PDF turns blank when sending out for signature

[Sydne34139588txrj]

I have this pdf document (attached) that I am trying to send our for signature in the browser, but after uploading and adding recipients, I go to the ‘Preview & add fields' page and the whole document is bank except for the footer (see screenshots). 

This pdf document opens just fine in Abode Acrobat on my computer. It seems like Adobe Sign is not handling the document properly.

Please let me know if there is a solution to this issue.

[Meenakshi Negi]

Hi Sydne34139588txrj,

Thank you for reaching out.

We have checked the PDF you shared above and can replicate the behaviour. It seems to be an issue with the PDF. We check the PDF created using a third-party tool. Please try recreating the PDF and then try to send the document for signature.

Let us know how it works.

Thanks,

Meenakshi

[Sydne34139588txrj]

Hello, thank you for your response! Yes, this was converted to a pdf in a third party tool, but it is the tool my company uses on the daily, and we will not be changing it. I haven't had this issue with any other pdf documents from this tool and I need to send this specific document out for signature still. Can you tell me exaclty what about this pdf is causing the issue? It opens perfectly fine in Adobe Acrobat so I don't understand why it would be an issue in Adobe Sign, seems like an issue on Adobe's side. 

[Sydne34139588txrj]

Additionaly, when I send this same document out for signature from the Adobe Acrobat application directly, the document is not blank when placing signature fields. Unfornatuly using the Acrobat application is not an acceptable alterintive as it disrupts our workflow severly. 

[Meenakshi Negi]

Hi Sydne34139588txrj,

Please allow us some time to review this document with the team. Once we have more information, we will share an update.

We appreciate your patience. 

Thanks,

Meenakshi

[Sydne34139588txrj]

Hello, checking back if there's any update here? Thanks!

[Meenakshi Negi]

Hi Sydne34139588txrj ,

Sorry about the delay in response.

Would it be possible to share the screen recording of the workflow? You may send the document to your alternate email address for testing and share the recording. 

Thanks,

Meenakshi

[Sydne34139588txrj]

Here's what I need to be able to do and what is currently happening. 

https://drive.google.com/file/d/1l_oNcKaAaJ6lB9C4xSyv6hHZmXlW4iJH/view?usp=sharing

[Meenakshi Negi]

Hi Sydne34139588txrj,

Thank you for the video. We will check with the team and, if necessary, arrange a callback to investigate this behaviour.

Thanks,

Meenakshi