machine for further investigation? To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us.

Thanks for your time and cooperation.

Anand Sri | Acrobat Community Team
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