Unable to view comments on a shared document

[Shaistak8]

I've shared a PDF file with my colleagues and they've been having issues viewing the comments. When they open the file on their desktop or app, the comments section shows a loading screen.  They have updated Adobe to the latest version, but it has not solved the problem.  They are also unable to view any edits they've made to the shared file.

[creative explorer]

@Shaistak8 I would double check if they have permissions. In the Share settings window, do one of the following:

• To create a public link to the PDF file, choose Anyone on the internet with the link  - Allow Comments
  
  

Also, make sure the this on, Get a Link:

Or if it's by email, Allow Comments is also on:

Also, have a look at your acrobat Preferences:

More Info: https://helpx.adobe.com/acrobat/using/access-control-shareable-links.html

[Shaistak8]

Thank you for your response. Permissions and preferences were set up as you've shown.

The strange part is that my colleague could see it when he updated the app, but then, a day later, it was back to the same problem. We got IT involved, and again, it was so strange that IT was able to see the comments on his laptop. My colleague signed into the IT's laptop, and there weren't any issues. Could it be my colleague's laptop? He is using a Microsoft Surface laptop.  

[AnandSri]

Hello @Shaistak8!

I hope you are doing well, and we apologize for the delayed response and the trouble.

It sounds like your colleague's issue with viewing comments in the shared PDF might be related to specific settings or compatibility issues on his Microsoft Surface laptop. Here are some steps to troubleshoot and resolve this problem:

Update and Repair Acrobat:

• Ensure Acrobat is updated to the latest version, 25.001.2043x. This is an Optional update, available on March 19, 2025. Go to Menu > Help > Check for Updates. Restart the machine after installing the updates.
• Try repairing the installation via Menu > Help > Repair Installation.

Reset Acrobat Preferences:

• Reset Acrobat preferences to default settings. Instructions can be found here. 

Check Touch Mode Settings:

• On the Surface laptop, go to Preferences > General and change Touch Mode from Auto-Detect to Always.

Use Acrobat Cleaner Tool:

• Remove Acrobat using the Acrobat Cleaner Tool, reboot the laptop, and reinstall Acrobat using the direct link.

Test on Different User Profile:

• Create a new test user profile with full admin rights on the Surface laptop and check if the issue persists.

Let us know how it goes.

Thanks,

Anand Sri.