Dropbox Sign: all text in PDF goes missing

[JADAstudio]

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?

[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]