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Report PDF displays incorrectly to customers

  • 19 July 2023
  • 1 reply
  • 162 views

We are on 2022 R1, soon going to 2023 R1.  We have been working on an issue where our Invoice report, when sent to customers as a PDF, displays as gibberish to the customer.  When we look at the PDF it displays correctly.  We have gone through and made sure all of the font is Corbel, we have also tried to eliminate all of the bold font, but are still having this problem.  What can be done to fix this?

Invoice should look like this:

Our customer sees the invoice (this is an image they sent, so it’s just the top of the invoice) like this:

 

Hello @alamparella 

This issue often happens when the PDF viewer used by the customer doesn't have the fonts that were used to create the PDF, or the PDF doesn't embed the fonts used.

Here are few things you can try:

  1. Embed Fonts: Make sure the fonts used in the PDF are embedded. This is generally a setting when the PDF is created. If the fonts are not embedded in the PDF, the viewer will try to substitute the font with one on their system, which can cause this type of issue.

  2. Standard Fonts: Use standard fonts that are common on most systems, such as Arial or Times New Roman.

  3. Font Substitution: Check if the PDF software has an option to manage font substitution. In Adobe, for example, you can specify substitute fonts.

  4. Update the PDF Viewer: Make sure the PDF viewer that the customer is using is up to date. Older versions may have problems rendering some PDFs.

  5. Test with Different Viewer: Try to open the same PDF with a different viewer, e.g. if you're using Adobe Reader, try with Google Chrome's built-in PDF viewer, and vice versa. This could help identify if the issue is specific to the PDF viewer.

If the problem persists, it might be a bug related to the way Acumatica is generating PDFs. In that case, you may need to reach out to Acumatica support for more assistance. They may be able to provide a workaround or confirm if this is a known issue with a planned fix.

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