Why does filled PDF not display fields when viewed in Document Viewer, but does when file downloaded?

[ErinF]

We have enabled the document viewer for case attachments, but have found an odd behavior that I am trying to track down the source of:

When a fillable PDF (with fields completed) is attached to a case and the agent clicks "view" under manage attachments, the completed fields are blank in the file viewer. However, if the agent clicks on the attachment and downloads, all fields are filled in as expected. 

To clarify, we are not using the PDF document functionality. This was a fillable PDF generated, completed, and saved outside of SN. It was uploaded manually to the case as documentation. 

It is not a huge issue, as we can just click the file to download, we just are getting stumped on the root cause of this one.

Any thoughts on what might be occurring? 

[michaelj_sherid]

Hi @Erin Fryman Is the document that is attached appended with the last signer's signature?  It appears that the view click is just opening the template that gets created and downloading it is generating the pull. You should be able to see the mapped fields after generating the file. This is just general guidance of things to look at, but I can be more specific if you can provide the details stated earlier.

Regards,

Mike

[ErinF]

Thanks @michaelj.sheridan . To clarify, we are not using the PDF document functionality. This was a fillable PDF generated, completed, and saved outside of SN. It was uploaded manually to the case as documentation. 

It is not a huge issue, as we can just click the file to download, we just are getting stumped on the root cause of this one. 🙂 

[Sanjay Sharma]

Hi  Erin,

Did you find a solution for this? We are also having the same issue where  document viewers do not show electronic signatures however when it is downloaded these can be seen.  The lack of accuracy on the view leads to these documents being re-uploaded by Agents  so not only are we wasting the field team's time but also building up the database with unnecessary attachments that make finding correct one difficult.

Regards,

Sanjay

[ErinF]

Hi Sanjay, 

No, I never figured out a solution. I ended up just advising to download and moved on to higher priority items. If you find a solution, I'd love to know! 🙂 

Thanks, 

Erin