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I cannot see the pdf content but can only see my previous annotations!

Community Beginner ,
Sep 21, 2021 Sep 21, 2021

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I am using iPad Air 3, and the acrobat reader auto updated 1 day ago. Today, I tried to open a previous pdf file which I hv annotated before. The file opens and I cannot see the original pdf file content, but can only see my previous annotation. I tried switch off and on the iPad, and delete and download the apps and the problem persists. Attached screen shot for easy understanding.

 

I tried to test and download another pdf file from a email, it saved successfully on my iPad, but it shows only a blank page. I save the same file in document cloud, and opened the file using acrobat reader in my Samsung Android phone, and I can see the content without any problem. Hence I think it's the latest acrobat reader update on the iPad Air is creating the problem. Pls fix ASAP!

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1 ACCEPTED SOLUTION
Adobe Employee ,
Sep 23, 2021 Sep 23, 2021

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LATEST

Hi - 

We've just released a fix for this issue in the App Store. It can take some time to propagate globally, but should be available everywhere within 24 hours. Please go to the App Store and search for "Adobe Acrobat" and then tap "update" to get 21.09.01.

 

Thanks for your patience and help everyone. We're very thankful for the reports and the sample files and we apologize for the disruption that brought you here.

 

Pat

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New Here ,
Sep 21, 2021 Sep 21, 2021

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I have the latest iPad Pro and am having the same issue!

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Community Beginner ,
Sep 21, 2021 Sep 21, 2021

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Having same problem also..

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New Here ,
Sep 21, 2021 Sep 21, 2021

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Thought it was just me. Same issue. Only my mark ups and comments appear and the rest is blank

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Community Beginner ,
Sep 21, 2021 Sep 21, 2021

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I doubt anyone from adobe we read this thread... they don't care!

both of my iPads are doing the same since last adobe update 

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Adobe Employee ,
Sep 22, 2021 Sep 22, 2021

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Hi @Angie1222 

 

Hope you are doing well.

As mentioned in the issue description that you are not able to see the file's contents after the update. We have tried to reproduce the issue but it is working fine. Would you mind sharing some more information to understand the issue better?

1. iOS version?

2. Current Acrobat Reader version?

3. If possible, could you share a video showing the issue clearly?

4. kindly share the file or the link of it.

 

Looking forward to hearing back from you.

 

Thanks,

Harsh

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Dear Harsh,

Further info as below:
Acrobat Reader version: 21.09.00 auto updated 2 days ago
iOS: iPadOS 14.8

The image of the original pdf file:



The image of the pdf file with annotations in red & blue which I can
retrieve from email or see on other platforms:

When I open the same pdf file using Acrobat Reader on my iPad Air:

I can only see previous annotations and cannot see the original pdf file.
This is only one of many files that have the same problem.

No need video. I see the difference when I open the files, just like what I
always do. Other ppl have the same problem too. Pls fix ASAP!

Regards,
Angie







--
Regards, Angie

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Adobe Employee ,
Sep 22, 2021 Sep 22, 2021

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Hi @Angie1222 

Thanks for providing the details, to look into the cause we need the file. If possible please share the file or a link to it for testing.  

 

Thanks,

Harsh

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Hi Harsh,

Here’s one of the pdf file of concern.

Regards,
Angie
--
Regards, Angie

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Harsh,

I know of 4 people in the office that is having the same issues!!! Make it simple, let is have the old version back ASAP!!

 

thank you Greg

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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IMG_0535.png

 

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Any timeframe for getting this corrected?

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Adobe Employee ,
Sep 22, 2021 Sep 22, 2021

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Hi All - 

We have reproduced the problem and confirmed it's a change in our September release that caused this. It is related to specific constructs in the PDF files (so it does not impact all files with annotations, just some). We're assessing the root cause and evaluating what it will take to patch it. Apologies and many thanks for the details. Having the specific files helps!

 

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Please provide a link to the old version. You've got us shutdown!

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Adobe Employee ,
Sep 22, 2021 Sep 22, 2021

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Hi - 

Apple does not provide a way to install old versions of the app. We will have to create a new release and have it reviewed by Apple. That review process can take several days. We are currently working on building and creating a fix.

Pat

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Maybe you need to release the new versions for community testing before jumping off the deep end.  Would be glad to help you test your new release and give you feedback, to avoid this in the future.

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New Here ,
Sep 23, 2021 Sep 23, 2021

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Ciao,

same issue since this morning, same data.

Additional info: Acrobat reader for Android works perfectly. 

I hope you can reload immediately the previous version on Apple Store.

grazie

gio

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Community Beginner ,
Sep 22, 2021 Sep 22, 2021

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Great!

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New Here ,
Sep 22, 2021 Sep 22, 2021

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I'm having the same issue.

Version 21.09.00 on IOS 15.0

Please help

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New Here ,
Sep 22, 2021 Sep 22, 2021

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I'm having the same problem with PDF's opening on my iphone with completely blank pages—ios 12.7.1 on iPhone XS with app version 21.09.00. I noticed some relief with some PDFs if you compress the PDF in the app. The new compressed PDF loads the previously blank pages but it takes a while for some pages to load and zooming in it takes longer to render. 

 

This app has been a godsend during my current construction project. Being able to quickly load, and referance the Construction Drawing PDF files that are 19.5MB and sized at 36 x 48inches for print on my iphone is so helpful during onsite meetings. The previous app updates have increased the load time/rendering and this adobe app far outshines viewing the larger PDFs in my Google drive app. 

 

I appreciate Adobe developers expediating this fix asap, its not your fault Apple is so restrictive when developing for the app store but its hard as a user to understand why you can't uninstall an app and reinstall the older version like you can on your desktop. 

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Community Beginner ,
Sep 23, 2021 Sep 23, 2021

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You reminded me! All problematic files I got are pdf files converted from AutoCAD files. No problem with MS Word or Excel converted pdf files. So Adobe developers should look into this point!

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Community Beginner ,
Sep 23, 2021 Sep 23, 2021

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Same problem here.  The Autocad text seems to be the issue with my forms.

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Adobe Employee ,
Sep 23, 2021 Sep 23, 2021

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Yes - it is a specific construct in the PDF, which only some producers will create (and the samples shared do look like they are Autocad, which means it may, at least sometimes, create this construct).

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Adobe Employee ,
Sep 23, 2021 Sep 23, 2021

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Hi All - 

We have a fix for this and it's going through final validation. I am hopeful it will be available very soon. I can share a link to the TestFlight Beta build with the fix if you send me a private message on the forum. The steps would be:

 

  1. Send me a private message asking for the beta link 
  2. Follow the link (I will send it in DM in reply)
  3.  Install TestFlight app from Apple if you do not have it already.
  4.  Accept the Beta
  5.  Install the app
  6.  Once we have the fix released to the Store, you can go to the App Store and install the new build from there to ensure that you get all future updates (the TestFlight build expires after 60-90 days).

 

Some notes / caveats:

  1.  Do NOT uninstall the app. Uninstalling the app will delete any local files.
  2.  The beta installation process presents a message indicating that data may be lost. This beta build will not delete any data as long as you do not uninstall =).

 

Pat

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Community Beginner ,
Sep 23, 2021 Sep 23, 2021

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Hi Pat,

 

Please also take into consideration the iPad OS 15 version, thanks!

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