Acrobat Reader Pro deleted all of my comments (Could not be saved...)

[kutayc4274320]

As the title says I have encountered this "Could not be saved..." error on my tablet. My work of 2 hours has gone. I have nothing to say. I am here to leave a complaint about Adobe products. Comments are hilariously challenging to create. You cannot copy and paste hand-written comments, some of them abruptly end up on the previous or next page, and you cannot even relocate them to another page, so you have to recreate them all over again. Adobe Acrobat is still dumb. All of my work has disappeared. For the ones who are reading this, reconsider your purchase of Adobe products. I hope this helps with your decisions. Adobe Acrobat Pro IS NOT EVEN ABOVE AVERAGE for your study notes. There is nothing that can be done and I am furious. I will try other alternatives. I always trusted Adobe up until now. You let me down with your product.

[S. S]

Hello,

I hope you are doing well. I am sorry for your experience with Acrobat Reader Mobile.

Is the issue you refer to specific to a document file or with all the files? It could be that the file you were editing has restrictions to editing, due to which the editing was not saved.

Also, you might want to check the file access permissions on your tablet for Acrobat Reader Mobile.

Please refer to the link for details: Work with PDFs — Acrobat for Android Help (adobe.com)

I hope this answers your question.

Thanks,

Souvik.

[kutayc4274320]

Unfortunately with any PDF. I gave Acrobat another chance after this accident. Then today it happened again. But this time I have lost 250 pages worth of presentation notes. This is not fair. I cannot describe how upset and disappointed I am. Although I was using the cloud, it does not recover my PDF now. I am both furious and very sad. I don't know how to describe my feelings. My effort of tens of hours is gone with a single error message. What's the use of the cloud/star function if it does not simultaneously upload my work to the cloud? I am deleting Adobe Acrobat and ending my subscription as of now.  

[S. S]

Hi, Sorry for the experience. 

This issue is highlighted to the team, and a bug is logged. We will try to get this in the next update.

In the meantime, can you try the below steps:

1. Log out from Acrobat Reader Mobile;

2. Restart the device;

3. Log back in with the same credentials and check if the comments are there or not.

Thanks,

Souvik.

[zero plus]

Souvik,

I am having the same issue, has this been resolved yet?

thanks,

josh 

[S. S]

Hi @zero plus,

Would you mind checking if any update is available for the application on your respective store?

Also, I suggest checking if the file you are adding your comments to is saved on your local storage or any Cloud storage.

Files saved on Cloud Storage may have some editing restrictions on the direct file, and Acrobat has to create a copy of them in the internal storage to save the markups you do.

So, the next time you open the file that is saved on the Cloud storage, there is a high probability that you will not be able to see the comments on the original file as they will be saved on a copy.

Hope this helps.

-Souvik.

[zero plus]

Souvik,

A couple of things

1. the file when closed does not update to dropbox
2. When I try saving a copy I get the message "saving a copy, we'll let
you know when it's complete" it never finishes
3. later in the list of recent files in acrobat it will say
"pending".......

thanks,
josh
zeroplus <> 206 . 323 . 4009

[S. S]

Hi @zero plus, 

Thank you for the heads up. 

Another question: When saving a copy, what location are you using to save the file? Is it Google Drive, your internal storage, or Adobe Cloud Storage? 

Try using the internal storage once and then move it to any cloud device.

Let us know how it goes.

-Souvik.

[zero plus]

Souvik,

There is no option to "save" the file per se. There is a save a copy option
but as I mentioned before it would only give me the message "saving a copy,
we'll let
you know when it's complete". You can back out of the file which it seems
saves it locally on dropbox but not globally. If I try to open the file
anywhere else it does not have comments on it.

For the life of me I couldn't figure out how to get a copy off of the
machine.

thanks,
josh
zeroplus <> 206 . 323 . 4009

[BLCNYY]

Hi, i had the same issue many many times. I had the same issue also just now, ı was doing my homework and when i'm about to finish the homework, the error message appeared and BOOM! My hours of effort is gone. I'm updating the app now, i hope it won't happen again, and if happens again, i'll try other alternatives.

If needed, the device i use is Samsung Galaxy Tab S8

[S. S]

Hi @BLCNYY,

Sorry for the trouble. Would you mind sharing the source of the file. Is the file stored on an external Cloud Storage or in the phone's internal storage drive?

If on external storage, I suggest you move the file once to internal storage and then try again.

-Souvik.

[BLCNYY]

It's in the internal storage. I just updated the app to its latest version. I'll see if it'll happen again or not ...

[S. S]

@BLCNYY, Sure. Please keep us posted on how it works so we can investigate further.

-Souvik.

[BLCNYY]

Ok, i'll reply to this post if it happens 👍

[BLCNYY]

Yes, it happened again.

If needed:

Date & Time: November, 3, 2022. 3:50 PM GMT.

Device Name & Model: Samsung Galaxy Tab S8. SM-X700

Adobe Acrobat Reader App Version: 22.9.1.24121

[S. S]

Hi @BLCNYY,

Sorry for the experience and thank you for sharing the updates.

Would you mind letting me know the location of the document (whether the document is saved on your local storage or Google Drive, DropBox or Adobe Cloud Storage)?

This would help us investigate the issue better.

-Souvik.

[BLCNYY]

It's on local storage

[S. S]

Hi @BLCNYY,

Thank you for sharing the information. I will get in touch with the team and get back to you with updates at the earliest.

Also, it would be helpful if you could share the file with us that gave you the error message for better investigation.

-Souvik.

[DavidGun]

and here we are 1 year later and nothing fixed.   Just lost 4 hours of work.  This does of course make the app useless.

[S. S]

Hi @DavidGun,

Hope you are doing well. Sorry for the experience!

Would you mind letting us know the location of the file? Was it saved in the local storage or on any cloud?

Also, when you were done with the commenting, did you see any error messages? Please check the recent file list on Acrobat and try opening the file from there and let me know if the comments are available or not.

-Souvik

[David28573900e9t3]

The file was saved in local storage.    All I get is an error message like "error saving file". and the app locks up with the message displayed.  When you then go reopen the file it seem sto know that it was just recently saved but all the comments are gone.  It would seem to me that the app saves the pdf, overwrting the previous file, and then tries so save the comments. If that is what is happening seems like a huge design flaw.  Other apps make a back up of a file before overwriting anything.  

[S. S]

@David28573900e9t3,

Thanks for writing in! Sorry for the experience! 

Do you experience the issue every time you try to add comments? Would you mind sharing a screen recording video of the entire workflow for a better understanding and assistance?

-Souvik