Extra duplicate files instead of saving edits

[tobys35584265]

Hi, 

I'm having a problem with my acrobat app on my iPhone. Every time I edit a file, it saves the changes in multiple duplicate files labeled "conflict", "conflict (1)", and so on. So my original file won't be updated and I end up with dozens of similar files.

This is the second time I'm asking for help. I previously deleted and reinstalled the app and it helped for a while but now the problem has started again. I tried deleting and reinstalling but this time it hasn't solved the issue.

I'd appreciate assistance as soon as possible.

thank you!

[S. S]

Hi @tobys35584265,

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

Do you experience the issue with a particular file or with all the PDFs you are working with? If with a single file, would you mind sharing the file with us? 

Also, is the file saved on cloud storage? If yes, would you mind saving the file on your internal storage and then trying again?

If none of the above works, please share the below information with us for further investigation:

1. The iOS version you are using;

2. The application version you are using;

3. A screen recording of the workflow you are using.

Look forward to hearing from you.

-Souvik.

[tobys35584265]

Thank you for responding. 
a few notes: I'm only working with one file right now but if I recall correctly, I had the same issue with another one. The file is on the cloud and I need it there because I'm transition back and forth between my iPhone and laptop (pc).  
I'm using the following version of iOS: iOS 16.1.1 (20B101) and the latest update of acrobat 22.11.01 (20221209.171126).

I'm attaching a link to the document and a screen recording of my workflow. A note: I deleted a couple of copies already. 
thanks for your help!

https://acrobat.adobe.com/link/review?uri=urn:aaid:scds:US:a68b4d34-805f-47f1-9cdc-e528aa7a975d

[S. S]

@tobys35584265,

Have you checked if there is enough storage on your Adobe Cloud storage? With the current account status, you are entitled to 2GB of storage space on your account. If there is not enough storage space, it can lead to an error when trying to save the file directly on the cloud with the change.

You may check the storage quota here: https://acrobat.adobe.com/link/documents/.

Please let me know the details so I can investigate further with the team.

Thanks,

Souvik.

[tobys35584265]

For some reason when I follow that link, the cloud storage is empty. 
will it help if I use a different cloud storage such as google drive?

@tobys35584265,

Have you checked if there is enough storage on your Adobe Cloud storage? With the current account status, you are entitled to 2GB of storage space on your account. If there is not enough storage space, it can lead to an error when trying to save the file directly on the cloud with the change.

You may check the storage quota here: https://acrobat.adobe.com/link/documents/.

Please let me know the details so I can investigate further with the team.

Thanks,

Souvik.

By @S. S

[tobys35584265]

Though estimating, my files should take up less than 1gb

[S. S]

@tobys35584265,

Just for testing purposes, can you try with any other cloud drive? This can help us narrow down our approach to a straight path.

Also, try the same markups with a different PDF file too, if possible.

-Souvik.

[tobys35584265]

Hi, 

so far I've been using Google drive instead to store my file with no issues. It's a good solution, if indirect. I appreciate the help!

[S. S]

Hi @tobys35584265,

Thank you for letting us know that it is working for you.

We would have loved to learn more about why the issue was happening to investigate further on the issue.

Please let us know if you are willing to have a conversation with us to provide further insights to speed up the investigation.

-Souvik.

[tobys35584265]

Hi Souvik,

Though the solution worked until now, today I unfortunately got a familiar error message. Acrobat couldn't save the file and created a duplicate. I really would like to solve the problem. If you can offer any help, I'd be grateful.

Toby

[S. S]

@tobys35584265,

Can you let us know how you are opening the file? 

Are you using the "Import to Acrobat" or "Open in Acrobat" option in the Share list option?

A screen recording of the workflow would greatly help investigate the issue further.

Also, please let me know if the email address registered in the community is the source of communication so I can reach out to you in case we need any further information.

-Souvik.

[tobysmall]

Hi Souvik,

The problem has been getting much worse. I'm working with multiple files that keep duplicating themselves each time I edit the file. This happens both with files saved on Adobe cloud and Google Drive. I'm feeling very frustrated. I'd appreciate help to solve this problem once and for all. 
In regards to the questions:

I'm not sure what you're referring to with the share list options. On my phone, I just go to the "recent" tab and open my file from there. 
the email address of this account is a good place to reach me. 
I will attach a video of my workflow. I recently deleted a bunch of duplicate files so right now there's only one "recovered" file. I'll attach a screenshot I took of a series of duplicates.

Thank you for your help!

[S. S]

@tobysmall Thank you for getting back with the details. 

Let me forward this to the team for better insights, and I will get back to you as soon as possible.

Also, if further information is needed, I will be sending you an email to the registered email address.

Thanks,

Souvik

[tobysmall]

Hi Souvik,

I'm wondering if you ended up forwarding to the team you mentioned. 
I appreciate your help!

[S. S]

@tobysmall We have logged a bug on the issue, and our team is investigating it.

I understand how frustrating this might be, but we are working hard to get this fixed in the upcoming updates.

-Souvik

[Harry_Stark6669]

Hey I just stumbled upon this post because I'm facing the same problem right now. Has a solution been found yet?

[Amal.]

Hi @Harry_Stark6669

I hope you’re doing well! Thank you for reaching out to us.

In order to assist you more effectively and thoroughly investigate the issue you're experiencing, could you please provide the following details?

1. iOS Version: You can check your iOS version by going to Settings > General > About.

2. Adobe Acrobat Reader Mobile App Version: To find the app version, open Acrobat Reader, tap on the profile icon in the upper left corner, and select About Adobe Acrobat. This will display the app version currently installed on your device.
   
   

Additionally, it would be very helpful if you could share a short video recording that captures the steps you're taking and highlights the issue as it occurs. This will provide our team with more clarity and expedite the troubleshooting process.

Looking forward to your response.

~Amal