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Commenting tools in reviews don't work anymore (disabled)

Explorer ,
Feb 06, 2023 Feb 06, 2023

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Hello everyone, 

I've checked in the community and couldn't fined the issue I'm experiencing.

 

I've been using reviews for more than a year and didn't have any problem whatsoever: the SMEs could comment using the highlight feature or the "pin" feature and I could work on those comment in RoboHelp (my current version is Version 2020.8.34).

 

Now 2023 comes and today I sent out the very first review of the new year, but my SMEs now tell me all commenting tools are disabled (see attached pic).
The comment box works, but I can't really associate a comment with the corresponding text in my topic, this is not very useful...

 

The SMEs are all logged in their correct adobe account (as I am) and the Creative Cloud Desktop app is up to date, with no issue notified.

I really don't know that to do... is it a bug?
Thank you all!

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Community Expert ,
Feb 06, 2023 Feb 06, 2023

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I think I recall seeing several recent posts about reviewing failing (even with RH2022) - I suspect it's something in the Adobe Cloud that's messing everyone up. I would ping the RH folks - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp. 

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Explorer ,
Feb 07, 2023 Feb 07, 2023

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Hi @Jeff_Coatsworth , thanks a lot.

I pinged the guys of the support team. I'll keep this thread updated when (and if) they'll answer...

 

 

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Explorer ,
Feb 08, 2023 Feb 08, 2023

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Hey there,

quick update. They answered my email telling me to clear my browser’s cache, cookies & temp files. If that didn't help, they suggested to open the review URL in incognito mode or on a different Internet browser and check.

The problem is still there, as you can imagine.
Not very helpful so far...

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