Today’s update for iPad, version 24.08, has major bug: images fail to display in pdfs

[daniel_1835]

I updated the Adobe app for iPad today, and now images fail to display in the PDF I was reading.

I have tried killing and restarting the app, and I have tried rebooting the iPad.

Neither resolves the problem.

[sprinklr-integration-user]

Hi @daniel_1835

I hope this message finds you well. I am sorry for any inconvenience you’re experiencing.

Since you’ve already tried restarting the application and rebooting your iPad without success, I’d like to gather some additional details to better understand the problem.

Could you please provide the following information?

1. Error Message: When you try to open the PDF files with images, do you receive any error message? If so, could you kindly share a screenshot of the error? This will help us pinpoint the issue more accurately.

2. File-Specific Issue: Is this problem occurring with a specific PDF file, or does it affect all PDF files with images on your iPad? Understanding whether this is a widespread issue or isolated to one document will guide our next steps.

3. Video Recording: If possible, a short video recording showing the steps you are taking to open the PDF files and where the issue occurs would be extremely helpful. This will provide us with a clearer picture of the situation and allow us to provide more precise assistance.

Once we have this information, we’ll be in a much better position to troubleshoot and resolve the issue.

Thank you for your cooperation and patience. I look forward to your response and to getting this matter resolved for you.

~Amal

[daniel_1835]

Amal, 

Thank you for the prompt response.

More info:

The same problem occurs on both my iPad (iPad Pro (12.9-inch) (5th generation), iPadOS 17.6.1 (21G93)) and my iPhone (iPhone 13 Pro, iOS 17.6.1 (21G93)).

The PDF is large (172.5 MB) but has never had this problem before.

1)  There is no error message.  The file opens, the text appears as expected but none of the images appear.

2) The problem does occur with some of my other PDFs, one is 44 MB; a smaller one is only 2.7 MB.

3)  A short video demonstrating the problem has been attached.  Note that all of the pages flipped through have images (as well as many in the Pages view).

I suggest you have your developers review the changes that went into the recent release, especially with respect to menory management.

Dan

[Amal.]

Hi @daniel_1835 

Thank you for providing the details. Could you please also check if the issue occurs with the Welcome PDF?

Additionally, it would be helpful if you could share a sample PDF file with us so that we can investigate the issue on our end.

~Amal

[daniel_1835]

If I ever had the Welcome PDF, it must have been deleted years ago.

However, an example of a PDF that used to be readable but no longer is can be found at:

https://archive.org/details/AnnemannsMiraclesOfCardMagic
(Choose "PDF" under "DOWNLOAD OPTIONS").

[sprinklr-integration-user]

Hi @daniel_1835

Thank you for providing the information. We’re currently reviewing it with our engineering team and will update you as soon as we have more details.

~Amal

[Amal.]

Hi @daniel_1835 

I've logged a ticket with the engineering team and will share more details as soon as I receive an update.

Thank you for understanding.

~Amal

[karla_0213]

Any update? The issue seems to be large images not displaying. 

[L_7928]

I've had this problem as well with one of my large pdf files (about 533 Mb); it used to show the images with no problem only about a week or two ago, but now images do not show. I've never had this problem before.

[L_7928]

In addition to not being able to see images in a large pdf document, I cannot slide pdf files into folders now for some reason. This is very frustrating and is quickly making Acrobat useless for pdf viewing and managing files. At one point today, the screen showed files and folders together which allowed file sliding into folders, but then it disappeared again. I'm not sure what's going on

[vishanka_6455]

I was using the adobe app in m ipad to read and make notes on my study notes in last cople of months. But from from yesterday, I cannot see any image in any my PDF. I try to reinstall the app, try different PDF files, try to use storage (icloud & on ipad), but I cannot fix this. Please, I needto fix this as soon as possible.

[sprinklr-integration-user]

Hi @vishanka_6455

I hope you’re doing well. I’m sorry to hear about the trouble you’re experiencing. To assist you more effectively, could you please provide some additional details?

Firstly, are you encountering any error messages when trying to open PDF files with images? If so, could you share a screenshot of the error message? This will help us understand the issue more clearly.

Also, please let us know if the problem is specific to one particular PDF file or if it affects all PDFs with images on your iPad. This distinction will help us determine whether the issue is isolated or more widespread.

If you can, a brief video showing the steps you’re taking to open the PDF files and where the problem occurs would be extremely helpful. This will give us a better view of the situation and allow us to provide more targeted assistance.

Looking forward to your response and to getting this matter addressed.

~Amal

[dwight_ashley_9382]

Hello. Had the same issue as well. It looks like this

[dwight_ashley_9382]

For your reference, I am using Adobe Acrobat for iOS (Ipad Pro)

[vishanka_6455]

Hi

I’m having PDF s relating to my studies. Any of the PDF, it does not show images. It was showing previously.

And no error message pop up when opening. It is usual as before.

Please help me to fix this as soon as possible
Thank you

Sent from Outlook for iOS<>

[sprinklr-integration-user]

Hi @vishanka_6455

I’m sorry to hear about the difficulties you’re experiencing. I can only imagine how frustrating this must be for you.

Please rest assured that we’re taking this seriously. Please give us some time to get this issue checked with our engineering team. We’ll update you on our progress and let you know as soon as we have more information.

Thank you for your patience and understanding during this time.

~Amal

[Amal.]

Hi @vishanka_6455 @dwight_ashley_9382 

I've logged a ticket with the engineering team and will share more details as soon as I receive an update.

Thank you for understanding.

~Amal

[vishanka_6455]

Thank you for your feedback

Sent from Outlook for iOS<>

[Luis29236487az2c]

I think the problem with this update is not just disappearing images but also scanned documents or documents downloaded from archive.org (which are often heavy and lag when scrolling). In the case of scanned documents, there are several pages which appear blank; in the case of documents from archive.org, all pages appear blank (and the only elements still visible are highlights, even if the text does not appear). These documents have had no problems in the past and they display normally on other pdf apps or on Acrobat on desktop. This happened after the last update both on ipad and on iphone.

[taran_5223]

I am also having the same issue - my version just got updated this month to 24.08.00 and it's when PDFs with images stopped working while it was working last month for 24.07.00 version. The size of the PDF is about 15MB. This is really frustrating me as my productivity has been negatively impacted. Would truly appreciate support from the team here, thanks.

[sprinklr-integration-user]

Hi @daniel_1835

Thank you for reaching out to us, I am sorry for the trouble.

We want to assure you that our engineering team is fully aware of the problem and is working diligently to resolve it. Rest assured, the fix is a top priority and will be included in one of our upcoming updates.

We truly appreciate your understanding and patience as we work to improve your experience.

If you have any further questions or concerns, please don't hesitate to let us know.

Thank you for your continued support.

~Amal

[osmyrjr]

Same problem.

[default3r3qhg8x9tez]

I am having the exact same issue. as Daniel. 

[Paulina26330346ifoi]

Have the same issue . Can't work on any of my documents since August 13th

[andrew_8132]

I'm having the exact same issue.