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M
Mariam301832487ucj
Participant
May 31, 2023
Question

Comments disappeared after update

  • May 31, 2023
  • 1 reply
  • 1149 views

I had reviewed a file on one version of Adobe Reader and added several comments. I put the file on SharePoint and a colleague of mine tried to see the comments, but they did not show on her computer. I checked the file on my computer and it still had my comments. I decided to update my Adobe Reader, and after I did, my comments disappeared completely! Is there any way I can retrieve them?

This topic has been closed for replies.

1 reply

AkanchhaS8194121
AkanchhaS8194121
Legend
May 31, 2023

Hi @Mariam301832487ucj 

 

Thanks for reaching out.

As per the description given above, it seems that the comments disappeared after installing the latest patch. So, we assume that your colleague has experienced the same due to the latest version of Acrobat Reader.

Ideally, the update should not affect the existing document, its comment, and anything that has been added. We'd recommend a couple of troubleshooting steps to try on-

1- Make sure you are Signed into your Reader with the correct email to access your files saved on cloud storage.

2- If it's a Windows machine, then Open Reader>help>repair installation.

3- Please share the current version of the Reader you are working on. 

4- Check with any other file that has an annotation on it. 

5- You must Sign out and back to your Sharepoint account in Acrobat Reader. 

 

If nothing works, then please share a sample file with us to test it at our end. 

 

Thanks,

Akanchha 

M
Mariam301832487ucjAuthor
Participant
June 1, 2023

Hello,

 

Thanks for getting back to me. Please see my responses below:

 

1. I was not signed in to cloud storage when I added the comments. The file was saved on our company's SharePoint using Windows Explorer. As a work around, I tried to sign to my to personal Adobe account and upload the file to the cloud to see if the comments would show, they still did not. I also tried the file on my personal laptop (which is a Mac), they still did not show.

2. I am on Windows, tried to repair installation, but still no comments showed up

3. The version currently installed is 23.001.20174.0

4. Unfortunately this is the only file I had with annotations on the older version of Reader

5. I was not signed in with my SharePoint account on Adobe Reader at the first place. I also had saved a local version of the file prior to updating Reader. The comments have also disappeared on this version.

 

What kind of file should I share? Unfortunately I only have this file that had the comments before updating, and it's a confidential file owned by the company, so I won't be able to share it. Is there any work around?

M
Mariam301832487ucjAuthor
Participant
June 9, 2023

Thanks for clarifying that. The update should not affect any specific file or comments only. Its a one-odd scenario. Something went wrong when you added a comment and put it on Sharepoint. Either they were not synced or saved correctly.

If the comments are not showing back even after trying the above steps, really sorry to say they are gone and cannot bring back. Also, it's a file-specific issue, as is not the case for all the files uploaded to the Document cloud or any other cloud storage. 

Can you review this file online on Sharepoint directly? Does it show a comment? 

 

There's a recent patch released for Acrobat & Reader 23.003.20201. Please update your application and see if that makes any difference. 

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html 

 

~Akanchha 


Hi, I already had to rewrite the comments, but here is some information that could help you in case this happens in the future:

- The comments showed on my computer from SharePoint before I made the update. At the same time, they did not show with my colleague, who had a newer Reader

- When that happened, I decided to save a local copy to be on the safe side. So I saved the copy on my computer, opened it to make sure the comments are showing (which was the case), then closed the file and made the update.

- When I opened the files again after the update (both the local one and the one on SharePoint), the comments disappeared.

 

Having said that, I really doubt it's a file-specific issue, since I had two copies of it. It's not a SharePoint issue either, because I had a local copy with the same issue.

In any case, you can consider this thread closed now, this is just some information to help.

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