Large PDF pages stop loading up

[rafa?_6307]

Hi, I have trouble with large pdfs (for example books). Upon opening the app everything works smooth and fast, but after turning a few pages it stops loading up, showing only empty white pages, making it impossible to see any more of pdf file. The only solution is to close the app and reopen the file.

The issue occurs every time, its very annoying. Its the same for both my devices: Samsung Galaxy Tab S8 Ultra and Samsung Galaxy S23+, both being high-end hardware with about 3GB free RAM while reading these pdfs. The phone uses internal memory, while tablet uses SD card. 

Please let me know if there's a solution or fix the issue.

[Amal.]

Hi there

I hope this message finds you well, and thank you for reaching out to us!

To help us investigate the issue more effectively, could you please share the following details and perform a few preliminary steps?

1. App Version:

   • Please check the version of the Acrobat app you are currently using. You can find this by tapping on the profile icon and selecting About Acrobat.
     
     

2. Update and Restart:

   • Ensure that the app is updated to the latest version available on the App Store.
   • After updating, restart your device and check if the issue persists.
     
     

3. Video Recording:

   • If possible, provide a short video recording that shows the steps leading to the issue and how it occurs. This will help us better understand the problem.
     
     

4. Sample PDF File:

   • Share a sample PDF file that replicates the issue so we can test it on our end.

Once we have these details, we’ll be able to investigate the issue further and provide a resolution.

Thank you for your cooperation, and we look forward to your response!

[mikous_1868]

Hello, recently I started having the same issue. 

Where do I send the info you requested? 

Regards

Mikous

[rafa?_6307]

Hello,

I tried rebooting, reinstalling the app. Nothing worked. To load more pdf pages I need to close the app and open it again.

I'm uploading video.

App version: 24.12.2.36855

[rafa?_6307]

Unfortunately I can't upload any of the pdf files that cause my problem by having lots of pages, as all of them exceed 50MB.

[Amal.]

Hi there,

You may upload the PDF file to any cloud storage, create the link and share that link with us for testing.

~Amal

[rafa?_6307]

Sure

https://1drv.ms/b/c/b637abf102100870/EfljnUcuAi5PrmQ3ajDXaMoBDLXuS4JZkBVAXFRiOEyz0g

[JohnofKronstadt]

I'm also having the same problems. The document I'm attempting to work with is just under 10k pages, so I'm attaching a Drive link

https://drive.google.com/file/d/1mZ-Vqe6kX9ucMN-VXLAnIE4j4ni3gIZX/view?usp=drivesdk

[Amal.]

Hi @rafa?_6307 

I have tried to reproduce the issue on my end and it is working fine. Please try to clear the App cache from the phone settings and reboot the device and see if that helps.

@JohnofKronstadt please share the device OS and make and model for further checking.

[JohnofKronstadt]

I'm using an iPaid Air 5 running iOS 18.2.1

[Amal.]

Hi @rafa?_6307 

Hope you're doing well.

We're pleased to inform you that our latest app update, version 25.1.0 is now available on Play Store. Please update the app following  these steps:

1. Update the app – Visit the Google Play Store and download the latest version.
2. Restart your device – This ensures that the update is applied correctly.
3. Check the app functionality – After updating and rebooting, please verify if the issue is resolved.
   https://helpx.adobe.com/acrobat/mobile-app-faq.html

@JohnofKronstadt The latest app version for iOS is 24.12.07, please try to update the app from the App Store and reboot the device once to check if that fixes the issue for you.

We appreciate your patience and cooperation. Let us know if you continue to experience any difficulties or need further assistance.