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PaulineHoover
Level 1
October 1, 2026
Question

Any have a support ticket open for proof markups not working

  • October 1, 2026
  • 1 reply
  • 19 views

We have recently identified an intermittent issue where markup annotations on proof comments fail to persist. When a user posts a comment, the text is saved successfully, but the associated markup (such as arrows or bounding boxes) disappears.

I plan to submit a formal support ticket; however, because the issue occurs intermittently, I have been unable to reliably reproduce it in a test environment. This behavior began earlier this month following the recent major proof outage.

Because our transition to Unified Review is still in the planning stages and not anticipated until early 2027, this ongoing glitch poses a significant challenge to our review workflows.

 

Any insights, troubleshooting suggestions, or workarounds would be greatly appreciated.

    1 reply

    skyehansen
    Adobe Champion and Community Advisor
    skyehansenAdobe Champion and Community Advisor
    October 3, 2026

    I’m so sorry this is happening. Could you clarify whether the markup disappears immediately? (so is the reviewer noticing this? or does it happen after the proof is closed?)

    The usual troubleshooting suggestions apply. Whatever you can do to help Support out.

    • is it happening to a particular users, or are all your regulars impacted?
    • is it happening on a particular filetype or are all types impacted?
    • are users on a particular browser, or are all browsers impacted? (did you have anyone switch browsers? sometimes if IT put a new extension on your Chrome browser, you might discover the hard way that this impacts something on a website)
    • did everyone clear their cache and cookies? if it’s chrome, did they check to see if the “New Chrome available” flag is on the upper right corner?
      wild guesses -- you could try asking someone to use an incognito browser for the day and see if things calm down. 
    • if it’s happening regularly enough, you could maybe try and capture it by HAR file (I do understand this is a bit of a burden though, so only do this if you’re reasonably confident of catching it -- not sure how intermittent it is)

    Good luck and keep us posted!

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