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markretzloff
Participant
August 27, 2020
Question

Error Message "We weren't able to sync your action. Please try again."

  • August 27, 2020
  • 1 reply
  • 2559 views

I get this error message everytime I resolve a comment on a PDF. 

 

"We weren't able to sync your action. Please try again."

 

It's terrible, and annoying and slowing me down. 

 

I uninstalled and reinstalled. Same message. I am connected to the internet. 

 

I'm running the latest version of Acrobat Pro DC on macOS Catalina 10.15.3. 

This topic has been closed for replies.

1 reply

A
Adobe Employee
arvindy
Adobe Employee
August 28, 2020

Hi markretzloff,

Apologies for the inconvenience caused!

We are looking into the issue. This issue occurs only when we try to resolve someone else’s comment which has a mention in the main comment body.

 

Regards,

Arvind

 

E
eleighb
Known Participant
September 14, 2020

I get this same error message when resolving a comment someone else has left, however it's inconsistent when it happens. The same person can leave another comment and I can resolve it with no error. It doesn't seem to follow a pattern of what kind of comment they left (strikethrough text, comment box, highlight, etc.). It happens with many different documents with different commenters.

 

Mac Mojave, 10.14.6 | Acrobat Pro verson 2020.012.20043

 

However, I have not seen this error happen when I'm working on a client's PC (Surface Pro) using their computer and their Adobe software.

A
Adobe Employee
arvindy
Adobe Employee
September 19, 2020

Hi Arvind,

Uhoh. It happened for me just now. 😞

This was for a completely new comment, not associated or linked to any other comments. Here's a screenshot:

 


Hi eleighb,
Apologies for the inconvenience caused!
We checked this and found that now error occurs in one scenario only: when someone mentions a reviewer from a Web browser and when the reviewer tries to resolve the comment from Acrobat desktop, error occurs.
The comment you have shown also seems to have synced from web and which also has a mention in the main thread. The error does not depend on whether the comment has reply or not. Now we are able to reproduce the issue in this scenario only. We are working on this, will update you on this.
Please let me know if you get the error in other cases as well.

Regards,
Arvind

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