Refused to save a file and removed it on Android

Report · Aug 07, 2021

Can anyone on this forum help me?

I was editing a book on adobe on my new Lenovo M10 (A10) tablet, making comments and saving them. However, this morning when I opened my tablet, Adobe refused to enter comments as the file was "read only". I've seen this before, but I could also see the original comments I had made last night, so wtf.

So in order to be able to make comments again, I tried saving the file on the cloud, but was "unable to connect", so I decided to save on device. Here Acrobat told me "The file is being saved, we'll let you know when it's ready." How long does this usually take? The file disapperad from my recent files list, it's not available on the device or the cloud. Where is it being saved or did they just cost me 16 working hours and postpone our publishing?

So I assume the whole time the file was in temporary memory, and that's why it's gone. But then again, I opened the file already after downloading it from outlook. On my PC, that would be easy to recover though. But how come I could add comments, if it wasn't really saved, and all of a sudden it prodded with the "read only" mode?

I know I won't be able to get help by Monday... probably never, but let me know what to do next time to avoid this.

-Tuomas--

Report · Sep 21, 2021

Hi @Tuomas5DBB

Hope you are doing well!

Sorry for delayed response. Could you please check the Adobe you are signed in with. Make sure you use same ID while working on PDF. For more help : https://www.adobe.com/devnet-docs/acrobat/android/en/settings.html#view-your-subscriptions

Also, the files do take some time to get visible on Document cloud. I request you to check again and see if you can see the comments.

We will be waiting for your response. Once we've got that information from you, we can take a closer look.

Regards

Ria

Report · Sep 21, 2021

Hi,

thanks for your answer. I'm afraid this is long overdue, the project has been redone over a month ago.

But no, the file doesn't show up in my Document cloud, so there's also no comments to look at. I have only one account, so I used that one.

Let me be a bit clearer: I did not save a physical copy, since downloading via Chrome on my tablet opens the file on Adobe Reader automatically. This is where I assumed a physical copy would have been downloaded somewhere, this was a 400 page pdf after all. I had the document open on my tablet (saved, but not closed). I connected the tablet for the night to load the batter and to continue in the morning. I've noticed this tends to erase some of the active memory, since all the apps close. Usually most apps have short term memory saved though, so I can continue from the same video, word-document etc. Adobe Reader had closed as well, but opening it, the file I was working on had disappeared without a trace. Is if I had been working with just a reflection of the file. This is however a file I had been working on for 3 days.

I found several threads asking for a physical copy of the pdf. Maybe you should look into that for customer support?

best

Tuomas