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Strange issue on using adobe reader on my oneplus

New Here ,
Apr 07, 2023 Apr 07, 2023

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Strange issue faced due to this app. Using Oneplus 9R 5G, Most of the times when I open this app. I could see 2-3 horizontal lines on phone and it turns off. I have to restart. Initially I couldn't figure this out. It looked like some display issue. Went to service center. they couldn't found any issue. Finally found out that whenever I open any pdf. This happens. So I uninstalled this app. Since then it's been 5 months. Haven't faced that issue.

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Android , Crash or freeze

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Adobe Employee ,
Apr 07, 2023 Apr 07, 2023

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Hi @ashish29297649mwfi,

 

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

 

Would you mind sharing a screen recording of the issue you mentioned or a recording from a different device of the lines that appear? 

 

A comparison between opening PDFs on Google Viewer and Acrobat, where you mentioned the lines appearing, would be great.

Also, a few more pieces of information:

1. The application version you are using;

2. The Android version your device is on;

3. Are you using any VPN;

4. How many apps are running in the background.

 

Look forward to hearing from you.

 

-Souvik

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New Here ,
Apr 07, 2023 Apr 07, 2023

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Hi,

This doesn't occur everytime I open this app. Like 1/10 times when I open the app this occurs, So it's difficult to record from another mobile. 2-3 green/red horizontal lines and phone goes blank and turns off. This takes place in 2 seconds max.  It works fine on restarting. I recollected that in the past this issue occurs only after I opened any pdf with this app. 

I started using google pdf app since then. It's working completely fine. 

1. Adobe Reader app version during December to February. I regularly updated the app.

2. Android 13.  OnePlus 9R 5G, Oxygen OS 13. Even in OS 12, I faced same issue.

3. No VPN.

4. Many apps. 20+ all the time. But I don't think it was due to this reason. 12 GB + 12 GB RAM.

 

Also one green line issue comes with OnePlus phones. but in that case it doesn't go away on restarting. They change the display in that scenario..

Initially I thought my mobile will also show that issue. But it was due to adobe reader app. 

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Adobe Employee ,
Apr 07, 2023 Apr 07, 2023

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@ashish29297649mwfi Would you mind giving the application another try?

 

I will be reporting this issue to the team for further investigation and in case you experience the issue again, please reply back here so we can pull the logs from your account (make sure you are logged in using your Adobe account).

 

Thanks,

Souvik.

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