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? 

[Swati36]

Hello Erin!

Was wondering if you found any solution to this later on?

[ErinF]

Unfortunately, no. We are just downloading the document as a work around. Still unsure of the cause. 

[Swati36]

Hello Erin,

Thank you for your response! Let me dig a bit further. Will let you know in case I find any solution to this issue. 🙂

[Brian Shacklefo]

Hello ErinF, et al,

I was wondering if anyone has a solution for this. We have encountered the same, or a similar problem when viewing electronically signed PDF documents (signed outside of the system using our organizations approved method). When viewing the signed document, the signature appears to be missing. However, if downloaded and opened within Adobe, the signature is visible.

For us, this appears to be the case only when viewing an attachment within Workspace. When viewing the same record in the backend/fulfiller/platform view, the signature is visible. Therefore, it appears to be a Workspace issue when viewing a document.

Please advise.

[marclindsay]

Has anyone identified the root cause of this issue? We are experiencing inconsistent behavior with fillable PDFs Attachments.

In some Attachments/PDFs, all fields and values display correctly. In others, only certain fields appear blank, while the remaining fields display normally. The issue appears to be intermittent and does not consistently affect the same number of fields.

Also as mentioned by others this seems to only impact when view that attachment within Workspace. No problem if Download or view from Core UI screens.