/t5/acrobat-discussions/no-preview-on-ruler-guides/td-p/12432799Oct 05, 2021
Oct 05, 2021
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Is anyone else having a problem lately with the ruler guides not showing when you drag a guide from the ruler until you let it go? SO not cool. I REALLY need this to work! Tried uninstalling, reinstalling, using acroclean, signing out, signing in, rebooting. HELP!
Sorry to keep you all waiting. This issue was addressed with the Dec release of Acrobat Application. Please make sure you have the application updated to the latest version, 24.05.2039X, from the help page > Check for updates and reboot the computer once.
/t5/acrobat-discussions/no-preview-on-ruler-guides/m-p/12433030#M332282Oct 05, 2021
Oct 05, 2021
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Hi Gregk
Hope you are doing well and sorry for the trouble. As described, the ruler guides not showing when you drag a guide from the ruler.
I have tried to reproduce the issue on my end and its working fine. Would you mind sharing the video recording of the steps you are doing for a better understanding?
What is the version of the Adobe Acrobat DC and the OS you are using? To check the version, go to Help > About Acrobat and make sure you have the latest version 21.07.20095 (Win) , 21.07.20096 (Mac) installed. Go to Help > Check for Updates and reboot the computer once.
Are you on Mac or Windows machine and what is the version of the OS? Please try to repair the installation (Win Only) from the help menu and reboot the machine once and see if that works.
I concur with Gregk. We have multiple staff complaining that rule guides have stopped showing when they are first dragged from the horizontal or vertical rulers. However, If they pick up a guide on the page it does show when moving.
We run a Mac environment with OS' ranging from Mojave to Big Sur and all of our Acrobat installs are running version 2021.007.20099.
I have tested by removing Acrobat preferences and the issue is still happening.
I have also rolled Acrobat back on one Mac to version 2021.001.20155 and this has fixed the issue.
I believe this is a bug introduced in the recent update.
Thanks
Rayn
I will attempt a clean install on a test Mac later this evening
We are sorry to hear that. Would you mind sharing the video recording of the steps you are doing that leads to the issue so that we can try to reproduce and check it at our end.
Hope you are doing well and sorry to keep you waiting. We are now unable to access the logs that you have shared. Would you mind sharing/uploading the logs of the affected machine again so that we can the issue isolated for the fix.
Here's a screen recording. Notice the guide does NOT show in the ruler like it used to. Also the guide does not show when dragging from the ruler to the document until you drop it.
How long does that normall take? In the meantime, we have to apply workarounds or roll back the version of Acrobat to make the guides work. I guess I don't really understand why it takes so long to "work on it" when this was not an issue in previous versions of Acrobat, with the exception of 2017.
Me too! I was just popping back in to see if there were any answers to this and I see Adobe just continues to run in circles and never answer the question or just bypass it altogether. Not sure why it's just a painstaking job to address an issue like this, when it seems to be a bug that has shown up with the recent update. If I roll back to a previous version, it works fine. I'd like to reply to Amal but unfortunately, the reply button is grayed out. So frustrating! I see if I drag a guide out from the ruler and then drop it, it THEN shows up and I can drag it around from there, but still have the issue of the guide not showing IN the ruler as it used to. You have to either turn on the cursor coordinates tool or adjust the window all the way in so the document is against the ruler to see the measurement where the guide is. Shouldn't have to jump through this many hoops to simply view the measurement IN the ruler! Hope to hear a response on this soon.
The new version of Acrobat 22.3.20310 is now available, addressing the fix. Please update the application from the help menu > Check for updates and reboot the computer once.
This is awesome! HOWEVER, the guides still don't show IN the ruler. If you take a look at previous versions and drag the guide out from the ruler, you'll see how the guide extends INTO the ruler so that you can see the exact positioning of the guide. Without that, you are required to zoom in so that the edge of the document is either on or overlapping the ruler to see where your guide is. (I had mentioned this issue along with the one that actually got fixed over a year ago) Please see attached video showing if the document is not zoomed in so that it's against the ruler, you have no way of knowing where your guide is! Note this problem as I'm dragging a guide from the top ruler to let's say 9". Unless I'm zoomed in with the document up against the ruler, I have NO CLUE where the guide is, only an estimation. While this isn't crucial, it's VERY annoying and an added step to have to zoom in far enough to see the guide up against the ruler instead of extending across the entire workspace INTO the ruler itself. I know I'm repeating myself here but I just want to be very clear on describing the problem.
Hoping it doesn't take another year to fix THAT bug. 😞
Thank you for the update on ONE of the issues, anyway!
Please make sure you have the recent version 22.3.20310 installed and try to repair the installation from the help menu (Win Only) and see if that works.
You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.
Just making sure you understand this is not a NEW issue since applying the update. This was already a problem alongside the other problem that was addressed with the update. I'm not finding the WebCapture file... I just updated my Mac to Ventura 13.1 a couple of weeks ago. (the problem existed over a year ago, though). I also do not see an Acrobat folder in the preferences folder. My profile on this Mac is admin function.
Just checking to see if you received this reply I sent you on Jan 12. Still having the problem, and many others are experiencing the same thing. This is not an isolated issue.
Have you tried removing and reinstalling the application as suggested earlier also, test the application in the new user profile or the root account with full admin rights?
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