Absent connection between devices

[superels]

From the 30th of June I encountered an unpleasant problem: when I modify a starred file on my tablet and then open Adobe on my PC or on my mobile phone, the changes are saved but the files' order doesn't change according to their opening date - for example, I modified a file today (6/07) but if I open Adobe on another device it shows another date (for example 5/03, the date I saved it in the cloud, even if it's got che changes I made). Besides this, some starred files "disappear" from the home page even if I've already opened and modified them (they do not appear in the "starred" section so that I have to go to the cloud everytime to look for them manually). How can I solve these problems? I've also tried my account disconnection from every device and the app disinstallation but the app is not working still. 

[Tariq Ahmad Dar]

Hi @superels, 

Thanks for reaching out, and sorry for the troubled experience. 

To assist you further, we need to discuss this issue internally with our product teams, and we need the following details.

- Tablet - Make, Model, and OS version. 

- Phone - Make, Model, and OS version. 

- PC - OS version and Acrobat version.  

Please let us know if all the devices are connected to the same network when you test this behavior. Please ensure you are logged in with the same Adobe ID on Adobe apps across devices. 

If you could share a video of the problem, that would be very helpful for discussing this issue and handling it internally. 

~Tariq

[superels]

- Tablet: Samsung Galaxy Tab S6 Lite, Android 14, One UI 6.1
- Phone: POCO X6 Pro 5G, Android 15, OS 2.0.103.0.VNLMIXM
- PC: OS Windows 11 Home (Version: 23H2), Acrobat version 64-bit
25.001.20531
Yes, I'm logged with the same Adobe ID on all devices, which are connected
to the same network.

[superels]

- Tablet: Samsung Galaxy Tab S6 Lite, Android 14, One UI 6.1

- Phone: POCO X6 Pro 5G, Android 15, OS 2.0.103.0.VNLMIXM

-  PC: OS Windows 11 Home (Version: 23H2), Acrobat version 64-bit 25.001.20531

Yes, I'm logged with the same Adobe ID on all devices, which are connected to the same network. 

I cannot upload any photo because I'll have to show my personal documents, but the problem is: the home page doesn't refresh itself, the newly added starred documents don't appear (but I can find them if I look for them manually in Adobe cloud) and if I modify them also they do not appear in the recent ones (but the changes are saved)

[Amal.]

Hi there,

Hope you are doing well and thank you for reaching out and for sharing all the details .

Thanks for clarifying that you're able to find the documents manually, which confirms the data is safely synced to the cloud. It looks like you’re signed in with the same Adobe ID on all your devices, and the changes you make (like starring or editing files) are syncing in the background, but not showing up properly on the Home or Recent tabs. This sounds like a sync or UI refresh issue rather than a problem with the cloud storage itself.

Here are a few things you can try:

1. Sign out and back in: On all devices, try signing out of your Adobe account and then signing back in. This can help reset the sync.

2. Clear cache (Mobile only):

On Android: Go to Device Settings > Apps > Acrobat > Storage > Clear Cache. and reboot the device once.

3. Update the app: Make sure you’re on the latest version of Acrobat on all devices. Check the Play Store/App Store  for mobile and go to Help > Check for Updates on desktop.

4. Check storage & network: Since you’re on the same network, just ensure it’s stable. If using mobile data, try switching to Wi-Fi.

Let us know how it goes.