Express PDF export skipping live tables and charts

[Birdie The Painter]

While completing exports of 1-page infographics for my design client, I noticed that several pages exported without errors but omitted all live pie charts and bar charts from the page. The ONLY solution I found was to export the document as a flattened PNG which is not what I want to do, due to the reduced resolution of the document intended for print. This is strange, as these pages have been through multiple exports and rounds of revision, and have not changed significantly over the course of many weeks. They are only giving me trouble today. This is creating significant headaches for my workflow, as this is a government client with many revisions requested (minute changes to text and placement). Whatever error exists within the original document is "sticky" and carrying over to workaround documents I have created in an attempt to circumvent the error. 

This error is specific to charts and graphs. My images and text remain unaffected. Example of preview below: 

 

the Exported PDF, without charts below:

Workarounds attempted:

1. group all items on the page and paste them onto a new document of the same size, attempting export as usual. (did not work)

2. export the document using a different browser (including a cell phone) (did not work)

3. Export document as a flattened PNG (worked, but not a great solution)

[Tarun Saini]

Hi 

@Birdie The Painter

,

Thanks for reaching out! We're sorry to hear about this issue. Could you please let us know how you generated the charts? If you used any third-party plugins to generate the charts, try reinstalling them and try again. Have you tried recreating the chart and to check if that helps?

If that doesn't help, can you share the project URL with us via private message with edit access to investigate further? Private messages should be accessible from the envelope in the top right corner. This should be the direct URL https://adobe.ly/3DZEHM7

Regards,

Tarun

[patricia_9442]

I am having the exact same issue with my charts not showing up on the downloads. I do not use any third-party plugins. 

[Birdie The Painter]

I used the charts button within the editor to add my charts, not a 3rd party plugin. Sending one of the problem sheets to you now. 

[Tarun Saini]

Hi 

@Birdie The Painter

,

Could you please share the Project URL with me via private message to investigate further?

Regards,

Tarun

[patricia_9442]

@Tarun Saini I also shared a URL with you via private message last Friday. I am having the same problem.

[Tarun Saini]

Hi 

@patricia_9442

,

Welcome to the community! I've sent you a private message. Can you share your project URL with me via private message?

Regards,

Tarun

[Abhi.G @ ADBE]

Hi @Birdie The Painter @patricia_9442 

Could you please try again now? We've made some changes our end to try to fix this issue.

Thanks,

Abhi G

[patricia_9442]

Thank you, it is working now!

[Birdie The Painter]

I would like to tell you that the problem is repaired, but it is not on my end. Is there something I need to do? 

[Abhi.G @ ADBE]

Hi @Birdie The Painter 

Could you clarify "problem is repaired, but it is not on my end"? Are you continuing to see the issue?

Abhi G

[Birdie The Painter]

The issue of export problems remains in the documents. 

[Abhi.G @ ADBE]

Hi @Birdie The Painter 

I assume you've already refreshed the browser tab Adobe Express is running in. Do you mind trying to downloadi the PDF in an incognito/private window, or another browser? This is to rule out any caching issue that may be causing you to still point to a flawed version of the PDF download service.

Thanks

Abhi G

[Birdie The Painter]

Exporting from another browser/restarting etc did not work last week, but I restarted my computer and browser and the documents are exporting as expected now. It seems that whatever you folks did worked to fix the issue!

Cheers! Thank you for your attention to this. 

[Abhi.G @ ADBE]

Good to hear, @Birdie The Painter!