Duplicated text when file is returned after signature.

[alonzoh67585098]

Hello,

This is a difficult issue to describe because it changes depending on what OS/Adobe Product combination you use to open the file.

We have a PMR form. someone gets the form and fills it out. It has text fields and table that auto calculates totals. It also has signature fields for digital signatures.

After the form is filled and signed and comes back in email from being signed it will present what appears to be copies of the text in the form area with smaller underlying text and causes a scrambled look.

I would appreciate ideas on the cause of this.

Thank you.

[George_Johnson · Accepted solution]

When you open that latest form that you posted, you'll notice that the PDF Producer is "iPhone OS 11.4.1 Quartz PDFContext" when you select: File > Properties > Description

indicating that the form was saved by someone using an iPhone and its built-in PDF viewer. This is what has corrupted the form and is the root of the problems you're seeing. The same/similar thing will happen when using Preview on a Mac. Whoever is doing that has to stop and only use the desktop versions of Acrobat/Reader when working with this form.

[Test Screen Name]

What EXACT software does the client use to fill and sign the form? Including version. Note the actual software being used; don't assume that just because Acrobat Reader is installed that it is the software actually used at any point.

[alonzoh67585098]

We have had the issue in Adobe Acrobat X, Adobe Reader DC but if I opened in Chrome on my Windows 10 computer that has Adobe reader extension 15.1.0.6 it does not have issue BUT when I saved the file (on a different machine Win7) in Acrobat 9 (where it didn't show the issue) and then open the same file on my Windows 10 in Chrome, it shows the issue.

My computer = Windows 10, Adobe Reader DC version 18.011.20058.33888, Chrome v66.0.3359 Adobe extension 15.1.0.6

Other computer = Windows 7, Adobe Acrobat Std 9.0, Adobe Reader DC 2017.012.20098, Chrome 68.0.3440.106

Original reporting machine is Windows 7 with Adobe Acrobat Std X and Adobe Reader DC (don't have specific version info).

Above computer displays properly until after I save in Acrobat 9, then open in Chrome. In Chrome it shows the double text but still shows normal in Adobe; But if I move the file and open on my Windows 10 machine it shows doubled text even in Chrome (previously normal).

[Test Screen Name]

If you're opening it in Chrome you are not using any Adobe technology. Any weird things on screen should be reported to Google, who make Chome and its PDF viewer.

[alonzoh67585098]

The issue is in the Adobe products. Acrobat and Reader. I bring up Chrome because I had originally thought that opening it in a browser would be a work around for the person but then found that after saving the file in Acrobat 9 it exhibited the issue even opening in chrome.

If no Adobe product is involved when opening in Chrome then why does Adobe provide a browser extension? I do know that Chrome will display a PDF without the extension but when the extension is installed and enabled then it would affect the display of a PDF, No?

Thank you.

[Test Screen Name]

No, the extension has no effect on display. As I said, no Adobe technology is involved. At one time there was an Adobe browser extension to show PDF files. Google blocked it, and it can no longer be used. The Chrome Acrobat extension is for PDF creation only.

I probably missed it, but I couldn't find in your description a case where Adobe software was showing the file incorrectly. Only Google software.

[alonzoh67585098]

The original post and image are what it looks like in Adobe Std X, Adobe Reader DC after getting signatures and coming back in an email.

[Test Screen Name]

Ok, let's focus on the display in Reader DC, as it's the most up to date. You are seeing, by the looks of it, fields filled in twice in two different fonts at the same time. I think that's what I'm seeing. Since you are seeing it in two different company's viewers (so Chrome is useful here) I think we can assume the PDF really has been messed up by something.

So, let's take a step back to how it was signed. Exactly how was this done, with what software?

[alonzoh67585098]

Original is opened by person that is making an order. They sign "Requested By".

After filling it out it is emailed to Manager and it gets signed, then emailed to Purchasing, and gets priced and signed.

It then goes to Admin for final signature and gets final document with all signatures returned to requester.

Most all of this is done in Adobe Reader. Some people may have Adobe Standard and may open it in that along the way. I don't know for sure.

[George_Johnson]

It would be helpful to be able to examine the original blank form. Are you able to post it somewhere so we can take a look?

[alonzoh67585098]

Here is a link to download from Google Drive

PMR-Form.pdf - Google Drive

Thank you.

[George_Johnson]

The blank form looks fine. You'll notice that on some of the numeric fields that the formatting isn't applied (e.g., instead if $97.90, it shows 97.9). This type of formatting is done with JavaScript, which leads me to believe that something other than Acrobat/Reader was used, or perhaps someone had JavaScript disabled. I can't explain the double appearances without a sample filled-in form that exhibits this behavior.

[alonzoh67585098]

Here is a sample of the file with issue. It may not present issue to you depending on what you open it with.

PMR-Form-with-issue1.pdf - Google Drive

[George_Johnson · Accepted solution]

When you open that latest form that you posted, you'll notice that the PDF Producer is "iPhone OS 11.4.1 Quartz PDFContext" when you select: File > Properties > Description

indicating that the form was saved by someone using an iPhone and its built-in PDF viewer. This is what has corrupted the form and is the root of the problems you're seeing. The same/similar thing will happen when using Preview on a Mac. Whoever is doing that has to stop and only use the desktop versions of Acrobat/Reader when working with this form.

[alonzoh67585098]

Thanks George.

I will have them try anyways but do you think it should be okay if they download the official Adobe Reader application to the iPad/iPhone?

The top level people use that to sign pretty much all of these types of forms.

Thanks Again.

[alonzoh67585098]

Okay. I tested and was able to replicate the issue by signing on my iPhone. I was able to open in Adobe Reader on iPhone and sign without corruption.

I wonder if it has to do with the signature fields; in the desktop version of Reader, when you sign it forces a encrypted digital signature but in the iOS version and the built in viewer it just basically allows you to draw your signature.

Thanks all.

[George_Johnson]

The mobile versions don't allow digital signatures. An alternative to digital signatures are e-signatures, as provided by Adobe Sign. The advantage is that an Adobe Sign form can be used on mobile devices. The downside is JavaScript isn't supported, so that calculations you've set up won't work.

It's possible to support both types of forms with a single form in a workflow, but really only if the e-signatures come after the dynamic part of the form (e.g., automatic calculations) is complete. It would have to be something like this:

1. First user fills-in interactive form that includes automatic calculations and other smart form features.

2. When the form is complete, most of the fields are flattened except for those that will be used in the Adobe Sign process.

3. First user then send the form to Adobe Sign to be signed by the other users.

4. Adobe Sign takes over until all have signed.

All of this assumes you need the security/authentication/non-repudiation that digital and e-signatures can provide, as opposed to just having the user type in their name in a regular text field or make a scribble.

[Test Screen Name]

I would test that thoroughly yourself, rather than ask them to do something that might not work. The mobile apps are very limited, and you can never assume they can do the same things, or do them as well, as the desktop ones.

[alonzoh67585098]

Thank you TSN.

[travis_9501 · Accepted solution]

I had this happen again today - There is an easy workaround.

Step 1 - Open the PDF document you are having the issue within Google Chrome, using it's inbuilt reader. You should find the document looks great in there.

Step 2 - Using Chrome's inbuilt option in the broswer,  select "Print to PDF". It will open it as a PDF and you can "save" this new file as a PDF locally on your machine.

That's it, you'll find it opens perfectly after that.

[S. S]

Hi @travis_9501,

Hope you are doing well. 

Thanks for writing about what worked for you. 

Marking this as a correct answer for future users to use as a reference.

-Souvik