Adobe Acrobat showing some text as white boxes in downloaded PDFs

[David251756581syf]

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.

[office_8091]

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

[Khaldun]

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

[S. S]

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

[Ravi Gour · Accepted solution]

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

[FRahman]

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

any word on how to address?

[susan_2379]

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]

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

[Adam363357620p1z]

Update worked for my client

[S. S]

Thanks, @Adam363357620p1z, for letting us know that it works.

-Souvik

[David251756581syf]

The update worked for us. Thank you.

[FRahman]

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