Check boxes in interactive PDF not working for everyone

[Estelle29218111l65c]

Hi there.,

I used Adobe pro to create an interactive PDF/form for a client where there are some checkboxes to click.

I have set it so that only one checkbox can be clicked on at a time - so only one can be selected within the range of options. To stop people giving multiple answers.

I followed the guidance to do that -e.g to give checkboxes the same name but different export values.

The PDF works fine for me, on a Mac and a Windows laptop. I can select any of the checkboxes.

But the client is reporting that it doesn't work for them when they open it in Adobe.

I don't think the checkboxes are read only - the client said he can click on the boxes ok when he opens it in Edge PDF viewer. But his colleague cannot select some of the checkboxes when opened in Adobe apparently.

Does anyone know of any glitches or settings that could be causing this? 

Thank you 🙂

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

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[try67]

Yes. Most browser PDF plugins are pretty bad, especially when it comes to fields and scripts.

Instruct them to save the file and then open it in Adobe Reader if they want it to work properly.

[Estelle29218111l65c]

Thanks so much for your reply.

The issue is that this PDF will be going out to the public as a public consultation.

I can't risk checkboxes only working on some people's computers.

So if I can't find an easy solution,
I'm thinking that it might be best to revert back to people being able to select all checkboxes at once. Then just adding an instruction "please only select one answer',

It's annoying, though, as surely if it works on one computer, it should do on all of them!?

Adobe - are you doing anything to fix this issue?

Many thanks!


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[try67]

Are you saying it works differently in the same application? I find that very hard to believe. Those users must be using another application.

And Adobe can't do anything to fix the mistakes of others.

[Estelle29218111l65c]

Hi there.

I am using Adobe Acrobat Pro on a Mac. My client was apparently using Edge PDF viewer. It worked for both of us. But his colleague couldn't click on one of the checkboxes when they opened it in Adobe. Which is weird.

Similar issues happened last time I did something for this client.

So it could be something in their settings and /or a glitch on Adobe.

Either way, I can't risk something going out to the public that doesn't work. It either has to automatically work across all systems, or I can't use it.

I have got onto Adobe about this and they said they don't know why it works on some systems and not others.

They suggested using radio buttons instead, which I'll try tomorrow!

Thanks again for your reply.

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[try67]

> But his colleague couldn't click on one of the checkboxes when they opened it in Adobe. 

Are you sure that's what they used? Many people think they use Adobe software, when in fact they don't.

Anyway, unfortunately there's no way to guarantee it will work correctly in all environments. It should, but the naked truth is it doesn't. Which kind of ruins the whole point of PDF forms, which should be globally usable anywhere.

[divyasin]

Hi @Estelle29218111l65c ,

Thanks for reaching out.  What specific software (Acrobat Pro , Acrobat Reader ,Acrobat Web or any other ) client is using is not very clear when they mention they are using Adobe. Can you also share your Acrobat Version and Client (or colleagues) Acrobat Version and OS ?

Regards,

Divya Kumar Singh

[Estelle29218111l65c]

Hi there

Thank you for getting back to me.

I don't know as the client has not told me.

I will see if I can get the information from them and get back to you.

The client who had no problems was using Edge PDF viewer.

All I know is that the client it didn't work for was using Adobe.

They had issues in the past with interactive pdfs so I'm not sure if it's the same problem again.

Like I said, I'll see if I can find out which version.

I was using Adobe Acrobat Pro that I just bought the subscription for on my Mac. IOS 11.7.10

I tested the pdf on my windows laptop and a windows desktop and it was fine.

In the meantime, can you please confirm if you would expect this to work across all systems where the export values on the checkboxes are changed so only one box can be ticked?

Or are there any known glitches or problems where this has not worked before?

For your reference, I called all 3 checkboxes the same name - e.g. checkbox 1.

I then changed the export values to all be different. E.g. yes, no, not sure.

Does that sound correct to you?

Many thanks!




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[JR Boulay]

The simplest and easiest solution is to place your form in a PDF Portfolio.
This way, users are warned if they are not using Acrobat (or Foxit).

[Estelle29218111l65c]

Thanks so much. I contacted Adobe again as radio boxes don't work as you can't deselect one once you've selected it. They were not helpful! So now I'm abandoning the checkbox export value option and suggesting that we go with being able to select all checkboxes.

The customer who tried and failed is a web manager so hopefully she'd know if she was using Adobe or not, but maybe not!

I am suspecting there is a glitch. I'll try to get onto Adobe again but it's painfully slow!

Thanks again for all your help

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