Unable to add text or other marks to PDF files using Fill & Sign

Report · Apr 12, 2023

Our staff had been successfully using this feature but it has stopped working with PDF files created in the last few weeks.

The feature is available and not greyed out however when the tools are selected they cannot be used on the document.

The cursor stays as a move cursor rather than a text, crosscheck or checkmark icon.

I have tried these PDF files on different computers which have Acrobat Pro installed and I get the same result.

Older PDF files are still working correctly.

I have been advised that nothing has changed in the process where the PDF files are created.

I have reinstalled the application using the latest version of the software with no change.

I have uploaded one of the old files and one of the new files having the problem into the online version and I see a different result from the desktop client.

The contents of the PDF can't be viewed at all.

It's only when I go to EDIT PDF that the contents become visible.

This doesn't happen with the older PDF files.

I have compared the properties and security for both files and I can't see any differences

Report · Apr 13, 2023

If I understand you correctly, you only have issues with your newer input files while you can still process the older ones. Furthermore, they behave differently in the online client. Thus, the difference is in the files, no matter what you have been advised about.

If possible, please share both an old and a new example of your PDFs for analysis.

Report · Apr 13, 2023

Unfortunately, I can't post the files on the community board because the documents contain names and ID numbers.

I redacted the names with the intention of uploading the documents however once the redactions had been made the fill & sign actually started working.

Obviously that changes the file in a way which removes the problem.

Does that give any hints?

Report · Apr 17, 2023

I redacted the names with the intention of uploading the documents however once the redactions had been made the fill & sign actually started working.
Obviously that changes the file in a way which removes the problem.
Does that give any hints?

Well, that emphasizes that there is an issue with the PDFs. For any more specific ideas I'd need to analyze a problematic PDF.

But maybe @Meenakshi Negi has more experiences with PDFs causing such issues and can assist without needing an example.

Report · Apr 17, 2023

Hi Kovac_NZ,

Thank you for reaching out.

We have checked the complete conversation, and it seems to be file related issue.

As you cannot share the PDF created, would you mind creating a test PDF using the same steps?

Check if the issue still occurs with that test PDF. If yes, share the PDF with us.

Also, check if it opens the same way on the Acrobat Online version.

It would be helpful if you could share some screenshots of the tools when viewing these PDFs on desktop and Online versions. It will give us an idea of what is happening on your end.

Share the application and OS version numbers.

Let us know if you need any help.

Thanks,

Meenakshi

Report · Apr 20, 2023

It's strange but the staff have reported that the problem has gone away.

So I don't know how the problem started or what resolved it.