pdf preview disappeared in whatsapp

[Vikram23441412kzlj]

Hello there, I am facing an unique issue, suddenly the pdf preview of a pdf message in WhatsApp has start appearing just the file name, the preview pan has stopped showing a small thumbnail. See the attachments 

Att:1:- this is how it is appearing now 

Att:2:- this is how it was appearing and should appear too

[Harsh Vardhan Pareek · Accepted solution]

Hi All,

We have checked about this issue it is not related to the Acrobat mobile app. It happens, if we don't download the file and when the file size is larger. Users will only be able to see a thumbnail when they download it.
And it is a WhatsApp issue because Acrobat does not participate until the document is opened.

Let us know if that helps.

Thanks,

Harsh

[Shlomy22047997kp9o]

I'm facing the same issue.

[ajay23458373hrpj]

I am also facing the same issue

[Harsh Vardhan Pareek]

Hi @Vikram23441412kzlj,

As mentioned that thumbnail is not showing on WhatsApp, could you confirm a few more details to understand the issue better?

1. Application version?

2. Android version?

3. What is the exact workflow you are following to attach the PDF?

We are looking forward to hearing back from you.

Thanks,

Harsh

[Vikram23441412kzlj]

Thank you harsh for your response, I will be attaching screenshots to
answer your questions.

Let me explain you what exactly is my issue, till two days back everything
was fine, the pdf sent to me, downloaded by me, forwarded by me, lying in
my chats: all were looking like this ( I am just giving you a visual
presentation, this screenshot is taken from a whatsapp web version) 👇🏼

[image: toKOjZ.jpg]

Now next morning when I wake up, all the pdf files started appearing tlike
this (mind you I am sharing screenshot of same text message which is now
appearing without the small preview in my whatsapp chat box just for you to
compare the both) 👇👇

[image: Screenshot_20220308-194945.jpg]

Fun part is when I send pdf to someone, they are appearing fine with
preview in other phones, only my phone has stopped showing the preview of
first page.

I also thought may be auto update of version etc things, I tried contacting
whatsapp they asked me restart my phone (funny thing), they also are
clueless. here are the answers to other questions you asked sir:

1. Application version?: 2.22.5.72

2. Android version? 11 / Using Oneplus 7Pro running Oxygen OS 11.GM21AA

3. What is the exact workflow you are following to attach the PDF?

# Most of the time I forward my company profile in pdf or my product
catlogues in pdf which are already there in one of the pinned chat

# I email my business estimate invoices to people on mail, then the
attached pdf inovice I open and press share button and select whatsapp and
then select the contact whom I want to forward.

I would be very thankful if you can find some reason behind it, as two of
the user have DMed me as they too are facing this strange problem, also the
fun fact is I am looking for the solution coz the preview pdf looks good
instead of simple filename kind of look. Plz help.


Regards


Vikram

[Vikram23441412kzlj]

Thank you harsh for your response, I will be attaching screenshots to answer your questions.

Let me explain you what exactly is my issue, till two days back everything was fine, the pdf sent to me, downloaded by me, forwarded by me, lying in my chats: all were looking like this ( I am just giving you a visual presentation, this screenshot is taken from a whatsapp web version) 

 

Now next morning when I wake up, all the pdf files started appearing tlike this (mind you I am sharing screenshot of same text message which is now appearing without the small preview in my whatsapp chat box just for you to compare the both)

Fun part is when I send pdf to someone, they are appearing fine with preview in other phones, only my phone has stopped showing the preview of first page.

I also thought may be auto update of version etc things, I tried contacting whatsapp they asked me restart my phone (funny thing), they also are clueless. here are the answers to other questions you asked sir:

1. Application version?:  2.22.5.72

2. Android version? 11 / Using Oneplus 7Pro running Oxygen OS 11.GM21AA

3. What is the exact workflow you are following to attach the PDF?

# Most of the time I forward my company profile in pdf or my product catlogues in pdf which are already there in one of the pinned chat

# I email my business estimate invoices to people on mail, then the attached pdf inovice I open and press share button and select whatsapp and then select the contact whom I want to forward.

I would be very thankful if you can find some reason behind it, as two of the user have DMed me as they too are facing this strange problem, also the fun fact is I am looking for the solution coz the preview pdf looks good instead of simple filename kind of look. Plz help.

Regards

Vikram

[Shlomy22047997kp9o]

Hi there,

Vikram described the issue I'm facing as well, 1:1.

I'm using Asus Zenfone 8 Flip with Android 12, running on ver WW_31.1004.0404.79

Thanks,
Shlomy

[default2xi119la4g7i]

HI,

I have the same issue, has anyone found an answer yet?

[default2xi119la4g7i]

Hi,

I have also seen that on my desktop Whatsapp app it shows correct but not on my phone. Not sure if that might help?

Above is the desktop version and below is the mobile device version

[Vikram23441412kzlj]

Thanks Buddy for your contribution, its just not desktop version, you send pdf to some other phones, their it appears with a small preview while on our phones suddenly the preview has disappeared. One Mr Harsh, an Adobe employee has responded to this thread, hope he gives us some solution to it.

Regards

[Saeed Alzahrani]

I'm facing the same issue 

Same respond from whatsapp(restart your phone )

Whatsapp version 2.22.5.72

Phone :

Type : samsung note 10 plus 4g 

Android version:12

[Rudra Moorthy23523662kcq1]

I am also facing the same issue in my WhatApp account. Previews of pdf files are not being shown in WhatsApp. My Adobe version is 22.2.0.21450 and my WhatsApp version is 2.22.5.72. I am using Vivo V2045.

[Sai Kamal23551923iynk]

same issue with Galaxy Tab S6 lite.

[Harsh Vardhan Pareek · Accepted solution]

Hi All,

We have checked about this issue it is not related to the Acrobat mobile app. It happens, if we don't download the file and when the file size is larger. Users will only be able to see a thumbnail when they download it.
And it is a WhatsApp issue because Acrobat does not participate until the document is opened.

Let us know if that helps.

Thanks,

Harsh

[Vikram23441412kzlj]

Hey harsh, Thanks for getting back again, seems like you are right abt it not being the adobe issue, now at my end the issue is resolved now as the old view is back, only thing I did which may or may not related to it, is signing up Google Storage, as my few 15gb was up. Let's see what other people who posted same here are facing now.

Regards 

Vikram 

[Harsh Vardhan Pareek]

Hi Vikram,

Thanks for confirming that the issue is resolved. Could you confirm if the issue was fixed after an update from WhatsApp?

As we are tracking the complaints related to the issue, we would appreciate it if everyone else who posted here could confirm if they are still having the issue or it is fixed?

Thanks,

Harsh

[S. S]

Hi @Alinzon28733165pdhl,

Hope you are doing well. 

The thread above corresponds explicitly to an issue related to the preview on Whatsapp for PDF files. 

From the images shared, I cannot identify the issue or your question.

Would you mind briefing us more about your question for better assistance? Look forward to hearing from you.

-Souvik

[o_7233 · Accepted solution]

I believe I've found the solution; partially!

When you share a pdf file to your WhatsApp app, after you press the share button, don't send it directly to WhatsApp! Just "send a copy" and it will work.

Regards,