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Unable to view opposite party’s signature

Explorer ,
May 24, 2024 May 24, 2024

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I used Adobe to add our signatures for a tenancy contract signed by a new tenant. I sent the completed tenancy agreement to my agent using WhatsApp who cannot view the new tenant’s signature except our signatures on her Whatsapp. She can only see all the signatures on her computer. I think there is a glitch in the mobile phone Adobe pdf reader.

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Android , iOS , PDF forms , Security or signature , View or share PDFs

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Adobe Employee ,
May 28, 2024 May 28, 2024

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Hi @Dave Wong CS,

 

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

 

Would you mind sharing a few pieces of information for further investigation:

1. The app version of Acrobat you use (go to Profile-> About Acrobat);

2. The OS and version of your device;

3. A screen recording video of the entire event on both your and the recipient's side;

4. The agreement for a better understanding.

 

Look forward to hearing from you.


-Souvik

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Explorer ,
May 28, 2024 May 28, 2024

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Hi @S S. 

  I have attached 3 screenshots of the documents. 

  All 3 signatures (1 tenant's signature on the left and 2 landlords' signatures) appear on Adobe Acrobat (2024.002.20759) MacBook Pro (Sonoma 14.5). When I want to send the file to my agent using Whatsapp (2.24.10.79) on my iPhone 13 Pro Max (iOS 17.5.1), the preview on Whatsapp does not show the tenant's signature, only 2 landlords' signatures are shown. I tried to open the file using Adobe Acrobat (24.04.61) on iPhone 13 Pro Max and the tenant's signature is still missing, while one of the landlord's signature moved to the position of tenant's signature and the other landlord's signature went missing. 

  The tenant signed before sending us the document via our agent. You might want to replicate adding signatures after the counterparty signed to see if you encountered the same issue. 

  I'm sorry I can't send you a screen recording or the actual document due to the confidentiality nature of the document. 

  Thank you!

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Adobe Employee ,
Jun 03, 2024 Jun 03, 2024

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@Dave Wong CS Thanks for the details and the screenshots.

 

While I have already shared this with the team for investigation, I would like to check on something.

Would you mind disabling Liquid Mode (the water droplet icon) on the top toolbar and then check again if everything works fine?

 

-Souvik

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New Here ,
Jun 03, 2024 Jun 03, 2024

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@S S. 

 

  I encountered this issue when opening from WhatsApp. There is no liquid mode from the preview on WhatsApp.

 

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Adobe Employee ,
Jun 03, 2024 Jun 03, 2024

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@DWCS Thanks for the confirmation. This is what I was trying to understand.


-Souvik

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Explorer ,
Jun 03, 2024 Jun 03, 2024

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@S S. 

  The issue appears on the preview when I use WhatsApp to send the document. 
  When I use Acrobat on my iPhone 13 Pro Max, all 3 signatures appear at the right place without the liquid mode.

 

Thanks,

Dave

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Adobe Employee ,
Jun 04, 2024 Jun 04, 2024

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@Dave Wong CS From all the messages, it looks like an issue with WhatsApp and Not Acrobat.

 

If the file views fine in Acrobat and not other apps, we do not have control over their framework.

 

-Souvik

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