lost all my comments / highlights / strikethrough (4 days of work) - Document Cloud

Report · Aug 14, 2025

I need help restoring comments (4 days of work) that disappeared in the Acrobat web app.

I added many comments only in the web browser (Acrobat online storage). I made sure it was auto-saved.
In the file list it shows Last modified: Aug 14, 5:18 AM (JST), but the file’s Properties show Last modified: Aug 10 (KST).

Now all of my comments made after August 10 are gone. I didn’t intentionally revert or delete anything.
I tried to look for version history but the file does not show Version History or View Details.

This is the document I NEED to submit early next week and this happens...please can anyone help how I can restore the comments made until yesterday?

Report · Aug 15, 2025

Hi @ch_9909,

Thanks for reaching out.
If you download the file from Acrobat Web and open in Reader or Acrobat, do you see comments? Have you tried different computer and different browsers?

In the meantime, i will try to discuss this internally.

Best regards,
Tariq | Adobe Community Team

Report · Aug 16, 2025

Hi Tariq, thank you for the response. I truly appreciate that you can
investigate and support my situation.
I tried with Chrome and Edge browser and downloaded the file but still
couldn't see the comments.
Really appreciate your kind support and looking forward to hearing back
from you as soon as possible.

Report · Aug 18, 2025

Dear Tariq, this is just to follow up and bring this data loss / mismatch matter to your attention.

I tried with different computers (Windows desktop and Macbook) and still no difference.

It would be much appreciated if you could please check the server-side revision logs for this document and restore the version of Aug 14 5:18AM (JST) that contains the comments.

I have not been able to make any actions after this to avoid any overwriting of the logs but I need to submit this publication very soon.

Much appreciate your kind attention and support. Hope to hear from you at your earliest convenience.

Report · Aug 22, 2025

Hi @ch_9909,

Thank you for sharing these detailed updates, and I really appreciate your patience and trust while we work through this. I completely understand how important this document and the missing comments are for you, especially with your upcoming deadline.

I’ve escalated this matter to our product team for deeper investigation. At this stage, it isn’t clear whether the issue stems from something user-side or on our end, and it may take some time to carefully review the server-side revision logs and identify what happened. I realize this isn’t the immediate resolution you were hoping for, but please know your case is being treated with priority.

We truly value the confidence you’ve placed in us by bringing this to our attention. Your feedback not only helps us investigate this specific incident but also strengthens the product for all users. I’ll continue to monitor the escalation and will update you as soon as I have more concrete information from the team.

Thank you again for your understanding and for trusting us to support you through this situation.

Best regards,
Tariq | Adobe Community Team | Meet Acrobat Studio

Report · Aug 25, 2025

Hi @ch_9909,

We are waiting to hear from you.

The engineering team is looking for the details of the document. I have also sent you an email. Please share those details so we can start triaging this issue at our end.

Thanks, Tariq