Comments in Adobe Reader show up as black boxes

Report · Feb 18, 2019

Hello,

I am having an issue with one of my users where whenever they are on the newest version of Adobe Reader all of the comments that are listed here show up just as black boxes. When i roll her back to version 18 of the reader everything works fine. However Adobe automatically updates itself and the loop starts all over again. I cannot turn of updates to fix the issue even when i disable the service for it and make a registry change for it. For whatever reason this issue only occurs on the newest version of Adobe which i have tried updating to the most current version of Adobe and i cannot find a way to disable updates. I would much rather be able to fix the issue and have her be on the newest version of Adobe with out these issues with the comments.

Please advise,

-Alex

Report · Feb 18, 2019

Hello Alexh,

We're sorry for the trouble you had, what is the version of Adobe Reader installed? To identify, please refer to Identify the product and its version for Acrobat and Reader DC

What is the verison of the operating system installed?

Are you/users are experiencing this with all the PDF files or with one specific PDF file?

Is it possible to share some sample PDF files in which you are experiencing this issue with us so that we can try to replicate the issue at our end? Share the file by direct/private message only How Do I Send Private Message

Thanks,

Anand Sri.

Report · Feb 18, 2019

Anand,

I have tried many version of Adobe after the version 19. Including the newest version right off your website which is the current one that i have tried. She was on Windows 7 but i tried updating her to the most up to date version of windows 10 and still had the same problem. That being said i have currently tried it with the most up to date version of Windows 10 and the most up to date version of Adobe reader with no different outcome. As for a sample PDF i could get you one, however i have tried it on my own computer and it works fine, as well as other people of the company who use these files. It makes me believe there is something wrong with her personal machine/setting in Adobe since it is every single PDF she uses and tries to make/view a comment on a PDF.

Please advise,

-Alex

Report · Feb 18, 2019

Thank you, Alex, for sharing additional details, Try creating a test user profile with full admin rights and check.

I tried reproducing it to my end, and I am able to see the comments in the comment pop-up. See the screenshot:

See my Commenting preferences:

Please share a sample PDF file in which the user is getting the blank box so that I can try to reproduce it at my end.

Thanks,

Anand Sri.

Report · Feb 18, 2019

Anand,

I checked the commenting preference to match yours and no change from what i was getting.

This time i forced an update to Adobe Reader and i received this error when viewing comments which has happened before.

As soon as i roll back to version 18 i have zero issues at all.

As i said before every single one of her PDF's experience this error when she views/creates comments, but I will PM you the one that i tested with that gave her that error listed and would not let me see the comments. Every single PDF gives her this issues with comments but as soon as i put them on my computer they work fine. I have tried running repairs and running updates already.

Thank you,

-Alex

Report · Feb 18, 2019

I am also getting this error message now.

I also checked Event Viewer, however it didnt show that that was the incorrect plug in instead its said that this was the one throwing errors.

Is this corrupt or something? i cant find a new download for it or anything and running updates obviously doesn't repair it.

Report · Feb 18, 2019

Hi Alex,

Are you getting this error message while updating the Adobe Reader application or while viewing the comments in the PDF file?

Please check the exact dot version of Adobe Reader installed on the machine? To identify, take help from Identify the product and its version for Acrobat and Reader DC

If it is not the latest version 19.010.20091, then install the latest patch from help>check for updates, or install it manually from DC Release Notes — Release Notes for Acrobat DC Products

Please share a sample file by direct message for further investigation by direct message How Do I Send Private Message

Thanks,

Anand Sri.

Report · Feb 18, 2019

I am receiving this error when attempting to view the comments.

I checked the Version and it is indeed the version you have listed.

Also i sent you a link to the file that i tested with.

Thank you,

Report · Feb 20, 2019

This has been an issue going on for over a month now, which is resulting in me having to roll back her software to 18 almost every day since updates cannot be turned off. Are you going to suggest something besides updating Adobe and sending you a file that will obviously not recreate the error on your end, because that was clearly the first thing that i decided to try. There is something wrong with her machine/software loaded on it.

Report · Mar 18, 2020

I am having the same issue. It just started over the weekend. Doesn't seem like anyone knows the answer. 😡😡😡