Comment tools broken

[jenniferl20391402]

The comment tools in the recent update are super broken. My whole team is having problems with various commenting tools. One team member is unable to delete comments, one cannot check the checkboxes, and there are various other minor issues. I've reset my preferences and it seemed to temporarily fix my issues, but my coworker reset hers and her issues were not fixed. My problems came back the next day. Please push an update to fix these issues as we use them constantly for our work.

[Amal.]

[Edited Response]

Hi Jenniferl

Hope you are doing well and sorry for the trouble. As described your whole team is experiencing troubles with the comment tool after the recent update of Adobe Acrobat DC.

We would need some more details as below to isolate the issue further:

What is the version of the OS and the Adobe Acrobat DC you are using? To check the version go to Help > About Acrobat

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

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 desscribed in the help page https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

For Windows: Please download the procmon tool here https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  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

Regards

Amal

[arvindy]

Hi Jenniferl,

Apologies for the inconvenience caused!

The concerned team is looking into the issues. We will let you know once we plan to fix these in one of our future release.

We have gone through the screen recording of the issues shared. There is an easy workaround for the following issue:

Popup of "Add note to replace text" does not open by double click >> You need to double click around right end of this Annotation and popup opens always.

 Also, could you please provide more info about the checkbox issue as it is still not reproducible at our end:

• Is the checkbox issue always reproducible or intermittent ?
• Do you face this in a local file or shared review file
• Screen recording of the issue, if it is possible
• Any test file

Regards,

Arvind

[jenniferl20391402]

The checkbox issue comes back frequently (but not everyday). Files I have tested are local. Screen recording below. I cannot share any files due to confidentiality.

 

[arvindy]

Hi Jenniferl,
Thanks for the info!
We are also able to reproduce the issue now and the team is actively looking into it.
Could you please let me know Acrobat version number you are using?

Regards,
Arvind

[jenniferl20391402]

I was on the version that ended in 91 but I updated to 96 this morning. Haven't tested any of the comment features today.

[arvindy]

Hi All,

Adobe Acrobat and Reader official update (21.007.20099) containing the fix for this issue is now available. This update will be automatically pushed to all existing installations of Acrobat and Reader. You may also manually trigger the update early by opening the application and going to Help > Check for Updates.
More information about this release is here: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html 
Please try it out and let us know your feedback!
Thanks for your patience and support!

Regards,
Arvind

[Amal. · Accepted solution]

Hi there

Thanks for your time and patience.

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 .

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

[Amal. · Accepted solution]

Hi there

Thanks for your time and patience.

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 .

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

[Amal. · Accepted solution]

Hi there

Thanks for your time and patience.

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 .

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

[Amal. · Accepted solution]

Hi there

Thanks for your time and patience.

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 .

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