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Up arrow not working in Preview Window

New Here ,
Sep 03, 2023 Sep 03, 2023

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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

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New Here ,
Sep 07, 2023 Sep 07, 2023

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Following,

 

I am having the same issue!

 

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Community Beginner ,
Sep 08, 2023 Sep 08, 2023

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

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Adobe Employee ,
Sep 08, 2023 Sep 08, 2023

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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

 

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Community Beginner ,
Sep 19, 2023 Sep 19, 2023

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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

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Adobe Employee ,
Sep 19, 2023 Sep 19, 2023

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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

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New Here ,
Sep 19, 2023 Sep 19, 2023

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It is only with PDF documents.

Atleast for me it is.

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Community Beginner ,
Sep 20, 2023 Sep 20, 2023

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Community Beginner ,
Sep 20, 2023 Sep 20, 2023

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Hi Amal,

 

Yes, it is only PDFs.

 

Please see link below.

 

File: AdobeLogs_20230920_073130_023-win-GS.zxp

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Adobe Employee ,
Sep 20, 2023 Sep 20, 2023

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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

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Community Beginner ,
Sep 21, 2023 Sep 21, 2023

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Yes recent version installed - see attached snippet. 

 

I am using Windows 11 Pro OS.

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Explorer ,
Sep 21, 2023 Sep 21, 2023

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

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Community Beginner ,
Sep 21, 2023 Sep 21, 2023

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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?

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Explorer ,
Sep 21, 2023 Sep 21, 2023

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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. 😛

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Community Beginner ,
Sep 21, 2023 Sep 21, 2023

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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!

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Adobe Employee ,
Sep 22, 2023 Sep 22, 2023

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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

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New Here ,
Oct 10, 2023 Oct 10, 2023

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ANY UPDATE ON THAT PAGE UP BUTTON?  

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Adobe Employee ,
Oct 13, 2023 Oct 13, 2023

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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

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New Here ,
Oct 31, 2023 Oct 31, 2023

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Looking for the Downvote button....

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Adobe Employee ,
Nov 03, 2023 Nov 03, 2023

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Hi there,

 

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

Thank you for your patience.

 

Regards,

Amal

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New Here ,
Dec 07, 2023 Dec 07, 2023

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

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Adobe Employee ,
Dec 08, 2023 Dec 08, 2023

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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

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New Here ,
Dec 20, 2023 Dec 20, 2023

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3 months and still not fixed?  Not cool.

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New Here ,
Nov 22, 2023 Nov 22, 2023

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I'm having the same issue.

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Community Beginner ,
Dec 20, 2023 Dec 20, 2023

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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!

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