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Cannot "Resolve" all comments in PDF

Explorer ,
Aug 04, 2022 Aug 04, 2022

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We use Acrobat cloud as part of our content review process, but it is proving to be very difficult to rely on as we are only able to mark about 80% of the comments in any given document (PDF) as resolved. 

 

For example, the latest document had 23 comment in it, which I addressed, and attempted to mark each comment as "Resolved", however 6 of the comments will not update to the "Resolved" state, no matter how many times I click the three dots and select "Resolved".  The comments just sit in an unresolved state and will not update.  In fact, on one comment, I don't even have the option to select "Resolve", it's just not there.

 

Any ideas?  This is happening on any document and in both Chrome and Safari for Mac.

 

  

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Comment markup and annotate

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Community Expert ,
Aug 07, 2022 Aug 07, 2022

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Does it happen if you open the file in Acrobat directly, not inside a browser window?

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Explorer ,
Aug 10, 2022 Aug 10, 2022

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Yes, but the behavior is even more confusing.  The comments that show as unresolved in the browser are somehow marked as resolved in Acrobat, but not labeled as such.  In other words, the comments do not have the unresolved label on them, but when you try to mark them resolved, "Resolve" is grayed out but "Unresolve" is selectable.

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Adobe Employee ,
Aug 14, 2022 Aug 14, 2022

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Hi BradOliver,

 

Thank you for reaching out.

 

Would you mind sharing a screen recording showing what does not work? It will help us to investigate it further.

Please confirm if this happens with some particular type of files.

Did you share the PDF or receive it for review?

If possible, would you mind sharing the PDF? 

 

Thanks,

Meenakshi

 

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New Here ,
Sep 14, 2022 Sep 14, 2022

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I am having the same problem!

It's like Acrobat just randomly picks which comments it will resolve and which ones will revert back to unresolved in a couple of minutes. It even does that with some comments that I delete...scrolling past the page and boom, deleted comment has made it's way back in.

Very frustrating and hard to track changes when it won't resolve!

I've had this happen on numerous docs, so it's not like it's just the one doc is having issues.

 

I don't have any help for you, just a shared frustration!

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Adobe Employee ,
Sep 14, 2022 Sep 14, 2022

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Hi ilanamcmorran,

 

Sorry for the trouble caused.

 

It would be helpful if you could share a small recording of the issue.

Share the current Acrobat and OS versions.

We are investigating this issue, and more information will help.

 

Thanks,

Meenakshi

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Community Beginner ,
Nov 17, 2022 Nov 17, 2022

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Waiting for a response. Having the same problem with Acrobat 2022.003.20258 on Monteray 12.5.1. I shared the PDF. Happens on multiple documents.

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Explorer ,
Mar 19, 2024 Mar 19, 2024

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I have had similar issues with "resolving" comments. I have several comments which in turn are replied to and all replying comments are linked. When I mark the main comment resolved, the replies are seperated into their own new comments! It makes it very confusing because they look like new issues to deal with and leaves for a messy editing phase.

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Explorer ,
Mar 19, 2024 Mar 19, 2024

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Version: Adobe Acrobat Pro v. 2024.001.20604 64-bit
OS: Windows Pro 11 v. 22H2

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Adobe Employee ,
Apr 11, 2024 Apr 11, 2024

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Hi GoombaGurl,

 

Thank you for reaching out, and sorry about the delay in response.

 

If the issue still occurs, please share the screen recording of the workflow for better understanding. 

Does this happen with the document shared with others?

More information would help us to investigate this behavior.

 

Thanks,

Meenakshi

 

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Explorer ,
Jul 10, 2024 Jul 10, 2024

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I have observed all the comments you post in response and i know a delay tactic when I see one. Why don't you just say "Adobe is at a loss and either doesn't have the know how to fix it, or their CEOs don't want to spend money/time to fix it."

 

Bottom line is, you have MULTIPLE comments from multiple people who have reported the issue to you with multiple sources of information. Most people won't know how to share a screen recording or want to.

 

Another pathetic example of Adobe's lack of customer support. Sad.

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Adobe Employee ,
Jul 11, 2024 Jul 11, 2024

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Hi GoombaGurl,

 

Sorry for the trouble caused.

 

We require some basic information to investigate the behavior. We tried replicating the behavior on our end, but it was not reproducible. 

We have the screen recording. However, we need to confirm whether it happens when sharing the desktop application or the web. Would you mind confirming this? It will help us to share the correct information with the team for further investigation. 

 

Thanks,

Meenakshi

 

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New Here ,
Jul 03, 2024 Jul 03, 2024

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Was there ever an answer to this? I'm having the same problem. I mark it as resolved, it turns green, disappears, and then reappears moments later. Have tried hiding resolved comments and makes no difference. 

 

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Adobe Employee ,
Jul 10, 2024 Jul 10, 2024

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Hi default14lcotinal5d,

 

Thank you for reaching out and sharing the screen recording.

 

We need more information to investigate this behavior further. Please share the following details:

- Does this happen with all PDFs? Is it an issue with the files shared with others for commenting?

- Are you using the desktop application or the Acrobat Online account?

- If using the desktop application, share the Acrobat and OS version. 

We look forward to hearing this information. 

 

Thanks,

Meenakshi

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Adobe Employee ,
Jul 11, 2024 Jul 11, 2024

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Hi default14lcotinal5d,

 

The team is investigating this issue and looking for the below information.

Please confirm if you are using any filters for the comments. If yes, try removing all the filters and check if you still experience the same behavior when resolving the comments.

 

Let us know how it goes. 

 

Thanks,

Meenakshi

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