Acrobat Sign putting a blank text box in front of a filled in field

Report · Oct 12, 2023

Hi,

I have created an agreement in the web version of adobe, sent it out for signature. It's been filled in signed and sent back and yet both fields that I and the participant filled in were blank. I exported as a csv and could see that the data was there but not showing up.

Through some trouble shooting I fixed the issue by opening the pdf in mac preview clicking the field, finding it was an empty text box, moving it out the way and the data was underneath.

I've tested this by sending it to myself to make sure I am using acorbat to fill in the form and it did the same thing.

What I would like to know is, am I doing something wrong with the set up? What should I be doing differently for this not to happen?

TIA

Report · Oct 16, 2023

Hi freelance27628727kmzk,

Thank you for reaching out.

As mentioned, the form fields on the filled and signed documents are not showing. Is that correct?

If yes, please let us know if this happened with a particular agreement or with others.

Try testing by sending the document to your alternate email address using the same steps. Also, do a screen recording of all the steps and share it with us. It will help us to understand the workflow and the issue.

If you are using a template or PDF to send the document signature, share the copy of that template/ PDF with us.

We will get this workflow checked.

Thanks,

Meenakshi

Report · Oct 16, 2023

Hi There,

It's not that they aren't showing per sé, more that they are covered by a text box with a white background.

It's only happening with one agreement. As mentioned, I've already tested it by sending it to an alternative email address (one of my own) and it's still making the same error.

I've attached the PDF that I've used as the template for review.

Cheers
Libby

Report · Oct 20, 2023

Hi freelance27628727kmzk,

Thank you for sharing the PDF.

We tried to replicate the behavior with the file you shared. However, it worked fine on our end.

Would you mind sharing a screen recording of how you send the document and what fields you fill in the form? Try sending the document using the same workflow to your alternate email address.

Thanks,

Meenakshi