Adobe Sign Text Field reset font settings back to Auto after sending

[loyal_brain9452]

Hello,

I have a strange occurrence with Adobe Sign recently. I added some text fields to a template I wanted to use to gather some survey responses. I made sure all of the text fields were set to a specific font type and size 16, I also made sure to enable "Mutli-Line text" for all text fields. Same day, I sent the survey to various emails to retrieve responses back.

On April 22nd, I recieved some responses back and the format looked completely fine. However, this is where the issue started...after April 23rd I received more responses, but the text fields were all different sizes and ever since the 23rd, all my other surveys came back with this same issue with the text field. Some responses were kind of normal text size if they didn't type a lot, but other longer responses were extremely tiny and almost impossible to read without zooming in at 200%.

I don't know how this happened since I sent all the surveys on the same day with the exact same template. Has anyone ran into this issue before? I need to create future surveys and CANNOT have this happen again.

I appreciate any insight on this. Thank you!

[Meenakshi Negi]

Hi loyal_brain9452,

Thank you for reaching out.

Please let us know if you send the survey form individually to multiple users. We would also appreciate it if you could share the steps you take.

Also, could you share a screenshot of how the form appears differently? Are you opening the completed form?

We will get this checked.

Thanks,

Meenakshi

[loyal_brain9452]

Hi Meenakshi Negi,

Thanks for the response. I send it individually to multiple users and their managers to fill out the forms. Its a template that is reused. So I sign in, navigate to the template that I want to use:

Then I just enter the emails of the users that need to fill out the form and send it to them:

I've been using this same template for all the users and the responses I received back were fine until after April 22nd, then the responses are all really tiny. Just to show, here is a comparison of the responses (I crossed out the text for confidential reasons) but you can see the text is way smaller on the forms that came after the 22nd:

Before April 23rd:

After April 22nd:

Hope this helps to figure this out, why it occurred? - Thank you!

[loyal_brain9452]

Sorry Meenakshi Negi,

The last 2 images got messed up, it should be like this:

Before April 23rd:

After April 22nd:

[Meenakshi Negi]

Hi loyal_brain9452 ,

Thank you for sharing the screenshots. 

It appears to be a weird behavior. This happens only when you set the text size for the form field before sending it. Please check the text size for the form fields before sending. If the response appears the same, could you try changing the text size to see if that works?

Did this happen with any other document you sent for signature? If this happens with this particular template, please share a copy with us. We are trying to replicate this behavior. 

Let us know how it goes.

Thanks,

Meenakshi

[Peak38549493m9yq]

I have this same issue, was there a resolve to this?

[Meenakshi Negi]

Hi Peak38549493m9yq,

Thank you for reaching out, and sorry about the trouble caused.

Could you please share more information on how the form was created and the form fields added? Also, please share the form used to send documents for signature. It will help us replicate the issue. 

Thanks,

Meenakshi

[Peak38549493m9yq]

Hello, due to GDPR i cannot share the form. But we typically convert a word document into PDF and upload. 

We then select the TEXT option for the boxes, and add per recipent. We have tried altering the text to both auto and size 11. We tried adding extra characters and mutli line. Every  now and then, the font changes to very small as seen above. 

[Meenakshi Negi]

Hi Peak38549493m9yq,

Thank you for the information.

For testing purposes, could you create a test Word file and convert it to PDF? Check if you can replicate the same behaviour with that file. If yes, share the test file with us.

Let us know how it goes.

Thanks,

Meenakshi

[Peak38549493m9yq]

I have included both the word document example and the PDF. 

This doesnt happen on every document, only a few. 

[Meenakshi Negi]

Hi Peak38549493m9yq,

Thank you for sharing the files.

We will check this behaviour and update you with the information. 

Thanks,

Meenakshi