Blank PDF

[Craig28638355dl0r]

On my phone, I can open PDF attachments in emails...no problem. However, they are blank.

When I open on my computer, I see the text within the PDF.

My phone is a Google Pixel 7. Any help would be greatly appreciated.

[S. S]

Hi @Craig28638355dl0r,

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

Would you mind sharing a sample file to reproduce the issue on our end? This would help us narrow down the approach we take to get to a resolution.

Look forward to hearing from you.

-Souvik.

[Craig28638355dl0r]

See attached

[S. S]

Hi @Craig28638355dl0r,

Thank you for the response. There seems to be no attachment to the original post. 

Would you mind opening the thread on the community board and then attaching the file manually here? 

Thanks,

Souvik.

[Craig28638355dl0r]

See attached 

[S. S]

Hi @Craig28638355dl0r,

Thank you for sharing the file. 

I tried reproducing the issue at my end, but the file rendered fine on my device.

Any screenshot of what you see would be of great help!

-Souvik.

[jane-e]

@Craig28638355dl0r and @S. S 

I can reproduce it on my iPad.

• I can see it in the Preview window when I first click it
• I can see it in Safari on my iPad when I download it
  
• I then hit the upload button and "Import to Acrobat"
  
• I can still see it in a tiny preview after I click "Import to Acrobat". Then I click "Import to Acrobat" in the second panel to open it in Acrobat for Mobile
  
• Other than the title bar, I get a blank screen, just like Craig. I've done this three times.

iPad Pro 16.3.1

Acrobat for Mobile 23.01.00 (20230120.160005)

Jane

[Craig28638355dl0r]

See attached 

[jane-e]

Confirming that I get the same thing with this document, except instead of a Google Pixel 7, I am using an iPad.

Jane

[S. S]

Hi @jane-e & @Craig28638355dl0r,

Thanks for confirming. 

I will be forwarding this to the product for further investigation.

What's strange is that I could not reproduce the issue running iOS 16.3.1 and Reader version 23.01.00.

I'll get back to you with the finding at the earliest.

-Souvik.

[jane-e]

We have the same setup, so that is curious. I just tried again with the same results. I can see the PDF in the first three steps, but when I import it to Acrobat Reader on my iPad it is blank except for the title.

Jane

[S. S]

Let me try your way once. 

The first time I did, I downloaded it on my desktop, saved it to Adobe Cloud Storage, and opened it on my phone.

Checking now if opening it directly on my phone has different results. 

-Souvik.

[S. S]

@jane-e,

Thanks for the prompt. I tried the steps you mentioned and was able to reproduce the issue. Let me get the findings from the product team.

Meanwhile, @Craig28638355dl0r, the above steps can be used as a workaround. 

-Souvik.

[Craig28638355dl0r]

I think it has something to do with the original user and how they created the PDF. It only happens to me when I receive PDFs from a particular vendor.

[S. S]

Hi @Craig28638355dl0r,

Can you check the file that I re-created from the document you shared? 

If this works, then it will be with the way the file was created by the vendor.

-Souvik

[Craig28638355dl0r]

It worked. Thanks, for looking into this. I will have to mention to my vendor that their PDFs don't open when I view them on my phone. 

[S. S]

@Craig28638355dl0r This is with the compatibility of the file at the time of creation.

Since they use Oracle Reports, they have to use the compatibility of opening the PDFs to Acrobat 9.0 or later. 

(I used Acrobat 10.0 or later when recreating)

You can also share this with the vendor: PDF Features Included in Oracle Reports.

-Souvik.

[Craig28638355dl0r]

Got it. Thank you for all your help!

[S. S]

Hi @Craig28638355dl0r,

Thank you for getting back.

Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

-Souvik