Problem with one drive sync

[Pedro30620055g6i3]

Hello

using acrobat reader app version 23.05.01 on ipad 9 ios 16.5.

the app keeps creating conflict copies when trying to sync with onedrive where the psf is located. (I trying using a reader from another company and do not have the same problem).

besides creating a conflicted copy, 2 out of 3 times it loses one hour or so of comments and hoghlights. 

i tried moving the file to my ipad, and to my surprise lost another hour of notes even without syncing issues with external programs.

this issue does not happen right away, the file must be open for around one hour.

apart from that, there should be more freedom to change highlight colors and at least another level of transparency. Why not have the same colors as in the pc version? 

maybe it is a bug with 16.5.

if this is solved (the sync and loss of notes) ill gladly change my review on the app

thanks

Pedro

[Koteswara30632680ex1p]

Hello all

Adobe readerbis the best app and using since long time. We appreciate the maintaining and problem solving capability. But now Am also facing same problem.

Tried to restart /reinstall but problem persist. 

Creating a conflict copy but loosing the all data is really trouble making and irritating.

Please show the remedy for the problem, otherwise its best app to use for reading. 

Thatkyou. Hope will rectify soon. 

[S. S]

Hi @Pedro30620055g6i3 @Koteswara30632680ex1p,

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

We would like to know a few pieces of information for better investigation:

1. The app version of Acrobat Reader Mobile you are using (go to Profile-> About Acrobat);

2. The complete workflow that you are following (from opening the file, importing it to Acrobat, adding the comments, and to the part where a conflict file is created);

Normally, files saved on OneDrive do not allow to be overwritten directly on the drive; thus, a new conflict file is created by the application and uploaded on the drive.

Since you also mentioned that the issue occurs with local files, I would like to see the entire scenario and work on it with the team to fix it.

Look forward to hearing from you.

-Souvik

[Pedro30620055g6i3]

Hello Souvik, thank you for the reply!

I'm using app version 23.05.01 (20230609.131752) on ipad 9 ios 16.5.1

My workflow:

Acrobat reader > Files > Locations > OneDrive > click on pdf file > highlight and anotate for 0.5-2 hours  > click on the "<" to exit > find 1-3 conflicted copies > wait a minute or 2 just to be safe > open the file again to see if the last annotations were correctly saved. (there may or may not be praying involved in some steps) 

As for this part: "Normally, files saved on OneDrive do not allow to be overwritten directly on the drive; thus, a new conflict file is created by the application and uploaded on the drive."

I think this might not be fully correct and maybe could be double-checked with the resposible team. If I open a file in acrobat reader mobile, highlight it and exit fast (less than 5-10 min), the file is overwritten without problem. The issues occur when staying with the file open for longer, around half to one hour. Using another pdf reader on the same Ipad this issue does not occur at all, I can work on a 500mb file and it deals well with syncing with OneDrive and overwriting the file.

Regarding the local file issue, I just experienced it one time then did not try it again:

I tried to edit the same file that I was working with on onedrive (used send a copy> save to files> acrobat folder> opened it in On this Ipad > annotated> exited> tried to open it again> .5-1h missing)   so maybe it has been corrupted on the conflicted copies creation.

After that I resorted back to working from the onedrive folder and exiting the file every 15 or so minutes. 

thanks

pedro

[derek lau @ adobe.com]

hi Pedro, 

Thank you for contacting us and provide the info. Could you please double check that the PDF you are working on is not opening in OneDrive or other apps? If it did, please close all of them and retry to see if the problem still persists.
Thanks in advance.

[chadj46427957]

At least for me, it is not open in any other app.

Thank you,

[PII removed by moderator]

[Pedro30620055g6i3]

Hi Derek!

It opens on other apps and onedrive, but those were not open when the issues occurred (maybe at one point, but I closed everything to see if it would work), I tried turning off the PC as well and the problem persisted. 

Thanks

[chadj46427957]

I have the exact same issue.

[S. S]

@Pedro30620055g6i3 @chadj46427957 

Thank you for sharing the details.

I have shared the information with the team to look into and will update the thread as soon as I hear back from them.

-Souvik

[chadj46427957]

Any update? Attached is an example of the issue. This file was never opened in another program other than the Adobe app.

 

[S. S]

@chadj46427957, 

Can you share a screen recording of the issue when it happens to better understand and speed up the investigation process for the fix?

-Souvik

[chadj46427957]

Attached is a link to a video. As yo will see the file is not open anywhere else and the longer I am in it and the more edits I make the more conflicts it creates.

https://1drv.ms/v/s!AgG-Yn7N6g-WiN9qqmQV-j6iWYG1XQ

[chadj46427957]

Any update on this? It appears that when you go to another program and back to Adobe, it creates a new file each time. 

[S. S]

@chadj46427957 Would you mind sharing a sample file and a conflict file with me? This will help the team determine why the file was created so they can investigate further.

Look forward to hearing from you.

-Souvik

[chadj46427957]

Attached are the requested files.

[S. S]

Thanks @chadj46427957,

I have shared all the necessary details with the team to look into.

I will update the thread once I hear back from the team.

-Souvik

[chadj46427957]

Any update?

[S. S]

Hi @chadj46427957,

The team is still investigating the issue and I will update the thread once I hear back from them.

-Souvik

[Chad34361899xh63]

Any update on this?

[S. S]

Hi @Chad34361899xh63,

We released a few patch updates related to the issue, which will minimize the conflict file creation, depending on how the file was opened in Acrobat reader.

Would you mind updating the application to the latest version and let us know if it works now?

-Souvik

[Chad34361899xh63]

This is still an issue. 

[S. S]

Hi @Vicente36775516qth4 @Chad34361899xh63,

Hope you are doing well. Sorry for your experience!

Since we released a patch earlier related to the fix, we would be interested to understand the workflow you follow and a few more details:

1. The app version you use ( go to Profile-> About Acrobat);

2. The iOS version of your device;

3. A screen recording which shows the entire event, right from the moment you locate the file to open till the point a conflict file is created.

Look forward to hearing from you.

-Souvik

[Chad34361899xh63]

I am using the newest iPad Pro running version iOS 17.4.1

the Acrobat app is version 24.04.01

nothing has changed from the video I sent you months ago. Please use the video I shared previously as nothing has changed.

[S. S]

Hi @Chad34361899xh63,

The video in the link has been removed. 

Would you mind uploading it again and sharing with us? 

Thanks,
Souvik