Issue sending a File [PDF to WhatsApp]

[Samuel31445481rcfe]

After the last update for iPhone on August 1st (Version 23.07.00)  when sending a Document, the receiving party doesn't receive the document but a link asking to download the Acrobat Reader app. This is happening when sharing on WhatsApp. 

[PDF to WhatsApp] added to title for clarity

[Derek Lau]

hi Samuel31445481rcfe,

We are sorry for any inconvenience. Could you please double check the Acrobat Reader iOS version on your device? If it is the latest Acrobat Reader iOS 23.07.01 and the issue still persists, we apologize the experience you have. Would you mind to provide us info to understand your circumstance,

1. What version of WhatsApp on your device?

2. What iOS device and model you have? What version of iOS on your device?

3. Could you please provide the exact step by step to instruct how to reproduce the issue? It would be very helpful if you could also provide the screenshot recording to demo it.
Thank you for your patience.

[Samuel31445481rcfe]

Hello Derek,

I have an iPhone 12 Pro Max, latest software update installed.

On my phone I have both, WhatsApp and WhatsApp Business. The process to share a PDF document on WhatsApp is the same I have been using always. Open the document, click on Send a Copy and select WhatsApp from the list to send to a contact the document.

I have attached the screenshots of my WhatsApp and WhatsApp Business versions, my iPhone software version and what shows when I try to send the document in WhatsApp and what actually is received which is a link to download Adobe.

Note, that when you send a copy of a document and select to share by email, you receive the same text as in WhatsApp asking to download Adobe, BUT you receive the PDF shared. And from the email you open the PDF and you share to WhatsApp with no problem.

See all attached screenshots. 

[Derek Lau]

hi Samuel31445481rcfe,

Thanks for the info. We will be looking into it.

Thank you for your patience.

[Teresa27450344c310]

Na atualização o Acrobat voltou a funcionar e a enviar arquivos para o
whatsapp.
Enfim!

--
Teresa Frota

[Derek Lau]

hiSamuel31445481rcfe,

The Acrobat Reader 23.08.00 is available now in App Store and it should resolve the issue. Could you please try to update this latest version of Acrobat Reader and let us know if the issue still persists?

Thank you for your patience.

[Samuel31445481rcfe]

Hello Derek,

The issue has been resolved with new update today. Thank you. 

[Derek Lau]

hi Samuel31445481rcfe,

Thanks for your confirmation and we are glad to hear that it works for you now.

Best regards.

[Roberto31520962iho6]

I have not yet available the new Acrobat version at my App Store. I still continue with the 23.07.00 version. Obviously, the issue sending files continue (pdf to WhatsApp).
Regards


Enviado desde mi iPhone

[Roberto31520962iho6]

Discharged Acrobat’s new version. After that, I’ve restarted my smartphone. Then, I’ve tested to send a pdf file to WhatsApp and, surprisingly, the file arrives without problems.
Probably late…but the issue is solved.
Thks to the Acrobat’ support team.
A last question, can I recover subscription time lost having problems sending files to WhatsApp?
Regards

Enviado desde mi iPhone

[ARIF324307747tmv]

I used to download free  epapers on  telegram and daily would sebd to family and friends on whatsapp do they would read, now even latest updated  pdf version i have on both my personal mobiles phones..  but  when i  am sending the pdf soft copy of epaper, its showing message at recepient " I will recommend you this simple....pdf reader"  which is disturbing and embarrassing and bizzarre to both parties...

[Guilherme3047802491ci]

It has fixed the issue here. Thanks. 

[Derek Lau]

Thank you for your confirmation. We are glad that it works for you now.

Best regards.

[Guilherme3047802491ci]

The same here. It's impossible to share any pdf file through WhatsApp 

[S. S]

Hi @Guilherme3047802491ci,

Thanks for reporting the issue.

The team is working on the edge cases where the files are not getting shared.

It will be fixed with the upcoming update.

-Souvik

[ARIF324307747tmv]

I also facing same issue when i want to send document to friend or family , but they are recieving message to.download the "pdf file reader" , irs really embarrasing.

[S. S · Accepted solution]

Hi @ARIF324307747tmv, Please update the application to the latest version.

The fix has been released with the update.

-Souvik

[ARIF324307747tmv]

I used to download free  epapers on  telegram and daily would sebd to family and friends on whatsapp do they would read, now even latest updated  pdf version i have on both my personal mobiles phones..  but  when i  am sending the pdf soft copy of epaper, its showing message at recepient " I will recommend you this simple....pdf reader"  which is disturbing and embarrassing and bizzarre to both parties...

[Omar35103546vrb1]

Issue with WhatsApp persist to me. I have updated acrobat and WhatsApp to latest version available and still not working. 

[S. S]

@Omar35103546vrb1 Would you mind sharing a screen recording?

This will help us get a better understanding and assist you better.

-Souvik

[Omar35103546vrb1]

Please see the video with the details, remember I want to share PDF file with WhatsApp but it not giving me the option in my iPhone 

link 

https://share.icloud.com/photos/0c0jHBcs2dcAbtX6HVKUBWT3g

[Omar35103546vrb1]

Here the link again 

https://www.icloud.com/sharedalbum/#B0XJtdOXmJ5SNhw

[S. S]

Thanks @Omar35103546vrb1, for the screen recording.

Have you tried going to files-> click on browse-> Once you see the locations page-> click the three dots to the top right-> click Edit-> enable the toggle switch to the right of "Acrobat."

Once done, restart the device.

Let me know if this works.

-Souvik

[Omar35103546vrb1]

Hi

i already tried to enable Acrobat by editing when clicking on the three dots. The acrobat switch option doesn't appears available to enable it. 

 

[S. S]

Hi @Omar35103546vrb1,

The option will be available on your Files App when you reach the locations list.

Apple's UI controls the share sheet, and if Acrobat is not listed in the storage, it would be not easy to see the app on the list.

-Souvik

[Omar35103546vrb1]

Not sure what's Apple UI controls....sorry. 

I downloaded another file manager app. and the problem persist. Something that i realized is that Acrobat folder disappears when I go to WhatsApp or other apps and search Acrobat folder, it's only visible when I go directly to Apple file manager app. It's weird Acrobat folder disappears when searching for it with other apps, not only WhatsApp. Please see attached screen shots