Printing proof missing parts in the pdf

[finey]

I produce an annual document. This year the printer has sent back proofs via pdf, but upon checking them some of the material is missing from the document.

The printer cannot understand why nor can we.

We have tried sending it in different email systems and I sent it on to a friend who also had missing material.

Can someone please help. It would be easier to talk to someone...

[Abambo]

Without a clue to what is missing, it is difficult to advice. "Some of the material" is quite vague. Are those text, images, vector graphs?

Are all the parts on the screen? What happens when you proof-print the document?

How has the document been created? What is the standard of the PDF file? Please give all programs with version involved, including the operating system (MacOS or Windows).

Are there spot colours in the document? Are there overprinting parts? Are all the fonts embedded?

I would suggest you post a link where we could inspect one or two of the failing pages. If the document is confidential (annual reports are public but confidential until the release date...) we need however to arrange private sharing, as this is a public forum. You could also create a dummy document with the same problems (by replacing the text and numbers with dummy text) ... for us to analyse if you like.

[finey]

It is too difficult to describe what is happening this way. It would be much easier if Adobe provided a human being with whom one could actually have a conversation. The file was created originally in In design and the pdf I sent to the printer was correct. When it returned to me as a printers proof via pdf it is missing two design features throughout the whole document. I am not going to the trouble to create a dummy document. Thank you anyway....

[Abambo]

finey  wrote

(...) and the pdf I sent to the printer was correct. (...)

Either it's correct and than all data is reproduced or it's correct and the printer makes a mistake or it's incorrect and some data is missing.

I can't help further, if you do not want to collaborate one way or the other. I'm sorry about that.

The option that is left open to you is to Contact Customer Care , if you are having an active subscription. You didn't give any information I requested, so it's difficult to guess even that.

[Luke Jennings]

Are you viewing your original PDF in Acrobat or Adobe Reader with the page display preference- Use view overprint preview- set to Always?

Are the missing elements white?

Are you saying your friend looked at your original PDF on their computer and the elements in question were missing?

I find it a little alarming that your printer can't get to the bottom of it.

There is an Acrobat setting where you can set a layer to view, but not print, but I doubt that's your issue.

[finey]

That was the first thing the printer suggested and I flagged the always box, however that made no difference. Restarted computer, reloaded the file,did all that.

No the missing elements are black.

No when I sent the proof to my friend the missing elements were still missing, but were fine in the original file.

The printer has tried a range of things like sending the file over a different platform, asking everyone at their office for suggestions and a range of things but no one seems able to work out what is happening.

I might try customer care and see if that helps. Thank you.

[Dave Merchant]

What is the printer doing to the PDF? If they are imposing it through software that doesn't support certain features (such as spot color) then anything could be happening.

These days there is no reason for a printer to mess about with a PDF, especially a printer that seemingly doesn't understand what they're doing. The client should supply a PDF/X file fully laid-up and proofed against the printer's output intent, and the printer simply passes it to the RIP engine. Whatever the client sees on screen, they will see on paper. That is precisely why PDF was invented.​

[Abambo]

finey  wrote

No when I sent the proof to my friend the missing elements were still missing, but were fine in the original file.

That's what is to be expected.

[finey]

Since there is no direct help for Adobe Reader I might try contacting help for In design which is where the file was created originally and see if they can help.