Unable to view and add new comments on Shared Review with Adobe Acrobat Pro

[janek62400513]

Hi,

I am not able to view and add new comments on Shared Review. The comment icon is visible but comment notes are not visible in the comments section.

Everytime I add a comment (for example a sticky note), the Adobe Acrobat crashes too.

My temporary solution is to open the Shared Review in Adobe Acrobat Reader, but I'd like to ask how to fix the issue in Adobe Acrobat Pro.

[Meenakshi Negi]

Hi Janek,

Sorry to hear that you are experiencing an issue with adding comments on Shared review.

Could you please provide more details about the issue as asked below:

- Please confirm the Adobe Acrobat DC version you are using to add comments on the PDF. Take help of the steps provided here Identify the product and its version for Acrobat and Reader DC

- As you have mentioned above, it works fine in Adobe Acrobat Reader DC application. Please confirm the version number.

- Did you check if the issue occurs only with the PDFs which are shared for review? Also, check if the issue occurs with particular PDFs or with all PDFs on Shared review?

- Would it be possible to share any sample PDF with us? You can share the file in private message using the steps provided here How to share a file using Adobe Document Cloud

To initiate a private message, you can refer to the steps mentioned in the following help document How Do I Send Private Message

We will be waiting for your response.

Regards,

Meenakshi

[arvindy]

Hi janek62400513,

We are not able to reproduce this issue at our end.

Could you please follow the steps below:

-Kill the process “Adobe Collaboration Synchronizer " from Task Manager if already running

-Delete the folder “Synchronizer” located at “C:\Users\<Username>\AppData\LocalLow\Adobe\Acrobat\DC\Acrobat”

If Acrobat still crashes after performing above steps, we need crash dump to look into it further.

Steps to create the crash dump:

1. When Adobe Acrobat  DC crashes , open Windows Task Manager
2. Got To “Processes” tab
3. Right click on the process  "Adobe Acrobat DC" and click "Create dump file"
4. Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).
5. Upload this DMP file on Adobe Document Cloud or any Cloud Storage and share the link of the uploaded DMP with us at arviyada@adobe.com

We will investigate it once you share the info with us.

Regards,

Arvind

[janek62400513]

Hi everyone,

Thanks for your feedback. The issue has been resolved. I do not know what exactly caused the issue but it was resolved when I try to uninstall the  Trend Micro(TM) OfficeScan(TM) Agent.

I just realized that the issue started when our IT team install the Trend Micro(TM) OfficeScan(TM) Agent so I told them to temporarily disable the feature. Now everything is working...

Thanks,

Jane