Feedback Regarding an Issue with Adobe Acrobat

[tanya_7325]

Hi,

I would like to share my experience using Adobe Acrobat.

In 2023, I filled out my tax form and saved it on my laptop using Adobe Acrobat. Later, when I needed to check some information from that form, I opened the saved file and found it completely blank. I was shocked. At first, I assumed I had made a mistake and hadn’t saved the form properly.

I tried to work around the issue without the original form, which caused me a great deal of inconvenience.

A year later, after purchasing a new laptop, I transferred all my important files to the new device. To my surprise, when I opened the same PDF file on the new laptop, the completed form—with all the data—was visible. However, without making any changes, I closed the file. When I reopened it again, it was blank. I was completely confused.

I’ve always relied on Adobe Acrobat, so I began searching for answers online. I came across information suggesting that this issue might be caused by differences in program versions (older vs. newer) or the use of Adobe Reader instead of Adobe Acrobat. Someone recommended trying the web version of Adobe Acrobat, and thankfully, that helped—I was able to access my completed document.

While I’m relieved the data wasn’t lost, this experience has left me concerned. How can users confidently rely on your product if such inconsistencies can occur, especially with important documents like tax forms?

I hope you will take this feedback seriously and look into ways to improve the reliability and consistency across different versions and platforms.

Thank you for your time.

Best regards,

Tanya

[try67]

I can think of two possible reasons this would happen:

- The file is corrupt. This can happen when it is created using a non-conforming application. It can sometimes be solved, but usually it requires re-creating the file.

- The file contains a script that reset the form data when you open it.

You can test if that's the case by going to Menu - Preferences - JavaScript and disable JS entirely before opening the file. If the data appears, you'll know that's the reason. If the issue persists even with JS turned off, it's probably a more structural issue, and more difficult to solve (especially without seeing the actual file).

[tanya_7325]

Thank you for your advice. I tried the second suggestion, but unfortunately, it didn’t help. As for the first one, I’m not able to give a clear answer, as a lot of time has passed since I created the file and I no longer remember the details.

I truly appreciate your help and support.

[Tariq Ahmad Dar]

Hi @tanya_7325, 

Sorry for the troubled experience. Could you try opening the file in Google Chrome, launch Google Chrome, hold Ctrl/Cmd + O > Open file dialog, locate the file, and check if the file renders fine? 

If the files open normally, you can check for pending updates for Acrobat by launching Acrobat > Help > Check For Updates. 

And then try opening the file again. 

You may also share the file with us, and we will try to review it.

If you can't share the file publicly, upload files to any cloud drive and share the link via private message. To send a private message, click on the envelope icon in the top right corner.  

~Tariq

[tanya_7325]

Hello Tariq,

Thank you for your response.

Regarding your suggestion to open the file in Google Chrome—yes, the file opened correctly there.

I also checked for updates and received the message: "No updates available."

I’m sorry, but I’m unable to share the file as it contains private information.

Sincerely,
Tanya

[Tariq Ahmad Dar]

Hi @tanya_7325, 

Thank you for sharing your observations. It appears that there is a file rendering issue with Acrobat. We will need access to the file to further investigate whether the issue is related to the file or Acrobat itself. I understand your hesitation in sharing the file, and I respect that. 

If you want to check the issue with the file, you may try the preflight tool options. You can use the Preflight tool to fix many errors in a document. You add error corrections, called fixups, to a profile to do this. The fixup automatically corrects the problem, if possible, or provides information so that you can correct the problem in the source file. A profile with a fixup has the gray wrench icon next to it. An outline of a wrench means no fixups are associated with the profile: https://adobe.ly/3Rp9epK;

Let us know if you have further questions. 

~Tariq