Adobe Acrobat Pro comments not working on weblink

Report · Jun 09, 2023

Hello,

Hoping someone might be able to help.

We have recently started sharing pdfs for review using acrobat pros weblink function. When it works properly the toggle to allow comments turns blue however it's stopped working properly and just stays grey. When I then share the pdf link the commenter can't mark anything up without making a copy of the pdf which means the link no longer works for multiple people marking up the same document. Hopefully it's something straightforward.

Thanks in advance,

Kate

Report · Jun 09, 2023

Hi @Kate304015797ikw

Thanks for highlighting the issue to us.

From the description above, we understand that you are using the Shared for commenting option is greyed out or not functioning.

Please confirm the following details-

1- The file you are working with does it have any security restrictions? Like secured or signed?

2- Please check with a different file to see whether it's a file-specific issue.

3- There are a couple of more ways of sharing documents. Please try the other methods- Like email or generating a link-

4- Update your Acrobat, Acrobat>help>check for an update

To download the patch manually, more information about this release is here: Release Notes | Adobe Acrobat, Reader

Hope this helps!

Thanks,

Akanchha

Report · Jun 12, 2023

Hi Akancha,

I have copied and pasted your advice here and replied below each point.

Please confirm the following details-

1- The file you are working with does it have any security restrictions? Like secured or signed?

No, there are no security restrictions. I have also saved a copy of the file to test this and the "Allow comments" toggle is still not turning blue to indicate is working.

2- Please check with a different file to see whether it's a file-specific issue.

I have the same issue with a different file.

3- There are a couple of more ways of sharing documents. Please try the other methods- Like email or generating a link-

Generating a link is the method I am trying to get to work but can't. I'm not able to use the email share as I need the link to be available to anyone with the link. I don't know all the email addresses that the file will be shared with.
I do notice however there is a little cloud icon appearing next to your link icon here which I do not see on mine. Is there something in the cloud sharing I need to do first before I generate the link?

4- Update your Acrobat, Acrobat>help>check for an update

To download the patch manually, more information about this release is here: Release Notes | Adobe Acrobat, Reader

I have Creative Cloud installed and my acrobat pro software is up to date.

Many thanks,

Kate

Report · Jun 20, 2023

@AkanchhaS I replied in green to your comments but I haven't heard anything back and I haven't had a correct answer or a solution yet. Could you please respond?

Report · Jun 22, 2023

Hi @Kate304015797ikw

Sorry for the delay in acknowledgement.

I did go through your inline responses, thanks for sharing in detail.

Check the following Acrobat preferences and see if there's anything different at your end.

Acrobat>Edit>Preferences>Reviewing

Also, Acrobat>Edit>Preferences>General> check "Show online storage when opening files and saving files">OK

Close and reopen the app to apply changes.

If this doesn't help either, then let us know if its an enterprise setup which is managed by your IT team. Sometimes cloud services is disabled during installation.

Also share the screenshot of your Acrobat complete home screen. We'd like to see if it is Acrobat's New UI or old.

Open Acrobat>help>About Acrobat take a screenshot of its version and share that too.

~Akanchha