form is filled in, but filled in information won't print

[tosclerk54292105]

I am using Adobe Acrobat Pro DC, version 2019.012.20034.

A customer completed a fillable form that we created and emailed it back with a signature.  When we open the form, we can see that everything is filled out correctly; however, when we print it, the information that was filled in, will not print.  The signature DOES print out, but the rest doesn't.  We also get the error message, "An error exists on this page. Acrobat may not display the page correctly.  Please contact the person who created the PDF document to correct the problem."

Since I am the person that created the PDF document, how do I correct this???

[try67]

Ask them what application they used to open the file with...

[tosclerk54292105]

when you say "ask them" are you referring to the customer that filled in the document?

[try67]

Yes.

[tosclerk54292105]

Before I bother that customer, why would I need to know that?

If the error is due to something the 'creator' of the form did, why would it matter what the customer opened the form up with?

[try67]

Because many PDF applications are known to cause issues with form fields in various ways, so the issue is very likely with how they're filling in the file, as opposed to how you created it. As a general rule of thumb, for best results they should be using Adobe software, like Adobe Reader, to open the files and fill in the fields.

[tosclerk54292105]

Thank you very much for your help.  I will include a disclaimer on the form for future customers.

Do you have any suggestions on how we can print out the completed form now?  I've noticed there are answers regarding printing it as an image; but that didn't work for us.

[try67]

Again, if you find out what application was used it will be easier to help you out, as we already know what kind of issues to expect with various applications.

If they user Apple Preview, for example, one possible workaround would be to export the form data and then import it back into the file.

[tosclerk54292105]

We finally received a response from the end user on that form.  They claim they used Adobe to fill it in.  *shrug*

[try67]

I highly doubt it. Ask them to send full-window screenshots.

[tosclerk54292105]

I don't believe I want to ask our customer that.  I'm afraid he will get annoyed and our business can't justify it.  I think I will put the disclaimer on our form and hopefully we don't have this issue again.

Thank you for your help, though!

[gkaiseril]

It is possible that they use one of the comment tools to fill in the form. You could try flattening a copy of the  PDF and that would force all form field contents, comments, etc to become part of the PDF. Other wise you may need to fill-in a form from the user provided form.

Since the customer responded "Adobe" they clearly are not experienced in knowing about computer companies and their products, let alone debug an issue on a computer.