Mac OS 15.3.2 Acrobat Reader Fonts not visible

[Joelob22]

After update to Mac OS 15.3.2 I’m no longer able to view any of my pdf files sent from Chase bank! All are redacted with only lines and graphics visible. The remainder of the page is white . Encoding of words/numbers: gone! Next to each file name In acrobat: xxx.pdf (SECURED). Adobe- fix your mess please

Mac OS 15.3.2 Acrobat Reader Fonts not visible

(Title optimized by Adobe Moderator)

[46022312250614]

Pretty much the same issue for me, except with Bank of America - the bank logo and a few lines display, but no text, etc.

Old/previously downloaded pdf bank/credit card statements (that were known to be good) will no longer open/display properly using Acrobat. But the glitch is limited to Acrobat, as the same documents open/display properly using either the MacOS Preview.app or Safari. 

The problem is not universal - other pdf documents (including from other financial institutions) appear to work OK. So there seems to be something specific about the way Acrobat Pro handles these Bank of America (and Chase) pdf documents that is broken. An attempt to contact Adobe technical support was unsuccessful (closed for weekend - will try again on Monday).

This needs to be fixed promptly!

More info: 

Product: Adobe Acrobat Pro Continuous Release Version 2025.001.20432

System: MacOS Sequoia 15.3.2

[jhfergusonv]

Same for me for Bank of America, Synchrony, and Target. I can open the documents in Preview and export them as pdf/A, or print to PDF but then the resolution is poor once I reopen in Acrobat. The two images below are of the same statement; one opened in Preview, and the other in Acrobat Reader. I'm using Acrobat version 2025.001.20432, and MacOs Sequoia 15.3.2

[jhfergusonv]

I just downloaded the update, and it is displaying my documents properly now.

[peterson81_6756]

I have the same problem with statements from Bank of America. The file opens, but no text, just the graphics and logos.

I ran into a second level of headache. After opening the BofA file in Preview and then trying to reopen it in Adobe Acrobat, MacOS 15.3.2 refused to open it because it considered it to be malware. I had to go to System Settings/Privacy & Security/Security to grant permission. Uggh!

Apple & Adobe need to learn how to play nice.

[Joelob22]

I just checked by Chase PDFs on MacBook PRO that was still on OS 15.3.1. The same problem as described above exists.  So the problem must have started with this update release and I did not notice it until the 15.3.2 release. I can view all of my PDFs unrestricted on my ipad and iphone. Adobe has not messed up their IOS updates.......yet. 

[jhfergusonv]

Just out of curiosity, is your Adobe version 2025.001.20432?

[Joelob22]

yes, 20432. latest release. 

[peterson81_6756]

My problem is with 2025.001.20432 also

[Joelob22]

I hope Adobe monitors these chats. They have a bug to fix and not sure how else it can be reported. Have gone to their bug report page and cannot see any option to report a bug on it. You can report a security issue etc. 

can't see anyway to report a bug to them directly 

[Brad @ Roaring Mouse]

Bugs can be reported here. There's already a similar one listed...

https://acrobat.uservoice.com/forums/590923-acrobat-for-windows-and-mac/suggestions/49610984-acrobat...

[ravinderg62643219]

Hi,

Team is working to fix this issue on priority.  It would be helpful if you could share some test pdf ( if possible ) with us to ensure fix is working for your files as well.

Regards

Ravi

[jhfergusonv]

Some redacted screenshots have already been provided. If you're asking for the full pdf file, that's not likely to happen since we are experiencing issues primarily with bank and credit card statements with personal information. I speak for myself when I say I'm not comfortable providing that, hence the redacted screenshots.

[46022312250614]

Agree with jhfergusonv above in that I don't feel comfortable with providing a full pdf file with personal financial information.

One more data point to add here (in case it might be pertinent): In my earlier post, I noted that the problem (for me) related to a Bank of America account. Specifically, this glitch applies to my Bank of America CREDIT CARD account statements. The problem does NOT occur in my Bank of America CHECKING account statements, which open/display without any problem.  

It also occurs with statements from a Barclays account (again a credit card account), but not with statements from several other credit cards or financial sites. 

[kd49396195]

I am having this issue with tax reporting, credit card, and bank statement files from at least two separate institutions.

[Tariq Ahmad Dar]

Hi @kd49396195 @46022312250614

Sorry for the troubled experience. 

If you have any sample PDFs that exhibit the same behavior and you can share the file with us, please do share a file. 

Thank you for your support and patience.

~Tariq

[kd49396195]

Given that the files affected by this issue are financial documents, I will not be sharing the source pdf files. Attached is a screenshot of two separate files from two different financial institutions with the same issue. One file has Security options enabled by the issuer, the other does not.

Further to this issue, I have noticed that when I open pdfs, instead of opening in the Adobe Acrobat Pro app, the files actually open in a separate Adobe Acrobat Helper app window instead.

[Joelob22]

Yes - same. Acrobat Helper app opens. This never happened before this bug

[Amal.]

Hi there,

I hope you're doing well. Thank you for reaching out to us.

I wanted to let you know that our engineering team is aware of the issue and is actively working on it. To help us investigate further, could you please provide a sample PDF file that demonstrates the problem? This would be incredibly helpful for our team.

Thank you for your cooperation and patience.

[Joelob22]

Example of your error 

[Amal.]

Hi there

Thanks for sharing the screenshot. However, we would need a sample PDF file exhibiting the issue, so we can get this checked by our engineering team further.

[trish_8376]

Given the sensitive nature of the information in the PDFs, perhaps you or one of your engineers could get a sample PDF from your own Chase, Bank of America, etc. account?

[46022312250614]

Agree 100% with trish_8736. 

While the requests (it now looks like 3 separate requests in this thread) by your engineers for a full PDF are understandable, trish_8736, at least two other forum members and I have clearly indicated we believe such a request is unreasonable.  Much as we would like to facilitate a fix, it seems doubtful that anyone here will forward you one. 

[Joelob22]

Im sorry - I can't send you the files. They contain sensitive banking data. The information still exists in those files. It's just not being encoded by your software.,

[jhfergusonv]

Amal - are you guys not even bothering to read the replies to this thread?!? We've all been quite clear that since the pdf files affected are primarily downloaded from financial institutions and contain personal financial information WE . WILL . NOT . PROVIDE . THEM!!! Let me repeat, since the pdf files affected are primarily downloaded from financial institutions and contain personal financial information WE . WILL . NOT . PROVIDE . THEM!!! You need to find a different means to resolve.