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keving87792362
keving87792362
Participant
September 8, 2021
Answered

Could not get new comments. Login credentials are expired or invalid; please re-enter your sign-in f

  • September 8, 2021
  • 2 replies
  • 9823 views

I have several shared reviews out and was able to see comments on all of them a week ago.  Tried looking at comments today and not able to see any of them.  I get this message for all of them.  Could not get new comments. Login credentials are expired or invalid; please re-enter your sign-in for access.

 

Whenever I open up the _review file it opens a window to my SharePoint site for the AcrobatSharedReviews folder.  It never did this previously.

 

I am using Acrobat Pro 2020 on Windows 10.

 

What does this message mean and how do I re-enter my sign-in?  I tried signing out of my Acrobat account and signing back in but that didn't resolve the issue.

 

Thanks for your help.  -Kevin

    This topic has been closed for replies.
    Correct answer Amal.

    Hi there

     

    We are sorry for the delay in response. 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-default/td-p/4792082 and see if that works.

     

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

     

    Regards

    Amal

    2 replies

    R
    ruckuspubs
    Inspiring
    February 24, 2023

    There was another fix for this issue posted here that worked (have to reset internet options/preference in Adobe):

     

    Found a fix here:
    https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-cannot-connect-to-the-review-server-13-107-136-9/td-p/12039117

    In Adobe:
    (1) Clear remembered account information...

    Adobe Acrobat Pro DC > Preferences > Security > Adobe Experience Manager Document Security > Clear remembered account information...

    (2) Reset Internet Explorer Settings

    Adobe Acrobat Pro DC > Preferences > Internet > Internet Settings...

    Internet Properties > Advanced > Reset Internet Explorer settings > Reset... > Reset

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    September 8, 2021

    Hi Kevin

     

    Hope you are doing well and sorry for the trouble. As described you are unable to get new comments and getting the error Could not get new comments. Login credentials are expired or invalid; please re-enter your sign-in

     

    Acrobat Desktop refreshes the comments automatically after few seconds (~15-30 or less) if review document is opened.

    And the manual refresh- Acrobat Desktop will sync the comments on switching to Home View or document in another tab or context board

     

    Please try to update the application to the latest version from the help menu > Check for Updates and reboot the computer. Also try to repair the installation from the help menu and see if that works.

     

    Also try the steps below and see if that helps:

    -Launch Acrobat app

    -Open Preferences (Use ctrl+k on Windows)

    -Select "Reviewing" from left pane

    -Uncheck the option "Share for review using the Adobe Document Cloud"

    -Click "OK" to save and close the Preferences dialog

     

     

     

     

     

     

     

     

     

     

    You may also check the similar discussion with the correct answer https://community.adobe.com/t5/acrobat-discussions/unable-to-get-new-comments-on-shared-review-with-sharepoint-online/td-p/10112422/page/2

     

    Regards

    Amal

     

    T
    tinal12157682
    Participant
    September 10, 2021

    Hi Amal,

     

    We are also experiencing this issue. We do reviews via shared commenting on our SharePoint site. Reviewers using Adobe Acrobat Reader DC 2021.005.20060 are experiencing the following error when they click Check for new comments:

     

    First a SharePoint dialog appears that never appeared before. If this dialog is closed the message " Could not get new comments. Login credentials are expired or invalid; please re-enter your sign-in for access." appears.

    mikeh9750279
    mikeh9750279
    Participant
    November 19, 2021

    Hi there

     

    We are sorry for the delay in response. 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-default/td-p/4792082 and see if that works.

     

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

     

    Regards

    Amal


    Amal,

    Any other suggestions? None of these are working for me. I recently updated Windows to 10.0.19042 Build 19042. Everything was working fine with the reviews I sent out. I could see comments. Then, a few days ago I had to change my network (NT) password. Since then, I can create new reviews, but cannot see comments provided by others. When I open the review file, I see a SharePoint window. Click to close that and then get the message "Could not get new comments. Login credentials are expired or invalid; please re-enter your sign-in for access." I'm running Acrobat Pro DC, version 2021.007.20099. I have a ton of review files out and can't access any comments, so am desperate for a solution!

    Thanks!

    Mike

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