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Blank PDF

New Here ,
Feb 28, 2023 Feb 28, 2023

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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.

 

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Android , View or share PDFs

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Adobe Employee ,
Feb 28, 2023 Feb 28, 2023

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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.

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New Here ,
Mar 01, 2023 Mar 01, 2023

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See attached

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Adobe Employee ,
Mar 01, 2023 Mar 01, 2023

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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.

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New Here ,
Mar 01, 2023 Mar 01, 2023

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See attached 

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Adobe Employee ,
Mar 01, 2023 Mar 01, 2023

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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.

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Community Expert ,
Mar 01, 2023 Mar 01, 2023

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@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
    janee_0-1677722177411.png
  • I then hit the upload button and "Import to Acrobat"
    janee_1-1677722357267.png

     

  • 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
    janee_2-1677722451288.png

     

  • 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

 

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New Here ,
Mar 02, 2023 Mar 02, 2023

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See attached 

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Community Expert ,
Mar 02, 2023 Mar 02, 2023

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

 

Jane

 

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Adobe Employee ,
Mar 05, 2023 Mar 05, 2023

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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.

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Community Expert ,
Mar 05, 2023 Mar 05, 2023

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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

 

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Adobe Employee ,
Mar 05, 2023 Mar 05, 2023

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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.

 

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Adobe Employee ,
Mar 05, 2023 Mar 05, 2023

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@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.

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New Here ,
Mar 05, 2023 Mar 05, 2023

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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.

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Adobe Employee ,
Mar 05, 2023 Mar 05, 2023

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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

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New Here ,
Mar 05, 2023 Mar 05, 2023

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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. 

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Adobe Employee ,
Mar 05, 2023 Mar 05, 2023

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@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.

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New Here ,
Mar 05, 2023 Mar 05, 2023

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Got it. Thank you for all your help!

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Adobe Employee ,
Mar 05, 2023 Mar 05, 2023

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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

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