Not able to open pdf file in acrobat reader app

[Ng_Yi Horng6686]

Hi all,

Anyone encounter not able to open pdf in acrobat reader?

Phone: Honor Magic 6pro

[S. S]

Hi @Ng_Yi Horng6686,

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

When you mention a blank screen, does the content render at all, or is it white throughout?

Also, is this with a specific PDF file or every file you work with?

We would like to know a few more details to investigate further:

1. Are you opening the file directly from Acrobat or through a third-party app? If from a third-party app, can you try opening a PDF directly from Acrobat and check if it opens?

2. Are the files located on a cloud drive or in your device's internal storage?

3. The Android version of your device.

4. Where did you download the Acrobat app from? Is it from the Google Play Store or through a different marketplace?

5. The version of Acrobat Reader Mobile installed on your phone (go to Home > Profile > About Acrobat);

Look forward to hearing from you.

Regards,
Souvik.

[Ng_Yi Horng6686]

Hi Souvik,

It is white throughout the screen and after a while "close or wait" message will pop up. I tried the default welcome page in acrobat reader app, and also local file as well. But the issue persist.

I am openning the file from the acrobat reader and tried open the file by click on the file icon as well(default app is acrobat reader), but seems not working also.

I had tried login acrobat in Google Chrome, it is working when I open the default welcome page and also I had try the file that I failed to open in app from recent tab. It is working in cloud. 

I had tried to uninstall and reinstall the app but no different after all.

Andriod version of my phone is 15, here in I attached the screenshot.

I download the app from Google play, but doesn't work. I had tried from app market as well, but doesn't work at all.

The version of acrobat reader I download from app store is 25.8.0.40893. Here in, attached screenshot as well.

Regards,

YH

[S. S]

Thanks, @Ng_Yi Horng6686, for the details.

I have shared this with the team, and I'll get back to you on the progress soon.

Regards,
Souvik.

[Amal.]

Hi there 

Hope you are doing well and thanks for sharing the details. 

The new version of Acrobat mobile is now available version 25.9.0, kindly update the application from the Play Store and reboot the device once and see if that works.

Let us know how it goes. 

~Amal

[Ng_Yi Horng6686]

Hi Amal,

I had tried uninstall the acrobat and redownloas the version in Google play. But it still show me version 25.8 downloaded. I noticed if I logout my acc from acrobat, I am able to open the welcome note in acrobat reader.

Regards,

YH

[Amal.]

Hi there, 

Thanks for sharing the details.

We have passed them to our development team for review.

We will share the update as soon as we get more information. 

Thanks for your time and patience 

~Amal

[Amal.]

Hi @Ng_Yi Horng6686 

Our development team is investigating this issue and requires the PDF file in question where the issue is observed and a small video recording of the steps you are taking and the issue as it occurs for further investigation. Please share the PDF file in question.

~Amal

[Ng_Yi Horng6686]

Hi Amal,

Attached videos for ur reference.

Regards,

YH

[Amal.]

Hi there,

Thank you for sharing the videos. However, we would also need the sample PDF file so we can try to replicate the issue at our end.

~Amal

[Ng_Yi Horng6686]

Hi Amal,

I sm using the welcome page that come with pdf when I am installed the app. Anyway I will attached a pdf.

[Amal.]

Hi there 

Thanks for sharing the details. Please give us some time to get this checked. We will keep you posted as soon as we get more information.

~Amal

[Amal.]

Hi there 

We have found that you have purchased the subscription from the Realme device (via Play Store) and are trying to restore the purchase on the app (installed via some 3rd party page from the Huawei store). In such cases, we do not support the 'restore purchases' functionality. Only the builds installed from the Play Store or the Samsung store are considered legit and supported in Android devices.

In this case (even though you have a subscription), as you are installing a build from a 3rd party (unknown source mod .apk), it won't be supported. You should try to install the build from the mentioned trusted sources (Play Store/Samsung app store) and then try the feature, as this is not a published build from Adobe.

Hope this information will help.

~Amal