• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
8

PDF files from new Acrobat Pro which contain eps files do NOT display correctly on iphone, ipad

Explorer ,
Jan 29, 2024 Jan 29, 2024

Copy link to clipboard

Copied

Hi All

Since ii have upgraded to Acrobat Pro 2023.008.20470 on desktop mac pro new exported pdf files which contain eps files do not display correctly when viewed in mail on iphone or ipad.

 

The same files display correctly in desktop mail and in Acrobat reader on iPad.

 

NEVER had this issue before installing new Acrobat Pro. All files containing eps or ai files always displayed correctly!

In my tests I have saved the same file in ai format still faulty.

The sample files attached show the correct set and the faulty set. 

Please note: in the CORRECT set the first bar next to figure "11" also contains an eps file - red with black diagonal stripes which displays ok in both scenarios. This doesn't make sense when the gradients below (for "12-25" and "1-10 " do not display correctly even though they are ALL eps files.

 

Also, the icons for "Waste Disposal" and "Bike Shed" also contain eps files which do NOT display correctly.

 

Here details

Mac OS 12.7.2 Monterey

Apple Mail 16.0 (3696.120.41.4)

iPhone iOS 16.7.5

 

please advise how to fix this problem

thanks in advance

 

 

correct display pdf in mail on desktop mac.pngfaulty display on iphone mail_01.PNGfaulty display on iphone mail_02.PNG

Views

948

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 01, 2024 Feb 01, 2024

Copy link to clipboard

Copied

Hi @Chris Kunnert,

 

Hope you are doing well. Thank you for writing in!

 

From the screenshots, it looks like a PDF that has multiple layers on it. 

Acrobat Reader Mobile does not support layer displays. I suggest filling out the feedback form: https://acrobat.uservoice.com/, which ensures your feedback reaches the dev team for review and future implementations.

 

You can share the file with your recipient, and if they open the file on their desktop, they will see the same representation you see.

 

-Souvik

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Feb 02, 2024 Feb 02, 2024

Copy link to clipboard

Copied

Hi Souvik

 

Thanks for your response.

The pdf doe NOT use multiple layers. I have described that the red/black image next to the figure "11" in the files uploaded is the same type eps as the ones that are NOT appearing below. That doesn't make any sense.

The same pdf displays CORRECT on Mac desktop and in reader but NOT CORRECT on iphone.

Hope this helps

 

Regards

Chris

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 03, 2024 Feb 03, 2024

Copy link to clipboard

Copied

@Chris Kunnert Thanks for the response. 

 

EPS files are Encapsulated PostScript files that use multi-layer imaging to create vectors for high-quality results.

 

These files contain a lot of metadata that the mobile device architectures can't process now (current versions). More info about EPS files here: What are EPS files, and how do you open them? | Adobe.

 

Desktops have a more robust system and the processing power to open files with such details added, resulting in you seeing the difference in results on both platforms.

 

Hope this clarifies your question.

 

-Souvik

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Feb 06, 2024 Feb 06, 2024

Copy link to clipboard

Copied

Hi Souvik

 

Thanks for your reply.

For the record - I have been using these particular eps files in many different ways since 2019. I NEVER have experienced this problem before. I have been using Adobe products for decades now and - again - have not experienced this issue before.

Am afraid I did not receive any help with this particular issue.

Still no advice how to solve it.

Regards

Chris

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 07, 2024 Feb 07, 2024

Copy link to clipboard

Copied

Hi @Chris Kunnert As mentioned, this behavior is expected on mobile devices.

 

However, would you mind sharing the file with me to check with the dev team?

You can share it as a private message by clicking my profile name and the "Send a Message" blue button on the next page.

 

-Souvik

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Feb 09, 2024 Feb 09, 2024

Copy link to clipboard

Copied

Hi Souvik

Thanks for the update.

Am afraid "this behaviour is expected on mobile devices" does not solve anything.

The file displays wrongly in mail on iPhone and IPad, but correctly in Acrobat Reader on those devices.

Was trying to send you the files as requested but the message sending option after clicking on your profile name does not allow pdf files?

So am uploading the original pdf test files here.

Please note again - in these pdf files the red/black striped image next to the numeral "11" is the same type of eps file and displays correctly but the others not. That eps was created the same way as the others - so why does one display correctly in Mail and the others not?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 10, 2024 Feb 10, 2024

Copy link to clipboard

Copied

quote

The file displays wrongly in mail on iPhone and IPad, but correctly in Acrobat Reader on those devices.

By @Chris Kunnert

 

Is there a typo here or are you saying the file displays correctly in Acrobat Reader for iPhone and iPad?

 

If you meant that, what application are your using when it displays wrongly?

 

Jane

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Feb 12, 2024 Feb 12, 2024

Copy link to clipboard

Copied

Hi Jane

Thanks for that.

File displays fine in Acrobat Reader app on iPhone and iPad Pro but not when viewed  in Apple Mail.

 

Regards

Chris

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 12, 2024 Feb 12, 2024

Copy link to clipboard

Copied

@Chris Kunnert 

 

Adobe gave PDF to an ISO in 2007. Since then, many companies create create PDFs and/or create viewers for PDFs. Not all of them do it well (as you are seeing). 

 

Any chance you can make sure your users:

  • install the free Reader for mobile
    and
  • use Reader to view the PDFs?

 

What application did you use to create the original file?

How did you create the PDF?

 

Jane

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Feb 12, 2024 Feb 12, 2024

Copy link to clipboard

Copied

Hi Jane

 

Thanks for that.

Files are created in Adobe Illustrator, then imported into InDesign and exported from there as pdf. This is a typical workflow have been using for decades now... 😉 Always worked, never had this issue before. 

The puzzling element is that - as I have explained in my posts before - the pdf contains one other eps file which was created the very same way and which DOES display correclty even in Apple Mail while the others don't.

In other words:

1. Why does one file created the very same way in Illustrator display in the pdf correclty while the other two don't?

2. Why does the same pdf display correctly in Acrobat reader on iphone and ipad and desktop mac but NOT correclty - and with the variant described above - in Apple Mail?

3. BTW - have also checked this issue on client's iPhone and has same result as described already.

 

Regards

Chris

 

 

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 12, 2024 Feb 12, 2024

Copy link to clipboard

Copied

@Chris Kunnert Thanks for the details.

 

Would you mind sharing a screen recording of the workflow you follow? 

 

I tried sharing the file over the Mail app, and it opened just fine.

 

Knowing how you add or view the files for this instance would be great.

Also, if this is solely related to the Mail App, I don't know what we could possibly do from our end to get it to render.

 

-Souvik

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 12, 2024 Feb 12, 2024

Copy link to clipboard

Copied

Hi @jane-e, From the observations, the file displays fine when opened on Reader Mobile.

 

I tried sending it from a different domain and opening it using Apple Mail. Works fine there, too. 

Should I email the file to you? Can you try opening the file on Apple Mail and share the findings?

 

-Souvik

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 12, 2024 Feb 12, 2024

Copy link to clipboard

Copied

@S S. 

 

Sure

 

Jane

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 13, 2024 Feb 13, 2024

Copy link to clipboard

Copied

LATEST

@jane-e 

 

I sent you an email with the attachment. Please share your findings when you have some time to test.

 

Thanks again!

Souvik

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines