Up arrow not working in Preview Window

[Jules32055079d04j]

Hey there. I am running Windows 11. When I am using preview mode in my File Explorer view and trying to preview a multipage PDF document, the down arrow in the bottom left corner of the Preview Window works just fine, but the Up Arrow does not.

It does not allow me to go backwards through my Preview View (it used to work!!!)

This is really frustrating as I have to keep selecting a different file, then come back to the PDF I am trying to view to pages that I had already scrolled past.

I have attached a picture. You will notice I am on page 3 of a 6 page document and only the Down Arrow is selectable.

Any assistance would be really appreciated.

Cheers

Jules

[Emily32138510fejk]

Following,

I am having the same issue!

[James2979937001ng]

I'm having the exact same problem!!! So frustrating!

[Amal.]

Hi @Jules32055079d04j

Hope you are doing well.

This seems to be a Microsoft issue, as the 'Preview mode in file explorer' is the Microsoft feature. Please try to contact the MS support team and see if that works.

Regards

Amal

[James2979937001ng]

Hi Amal,

I have gone to Micrcosoft and they have performed multiple tests on my computer and they assure me this is a "Adobe" issue. Could you please look into it further?

Please find attached transcript between our I.T support and Microsoft. 

Thanks

James

[Amal.]

Hi @James2979937001ng 

Thanks for sharing the information.

Is this an issue only with the PDF documents you are trying to view in the preview window or other documents/files, too?

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[Emily32138510fejk]

It is only with PDF documents.

Atleast for me it is.

[James2979937001ng]

https://we.tl/t-FefYrLp06L

[James2979937001ng]

Hi Amal,

Yes, it is only PDFs.

Please see link below.

File: AdobeLogs_20230920_073130_023-win-GS.zxp

[Amal.]

Hi @James2979937001ng 

Thanks for sharing the logs, please also confirm the version of the Adobe Acrobat and the OS you are using?

To check the version go to Help > About Acrobat and make sure you have the recent version 23.06.20320 installed. Go to Help > Check for updates and reboot the computer once.

~Amal

[James2979937001ng]

Yes recent version installed - see attached snippet. 

I am using Windows 11 Pro OS.

[BriGuyOSC]

Found this topic via Google search because I am having the same exact problem. So annoying!

[James2979937001ng]

The awareness of the problem seems to be growing!!!

Can Adobe sort it out? We are paying ye enough!! Maybe I will ask for a refund?

[BriGuyOSC]

One thing I just discovered:

If you right-click on the arrows in the Preview Pane, it opens a contextual menu with "First Page, Previous Page, Next Page, Last Page," plus some rotation options. For whatever reason, THOSE work correctly. But, for whatever reason, the up arrow is grayed out. Like someone forgot to code in the onmouseover or onmouseclick for that button. 😛

[James2979937001ng]

I noticed that too a while back - Adobe need to sort out ASAP - have been stuck with this issue for several months at this stage!

[Amal.]

Hi there,

We have shared this issue with our engineering team for review. We will share the update as soon as we get any input.

Thanks for your time and patience

~Amal

[Denny Hermanson]

ANY UPDATE ON THAT PAGE UP BUTTON?  

[Amal.]

Hi there

The engineering team is aware of this issue and actively working on it. We will share the update as soon as we get any info.

Thanks for your time and patience.

~Amal

[Leslie25713251qaye]

Looking for the Downvote button....

[Amal.]

Hi there,

Our engineering team is addressing the issue. The fix will be available in future updates.

Thank you for your patience.

Regards,

Amal

[Reuben303602877df7]

Any news on this? It was not fixed in the latest update.

[Amal.]

Hi there

The issue is still under review and our engineers are working on it.

We will share te update as soon as we get any information.

Thanks for your time and patience so far

~Amal

[Lynn34391873xvq6]

3 months and still not fixed?  Not cool.

[MDennison]

I'm having the same issue.

[Alban33804253xuzp]

Hi Jules,

I understand your frustration with the issue in the File Explorer preview mode on Windows 11. It's definitely inconvenient not being able to navigate backward through multipage PDFs using the Up Arrow. Have you considered checking for any recent updates or reaching out to Microsoft support for assistance? They might provide insights or a solution to help address this problem. Hang in there, and I hope you find a resolution soon!