Reader & Pro Compatibility Issues ?

[jamieh51883399]

Problems with a client opening scanned documents, Reader DC keeps asking for additional fonts to be added.

I scanned a document into Acrobat X (version 10.1.16), with the "Run OCR" function disabled and any hidden information removed, the document is then saved on my as .pdf   My PC is running Windows 7 Pro 64-bit.

I then e-mail the saved pdf to a client who is running Windows 10 Enterprise with Reader DC as standard on their workstations, but they can't open the sent pdf, only the workstations that have DC Pro on them can open the sent pdf.

If they open the sent pdf on DC Pro and re-save it on their system they still cant open it with the Reader DC... It is still asking for additional fonts to be installed even after all hidden information was removed from the original scan.

This only started happening around end of November up till then there had been no problems.

Looks like there is a compatibility issue between stuff scanned into Adobe X & opening on Reader DC, something else hidden in the saved document that DC reader can't cope with... any suggestions ?

[Test Screen Name]

What exact message do you get about "fonts to be added"?

[jamieh51883399]

Message displayed is

A font package is required to correctly display this page. Click OK to to direct your browser to the add-on from Adobe.com.  Then a bit about having to restart the browser to display the fonts.

Have done a few more tests and it looks like when a document is scanned and created as a pdf, Adobe X and Xi as well as creating the image of the receipts or other pages, they are also creating hidden information that Reader DC is seeing as chinese or other oriental letters and is throwing up this error.  DC Pro seems to be able to detect and ignore the hidden information.

After you carry out the "remove hidden information" function and resave the original scan this sometimes works and allows Reader DC to open the document, if not the only other way is to re-create a new pdf from the existing scanned-in pdf, that then opens on Reader DC ok.

[Test Screen Name]

Ok, this is a normal message, and simply solved by doing what it says. I assume you are doing OCR: this creates hidden information by design - the text on the page. But it's surprising that Acrobat would include CJKV (Chinese, Japanese, Korean, Vietnamese) characters when doing OCR on an English language document.

What exactly do you do to scan these pages to PDF? What Acrobat (or other) options do you choose? It's surprising how many different pieces of software can get involved.

[jamieh51883399]

I scan from my MFD printer/scanner in my office onto PC, this opens by default with Adobe X, and then I save using default settings on Adobe X.  The scanned receipts or signed timesheets then are sent via e-mail to a client for expenses payments.

They open the attachments with Reader DC, which detects the hidden information and throws up the error.  Reader DC is their default pdf viewer,

However if they use DC Pro as the viewer the attachments open ok.

The e-mail part is kind of irelavent as the same issue can be created if I give them the same copies on a memory stick, Reader DC no joy, but DC Pro or older X or Xi works ok.  Other pdf programs I have tried, like PDFXCviewer, also open the files ok.

Why won't Reader DC open the files ?

[jamieh51883399]

Adobe X Acrobat Standard, yes is version 10.1.16

[Test Screen Name]

Ah, that sounds right. Let's just confirm something. You first mentioned "Acrobat X (version 10.1.16)" and now you say "Adobe X". What exactly is this app? Adobe Reader, Acrobat Pro or Acrobat Standard?

[Test Screen Name]

Ok, in Acrobat Standard do you use File > Create > PDF From Scanner to make these files? It doesn't sound like it but I wanted to be sure.

[jamieh51883399]

Never used the "file create" functions from Adobe X, when I scan direct from the MFD the document saves as a pdf with a ScanXX (with XX being the next number in the scanned documents folder), I usually then open and resave the scanned file with the correct documet name into the relevant folder.

For info if I print to pdf from Word or Excel or any other program, the pdf image opens in Adobe X, These files created by print to pdf seem to be ok and open ok on the clients Reader DC program.  All save and create and print to funcions are all done with the default settings in Adobe X.

[Test Screen Name · Accepted solution]

Ok, so let's look at what's happening.

Your scanner software is making the PDF and doing OCR. Acrobat is not involved. Doesn't even need to be on the computer.

The scanner, for some reason, is using CJKV (far eastern) fonts.

Some apps need to download these fonts. Some have them included in the install, and some manage without.

So Reader is working normally in asking for the font download. Just do what it says.

If you want this to stop, see if there is a fix from the scanner maker. (The software division is probably in the far east, so they don't notice). Or, scan with Acrrobat.

[jamieh51883399]

Sorry had to go out & work...

Thanks for confirmng that, I tried the printer manufacturer earlier in the month about this problem but they are saying that the printer / scanner software has anything to do with this...

As for updating the Reader DC, its a global corporate company I'm sending the scanned documents to so not going to be much chance of getting that done.

Will try opening Adobe first at using that to request the scan and see if it makes any difference to what is saved, will update next week once I get back to my own office.

Thanks again.