Problems with making comments in Adobe Acrobat Pro DC

Report · Sep 20, 2021

Hi there,

I don't know if anyone can help me or has experienced the same issue, but I have used the Comments function in Adobe for years. I work for a book publisher and when proofreading a document, for example, if I ever wanted to delete a highlighted word I could just highlight the word and press the 'delete' button on the keyboard and it would put a strikethrough on the word, rather than me having to press the strikethrough button on the toolbar. Similarly, if I wanted to add a word I could just click on the PDF where I wanted the word to go and begin typing and Adobe would automatically open up a note to replace the text.

When I first open the PDF everything works as normal, but after the first note things stop working, so the only way to get around this is to press the relevant toolbar option at the top, which is a pain. Sometimes the comments work but take absolutely ages to appear. I've attached a video where I am typing a correction, but it takes a good 10 seconds for anything to appear as a comment.

Anyone have any ideas?

The verison of Adobe I'm on is 2021.007.20091.

Cheers,

Matt

Report · Oct 12, 2021

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

View solution in original post

Report · Feb 28, 2022

Hi there

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the OS you are using? Also please check for any missing/pending updates for the OS and try updating it and check.

Also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works

You may also try to create a new test user profile with full admin rights or enable the root account on MAC and try using the application there and check.

Regards

Amal

View solution in original post

Report · Sep 30, 2021

Note to everyone: I checked for an update, and there was one (2021.007.20096). I downloaded it, and the editing worked for about 30 seconds, then it stopped working again. Basically, what happened every time I reinstalled before this patch.

So don't get your hopes up with the new patch when you see it.

Report · Oct 01, 2021

Just chiming in to say my two colleagues and I are all having the same issue. After opening a document we can make 4-5 edits with the keyboard before it stops working and we have to use the buttons. Considering we proof read documents that are hundreds of pages this is critically impacting our work flow and schedule. Looking forward to an update.

PS: I use Acrobat Pro DC 2021.007.20096 on a Mac Mini (M1, 2020), running BigSur 11.5.2.

My colleagues use Reader on older Macs.

Best,

Ruben

Report · Oct 01, 2021

I just had the awful experience of doing an online training session on how to mark up a PDF effectively. I've delivered this training many times, but of course, this time, half of the things I was showing them (how to delete, replace and insert text just using your keyboard) worked! I looked like an absolute idiot. I'm trying to install the old version now using these instructions, and not having much luck. I have to deliver the training again on Monday. This is ridiculously frustrating.

Report · Oct 03, 2021

I wasn't able to rollback using the instructions but I did manage to reinstall an earlier version of Acrobat using Time Machine, which was much easier and seems to be working fine. I'm sticking on that until I see this has been fixed. Soon, I hope.

Report · Oct 08, 2021

I was on holiday and came back to this nightmare yesterday! I've had Adobe support try to help me by deleting files that others mentioned, but again: three edits and it went back to malfunctioning. I wasn't able to rollback my version, either. Fingers crossed they work on this quickly. I'm also way down on productivity not to mention the hours lost to trying to fix this issue. I'll be hounding them until they find a patch. I hope everyone else will too!

Report · Oct 08, 2021

And might I add: I can't even use arrow keys to navigate around the text, making it super hard to copy and correctly place the tools. Such fun!

Report · Oct 12, 2021

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

Report · Oct 14, 2021

Tremendous!

Best,

Ruben

Report · Oct 14, 2021

Thank you @Amal. It's great to be able to work smoothly again! Well done to the team.

Report · Nov 04, 2021

Amal??? I've been privately messaging you about some image issues I'm still having that started the same time as the commenting issues with no response after multiple messages!! The commenting issues were fixed but not the image issues. And now I'm having problems copy/pasting into comments that it doesn't want to keep my French accents. Can you please respond or direct me to someone else!

Report · Nov 08, 2021

Hi there, sorry to keep you waiting.

I have shared more info with you in private message.Please check.

Regards

Amal

Report · Feb 25, 2022

Hi, It's the end of February 2022. My Creative Cloud accounts notes that my Acrobat DC is "up to date". Only the insert text and comment bubble work in the Commenting suite. Is this still an issue for other folks?

Report · Feb 28, 2022

Hi there

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the OS you are using? Also please check for any missing/pending updates for the OS and try updating it and check.

Also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works

You may also try to create a new test user profile with full admin rights or enable the root account on MAC and try using the application there and check.

Regards

Amal

Report · Mar 01, 2022

I'm running a Surface Book II PC with Windows 10 Pro 21H2. It seems to be updated weekly.

Ah, the replace the preference folder worked. Wow, a 25 year old fix that I used to need to do for CorelDraw; except now the folders are hidden. Thanks for the solution. I appreciated the link to the clear instructions.

Your help has removed a source of worry about the workflow process I've been using with my remote editing team. I will bookmark the solution for future reference.

Thank you, Amal.

Have a lovely day.

Report · Mar 02, 2022

Hi Amal,

I thought that I would provide an update. The folder name is now called UserPrefs. It needs to be reset if I need to view a MailChimp message in the Chrome browser. I accidently hit the "view this message in the browser" link when I was testing the tools and they stopped working in the file not in the browser. The file resides on a Sharepoint site and was being viewed through a sync'd File Explore folder.

Cordially yours.

Deb