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

[Sydne34139588txrj]

Any update here? @Meenakshi Negi 

[Meenakshi Negi]

Hi Sydne34139588txrj,

I'm sorry about the delay in getting back to you.

We have shared the information with the team and are waiting for their response. We will check again and see if a callback is required. Please share your contact details in a private message. You may send a private message using the envelope icon at the top right corner of this community page.

We appreciate your patience so far.

Thanks,

Meenakshi

[carl_2129]

@Meenakshi Negi Just wanted to provide a bit more info on this after some deeper investigation:

The document @Sydne34139588txrj attached at the beginning of the thread was generated from a Microsoft Word document with two gradient-filled shapes in the header. It was converted to PDF via OnlyOffice.

This converted PDF is viewable in multiple PDF viewing tools, including DocuSign and Nutrient PDF viewer. It's also viewable in the desktop version of Adobe Acrobat. The document only becomes visually empty when opened in Adobe Sign or the cloud/browser-based Adobe Acrobat. (This is why the issue seems to be, at least in part, an issue on Adobe Sign's end.)

Interestingly enough, it only seems to be an issue when the PDF is generated from a Word document with gradient-filled shapes. If—prior to PDF conversion—we remove those gradient-filled shapes, or even if we convert the gradient-filled shapes to a “solid” or “no” fill, there’s no issue. (We also tried “pattern” and “picture” fills, and there’s no issue there either.)

So there must be something occurring when OnlyOffice attempts to convert/flatten those gradient-filled shapes for the output PDF, and Adobe’s online software doesn’t know how to gracefully render the resulting document.