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Dropbox Sign: all text in PDF goes missing

So I decided to try Dropbox Sign. I created a PDF with a bunch of text, a raster logo, and a few signature lines. However, in the Dropbox Sign field editor, all of the text is gone; Only the raster logo and lines remain. The recipient confirms they cannot see the text.

I feel kinda dumb. It's a super-simple document. What am I missing? How do I get text through the signature system?

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Jay

Hi @JADAstudio, thanks for bringing this to our attention.

Could you attach a screenshot of the original document, while blurring all the text on it to see exactly what you're describing?

This will help me to assist further!

JADAstudio

Thanks, @Jay.

I've attached a single (blurred) image showing the original two-page PDF (left) and the two-page "(in-progress)" PDF that Dropbox Sign creates. Note that during the ingest process, the field editor displayed the "(in-progress)" version, without all of the original text. Since the vector lines were still visible I could still place fields in the right places, but... yeah... where did the text go? 🤔

Nancy

Thanks for the screenshots, @JADAstudio!

If you haven’t done so already, can you please test this via another web browser on your computer, and let me know if you see any difference?

JADAstudio

@Nancy ,

I just tried with Firefox 112.0.2 (first attempt was Safari 16.4) and saw the same result. All text is removed at the point of document ingest.

I've got one more free document this month; Anything else I can try? 😆

Walter

Hey @JADAstudio, thanks for keeping us in the loop on this.

May we reach out via email to have a further look internally at this point?

kristendo

I am having this SAME PROBLEM and it is incredibly frustrating. I had been using HelloSign for years without any issue, and then DropboxSign the last few months, and about 2 weeks ago, started having this problem. The colors, boxes, lines, logos, etc. all appear, but all the text in my file are gone. It doesn't happen with every file, just the files I'm saving as / printing to PDF from Microsoft Excel to PDF. I open the PDF itself and everything is there, but when I upload to Dropbox Sign, all the text is gone.

Megan

Hi @kristendo, thanks for reporting about this here!

Could I send you an email, in order for us to have a closer look into this?

Let me know!

kristendo

Yes you may send an email [email removed as per Community Guidelines] I have figured out 2 ways to make this work - first, it could be the font I'm using that all of a sudden isn't compatible (Proxima Nova) because when I saved the Excel file in Arial font and then print to PDF and uploaded here, it worked without an issue. I also then tried printing to Adobe PDF as opposed to just printing to PDF and that seems to upload here with no issue. Since I have these work-arounds I am okay going forward, but these are new issues that only started ~ 2 weeks ago. Perhaps it's due to an update w/Dropbox Sign or an update from Adobe.

JADAstudio

@Walter

Certainly. Feel free to contact me directly at the email address associated with my account (if you have access to that), or the temporary email address below.

[email removed as per Community Guidelines]

Megan

Hi @JADAstudio & @kristendo, I just sent you both an email.

Reply back to me, and we'll take it from there!

Talento

Buenas, me interesa mucho saber como resolver este tema.

Me pasa exactamente lo mismo que comentaba el compañero, desde el pasado miércoles que no puedo enviar documentos pata firmar ya que todo el texto en el PDF desaparece y solo se visualizan las imágenes.

En mi caso, hago la gestión desde mi disco duro que está sincronizado con dropbox....

Estoy pendiente de ayuda por parte del servicio online (por cierto muy buen servicio)pero aún no tengo respuesta y necesito urgentemente enviar documentos para firmar.

Agradeceré cualquier solución al tema.

Gracias,

Carles Polo

Talento

Me pasa exactamente lo mismo, en mi caso exporto de pptx a PDF y es muy frustrante.

Saludos,

Carles Polo

Andy Scisco

Same problem here! All text in my PDF goes missing. It used to work seamlessly - now I can't use the app anymore. All help appreciated!

Andy Scisco

Hey there! Are there any solutions for this issue? I'm having the same problem...

Hannah

Hola @Talento, lamento ver que estás teniendo este problema.

¿Ya te comunicaste con el equipo de soporte de Dropbox Sign al respecto? En caso afirmativo, ¿podría facilitarnos el número de ticket de su comunicación?

Por cierto, si desea publicar en español, también tenemos una sección en español en nuestra Comunidad.

----------

Hey @Talento, sorry to see you're having this issue.

Have you already reached out to the Dropbox Sign support team about this? If so, can you please give us the ticket number for your communication?

By the way, if you'd like to post in Spanish, we also have a Spanish section on our Community.

As for you @Andy Scisco, you can use this page to reach out to the Dropbox Sign support team for further assistance.

Let us know if you're having trouble submitting your request.

jun yu

I feel frustrated with the dropbox sign recent releases as well. These are not enhancement but drawbacks.

Here is my view.....

Dropbox sign is for SIGNING. I might be help with some simplest text inserting just incase if the PDF miss a word or so but primarily it is for SIGNING.
Any FREE PDF editor already have much more robust PDF editing capability that Dropbox sign can ever reach.
Dropbox sign's effort of including PDF editing feature is taking a good signing experience away and introduce more errors that is not necessary. As the EXPECTATION is set wrong. Dropbox sign should not be regarded as for PDF editing more than insert a word capability.
Dropbox sign used to be supper straight forward and RELIABLE. That is what users are looking for. Because user knows if they want edit PDF, they can always go to Adobe and other free editor to do a much better job.

It is a wrong direction to develop further feature of editing and make the reliable signing experience become bad.

A perfect SIGNING experience is user looking for, not a PDF editing experience.