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Error with highlighting to comment on shared pdf

When I select text in the pdf, the select tool works fine, and the correct text is highlighted. When I then click on the add comment pop-up, however, the highlight shifts some characters to the right. Sometimes this isn't a problem, but sometimes it means that the highlight jumps whole words, sentences or paragraphs, so that it's unclear what I'm actually commenting on. Please help!

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Walter

Hi there @cbbb, sorry to hear you're having issues with this.

Can you please clarify if you're using the mobile app to comment on those files or the website?

If it's the latter, have you tried clearing the browser's cache or another browser?

Keep me posted!

cbbb

Hi Walter! I’m using Chrome on a Macbook Air, and I’ve cleared the cache recently to no avail.

Hannah

Sorry to jump in here, @cbbb, but did you get a chance to try from a different browser maybe, or from a private browsing window, to see if there's a difference?

cbbb

Hi Hannah! The issue is much worse on Safari, in both regular and private browsing, which is why I swapped to Chrome in the first place! (highlight jumps and moves before you even try to add a comment), and the same issue is happening in Chrome incognito.

Megan

Hi @cbbb, have you noticed this behavior with a particular file, or all of your PDFs?

Let me know which OS you're using, and the version of your browser, please.

I'd more than appreciate some screenshots of how the text looks when you highlight it, before and after clicking the comment option.

cbbb

Hi @Megan,

Sorry, I dropped off the face of the earth for a bit there!

I'm using Chrome Version 108.0.5359.98 (Official Build) (arm64) on a MacBook Air (M1, 2020) running Monterey Version 12.3

First screenshot: highlighted, but haven't clicked comment button yet:

Second screenshot: have clicked comment button, highlight has jumped left

Thanks!

Caitlin

Megan

Hey @cbbb, would it be okay for me to send you an email, in order for us to have a closer look into this?

cbbb

That would be great! Are you able to do that through my profile, or do you need extra info from me?

Megan

Hi @cbbb, no extra info. I just sent you an email.

Reply back to me, and we'll take it from there.

Cheers!

cbbb

Hi there! I'm still having the same issue, and the last email I received from Parker at Advanced Support was dated 21 Dec 2022 for ticket #20113065. Can you please let me know if there's any progress on this issue?

Jay

Hi @cbbb, thanks for your message. As of yet, there are no updates in relation to this matter.