Adobe reader in android won't sync with OneDrive

[André38990753swgv]

Hi

I have Adobe Reader 24.7 and I have it connected to my One Drive account.

Up to a few weeks ago I could read and edit pdf files from my One Drive and, after closing the document,it would upload the modifications to the cloud.

But lately, it does not happen at all. 

It is not related to file size, internet connection... I have updated both apps and didn't solve. Rebooted and also cleared cache and uninstalled and reinstalled... But nothing seems to work.

How can this be corrected?

[sprinklr-integration-user]

Hi @André38990753swgv

I hope this message finds you well. Thanks for reaching out to us.

To help resolve the issue you're experiencing with OneDrive storage in the Acrobat Reader Mobile app, could you please try the following steps:

1. Remove the OneDrive storage from the Acrobat Reader Mobile app.
2. Reboot your device.
3. Reconfigure the storage within the app.

After completing these steps, check if the issue is resolved.

If you’re still encountering problems, please provide us with a bit more information so we can assist you better:

• What happens when you try to sync your files with OneDrive? Are you receiving any error messages? If so, could you please share a screenshot of the error?
• Could you let us know the make and model of your Android device?
• A short video showing the steps you’re taking and where the issue occurs would be extremely helpful.

Thank you for your patience.

~Amal

[André38990753swgv]

Hello Amal, 

Thanks in advance for your reply.

On my Android tablet I don't get an error message. But the Adobe app isn't updating the files to the OneDrive cloud as I edit them. I use the adobe reader app, in order to read/review/study pdf files and highlight/make notes. 

I browse through the files in the OneDrive account, using adobe app.  I open the PDF's and highlight whatever I feel like with no problems. However, after closing the pdf, it should automatically update on my OneDrive account all the changes I made. But, if I open that same file through the OneDrive app or on my computer, the changes I made are not there. The files is simply as it was before any change I made. 

In the files I marked the PDF I had just edited: in the Adobe app you can see that it is a file from a cloud storage, and that the changes were made a few minutes ago. But, on the OneDrive the file is the same as it was back in December 2022. 

So, why is it not syncing?

[sprinklr-integration-user]

Hi @André38990753swgv

Thank you for providing the information. Could you please also share the make and model of the Android tablet you're using, along with a short video recording of the steps or workflow you're following? This will assist us in replicating the issue on our end.

~Amal

[André38990753swgv]

Hi!

Thank you. 

I use a Lenovo Tablet, model TB-X606F, with android 10 version. 

These are the steps. As you can see, despite changing the pdf on acrobat, it does not upload the changes to the One Drive...

André

[Amal.]

Hi there

Thank you for sharing the details, I have logged the ticket with the engineering team for further investigation. will keep you posted on the progress.

Thanks for your understanding and cooperation

~Amal

[apl_3752]

Ok, I just tried this and I lost all the changes I made to my documents on my Android phone. They've been deleted from my phone and they are also not saved on OneDrive. I normally would not be this reckless, but I haven't been thinking clearly today. I'm going to have to redo that work now. Still not sure when or how I can start using my phone. I'm going to have to use my laptop only for now.

[Amal.]

Hi there

Thank you for reaching out and bringing this to our attention. We sincerely apologize for any inconvenience this issue may have caused. Please rest assured that our engineering team is actively working on resolving the problem.

We understand the impact this may have on your experience, and we’re committed to delivering a solution as soon as possible. We will provide you with timely updates as soon as more information becomes available from our team.

Thank you for your continued patience and understanding.

~Amal

[Morteza_]

Hi.

I have the same problem. I could work with my adobe previously, and now I have the exact problem with my tablet. My tablet is a Samsung Galaxt Tab S24 Ultra (SM-X910), while the android version is 14 and One UI version is 6.1.1. The operating system is up to date.

Thanks in advance for your help. I really appreciate it if you please solve this problem, which did not occur before.

[Amal.]

Hi there,

I hope you're doing well.

Our engineering team is still looking into this issue. We'll let you know as soon as we have an update to share.

Thank you for your time and patience!

[Rural Equipment Hire]

Hi Amal,
Same issue as described above.
We use Adobe pro reader for people to sign our hire agreements, recently Adobe Pro stopped saving to One Drive. I was able to get it back going after uninstalling the Adobe app and reinstalling but this time that is not happening either. No errors are shown, just not updating the one drive file. The file remains edited on the tablet but not on One Drive.
Android 14

One UI 6.1

Tablet S7 FE

[Julia36824083uw7t]

Hello,

we have the same issue. Our users connected the Onedrive in the Adobe android App, once the make changes, the file isn't saved on the Onedrive, but in the Documents folder on the local device. How can this be resolved?

Regards

[Jarenn]

I have the same issue (Galay Tab6s).  

[Jarenn]

I have same issu ewith google drive** 

[Amal.]

Hi there

We are sorry to hear that.

Would you mind sharing a small video recording of the steps you are taking and the issue as it occurs for more clarity and understanding?

[notacake]

Hello

Got the same issue with a blackview tab...

[Amal.]

Hi there

Hope you are doing well.

Please share the version of the app and the OS you're using, Tap on profile > About Acrobat. Also share a small video recording of the issue occurring so we can get this checked further.