Shared Comments won't load in Desktop Acrobat

[softwarec26830250]

Hi Everyone, when opening a cloud document in the desktop app to edit the document, shared comments won't load. I've attached a screenshot. We've already tried upgrades from Windows 10 > Windows 11, driver updates, and the following suggestion found on the forum:

In Acrobat, Click Edit > Preferences > General > Uncheck 'Show online storage when opening the file' > click OK
Close and reopen Acrobat

Any other suggestions? We have this happening to 2 users. One it is a new issue within the last day, and the other has had the issue going on 2 months.

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[Meenakshi Negi]

Hi softwarec26830250,

Thank you for reaching out.

Please try the following troubleshooting steps:

- Ensure that the internet is not intermittent. The issue might occur when the internet connection is not stable.

- Please check if the Adobe Cloud storage is not full. It may prevent proper syncing of comments.

- Check the file size.

- Try clearing the cache for Acrobat

1. Close Acrobat.
2. Navigate to: C:\Users\<YourUsername>\AppData\Local\Adobe\Acrobat\DC
3. Delete the Cache folder.
4. Restart Acrobat and try again.

If the issue still occurs, please check if this happens with other files. Also, share the Acrobat and OS version numbers on your machine.

Feel free to let us know if you need any help.

Thanks,

Meenakshi

[softwarec26830250]

Tried all the above and the same issue. Although, I noticed when I cleared the cache, and restarted Acrobat, the cache folder never reappeared. So I'm not sure it's using that folder for caching at all...

[randall_2768]

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