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

Forum|Forum|4 years ago
September 21, 2021
9 replies
7679 views

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!

General troubleshooting

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Correct answer patwibbeler

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

patwibbelerCorrect answer

Adobe Employee

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

patwibbeler

Adobe Employee

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:

Send me a private message asking for the beta link
Follow the link (I will send it in DM in reply)
Install TestFlight app from Apple if you do not have it already.
Accept the Beta
Install the app
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:

Do NOT uninstall the app. Uninstalling the app will delete any local files.
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

A

Angie1222Author

New Participant

Hi Pat,

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

patwibbeler

Adobe Employee

Definitely. We have been testing on iOS 15 for several months now. I have iPadOS 15.0 on my own iPad and tested this fix there.

D

DioxVi

New Participant

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.

A

Angie1222Author

New Participant

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!

L

louisn93453509

Participating Frequently

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

D

default05mi8iu77dlm

New Participant

I'm having the same issue.

Version 21.09.00 on IOS 15.0

Please help

Harsh Vardhan Pareek

Community Manager

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

A

Angie1222Author

New Participant

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

Harsh Vardhan Pareek

Community Manager

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