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Adobe Acrobat showing some text as white boxes in downloaded PDFs

Forum|Forum|1 year ago
September 3, 2024
8 replies
11113 views

I work for a law firm and, since last week, a few staff members are having this issue. They download medical records from a certain medical records company. It opens in a Google Chrome tab and it is fine. They click the Download button and download it...when it opens in Adobe Acrobat Standard desktop app, a lot of the text is little black outlined white boxes.

I know it is a font issue somewhere...I just don't know where. I highlighted some of the white boxes and right-click, copied and then pasted into Word using the same formatting. It is only an arial font...some bold, which our Windows 10 computers certainly have.

So, why is Adobe Acrobat desktop not able to recognize it?

Thanks in advance.

Dave G.

Correct answer Ravi Gour

Hi All,

This issue has been fixed in our latest Acrobat release (version - 24.003.20112). Please update the app to the latest version and let us know if yor are still getting the issue.

P.S :- To update the app to the latest version, you can do Help->Check for updates from with app.

Regards

Ravi

S

susan_2379

Participant

I've had this issue for a while. My only workaround is to open the document in your internet browser (drag drop). It works fine for viewing; I have printed MRO docs to a PDF to remove the boxes.

S_S

Community Manager

Hello Everyone,

We are live with the next release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

A

Adam363357620p1z

Participant

Update worked for my client

R

Ravi GourCorrect answer

Adobe Employee

Hi All,

This issue has been fixed in our latest Acrobat release (version - 24.003.20112). Please update the app to the latest version and let us know if yor are still getting the issue.

P.S :- To update the app to the latest version, you can do Help->Check for updates from with app.

Regards

Ravi

F

FRahman

Participant

hi, I have the most updated version and started having this issue last week.

any word on how to address?

O

office_8091

Participant

Hello all,

I was struggling with the same problem for a week now. Not sure if this problem started after the adobe update or after the window update. For our office is happening only with medical records of hospitals. Anyhow I came up with 2 solutions that work for us at least. Both of them are temporarly somehow, because Adobe has to fix this once for all.

1. Open the file with the browser, not with adobe.

2. When in Adobe under All tools select Compress a PDF, select Preflight, PDF fixups, Convert fonts to outlines, Analyze and fix.

I tried to illustrate the steps with pictures. Hopefully this will solve your problem

K

Khaldun

Participant

We dont have preflight but reducing the file size does work.

S_S

Community Manager

Thanks @Khaldun @office_8091 for sharing the workarounds.

While this works for you, we are keen to fix this to prevent any further issues with your experience with Acrobat.

Your taking the time to share such workarounds is always appreciated.

Thanks for the support!

-Souvik

T

Tariq Ahmad

Community Manager

Hi @David251756581syf @William32836449buil @Adam363357620p1z

If you have the latest version installed on your machines: 2024.003.20054 https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html, you are still experiencing the issue.

I want to update you that we’re aware of the issue and assure you that our team has identified the fix. We’re working on implementing it as soon as possible. Once the fix is available, we will update this discussion.

In the meantime, we appreciate your patience and understanding. If you have any other questions or concerns, please don’t hesitate to let us know.

Thanks, Tariq.

D

David251756581syfAuthor

Participating Frequently

Thanks for the updare, Tariq.

W

William32836449buil

Participant

Same issue here. Law firm receiving records from medical records facility.

- Windows 10 64 bit

- Adobe Acrobat Pro 64 bit 2024.003.20054

- The files having issues with the font are from a specific medical provider. Not the same as OP but they use the same formatting. The records look exactly the same.

D

David251756581syfAuthor

Participating Frequently

William, out of curiosity, is the medical record provider MRO?

W

William32836449buil

Participant

Yes it is. I had the thought that it was MRO's records software that is having issues but the Adobe team above said they are working on a fix. So, not sure on who's end it is.

A

Adam363357620p1z

Participant

Also seeing the same issue with a client from a law firm, dowloading medical documents and getting the white boxes for some of the text. Posting to stay updated on this

T

Tariq Ahmad

Community Manager

Hi, @Adam363357620p1z - thank you for reaching out and sharing your observation. Sorry for the troubling experience.

Would it be possible to share more details, like:

OS name and version
Acrobat version number: https://helpx.adobe.com/acrobat/kb/identify-product-version.html
Is this happening with all documents?

~Tariq

A

Adam363357620p1z

Participant

Sure,

Windows 11 Home Premium Edition (Build 22000) (64-bit) (Release ID 21H2)

Adobe Acrobat (24.003.20054)

Seems to just be happening with these medical documents that were downloaded.

Checked for updates and it said it was up to date. Tried repairing install and didn't seem to help.

A

AtulPuri

Adobe Employee

Hi David,

We in Adobe Acrobat team released a patch for a related issue recently. Could you please try updating Acrobat by choosing "Menu" -> "Help" -> "Check for Updates" and let us know if it resolved the reported issue?

thanks.