Generic Pixelated Image

[blyons99]

I am using a software that allows users to generate a PDF report. There are PNG files saved in the temp folder that do not always transfer properly into the PDF - a generic pixelated image appears like the one below. Regardless of zoom setting. This happens to only a handful of users (less than 2%). The generic "sheet of paper" icons should be check boxes, the large blur should be a nice line graph..

Any tips are much appreciated.

[try67]

This is something you need to look into in the application that produces the PDF files. Reader is not involved in that process. It only displays them.

[blyons99]

If the software application is where the issue is, why then does this only affect a very small percentage of users? We looked at the software and could not find any bug, assumed it was a user-specific computer setting - possibly browser related?

[try67]

You're opening the file in a browser? If so, which one?

[blyons99]

Some users have Edge as the default browser, some google chrome, some open in Adobe Acrobat Reader DC. The issue does not seem to discriminate among different operating systems/versions. One user who got the pixelated image of the graph was initially opening the PDF via Microsoft Edge, I had him switch to Adobe and the issue persists. Weird thing is, we have a mobile app that has never had the problem occur; only the desktop software version.

[try67]

Well, Edge and Chrome use an internal PDF viewer, unrelated to Reader. So if you see the same in all of them I would say it's an issue with the file itself. If you could share a sample file that would be helpful...

[blyons99]

I believe the link below will allow you to view the file

https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3Ae460912f-6f72-495a-8496-68a4...

[Test Screen Name]

There's a simple test you can make. Get a "bad" file like the one you show. Take it to a "good" system and view it in Reader. (Use a USB stick for preference, not email).

What do you see?

- the same bad thing?

- the good thing you always wanted?

- something different again?

[blyons99]

I had a user with a "bad" PDF send me their raw data file (.json). I upload the .json file into my software, then generate a PDF in Reader and my output is always a "good" file.

[try67]

blyons99  wrote

I had a user with a "bad" PDF send me their raw data file (.json). I upload the .json file into my software, then generate a PDF in Reader and my output is always a "good" file.

You're not "generating a PDF in Reader". Reader can't create PDF files. You're generating the file in your software and then ​opening​ it in Reader.

[try67]

That image is a part of the file. I'm seeing the same in Acrobat. You should go back to the application that created it to solve this issue.

[Test Screen Name]

Thanks. But what is the result of the test I suggested?

[blyons99]

As mentioned above, my software user emailed me a raw data file (.json) which produces a "bad" image in their PDF. When I upload their raw data file into my software, then generate a PDF, my output is a good file with the correct imagery. I am not able to save their file from the users home computer to a USB since I am not in the proximity.

[Test Screen Name]

I'm sure you can find another way to get the user's file. But the one you posted is informative. It certainly contains a blurry icon of a page. My money is very much on a fault in the software that makes the file or its setup. Have you asked the guys who made it?

[blyons99]

Thanks for the feedback. I assumed that since only about 20 out of 1000 users experience this issue that it was a problem on the user's end. Our software developers have not had enough time to take a detailed look into what may be causing the issue. One suggestion they offered was to check to see if the images files (PNG) are stored in the temp folder on the user's computer. In at least one instance, the PNG file was located in the temp folder, but the image was pixelated in the same manner as the PDF. All user's see the image as intended within the software, only when viewing the PDF is the image pixelated.

[Test Screen Name]

My guess is that the software is picking up the wrong graphic file when making the PDF. You might find that the user's actions (e.g. using a temporary file) are the problem, or it might be that the software is reading the wrong file name or directory. It might also be that an API is sometimes failing and picking up a default image.  Observe that there is only one substitution image NOT two different ones: it's just scaled and rotated in the big picture.

[blyons99]

Thanks very much for the help. I will forward some of these points to the team in hopes that a light bulb goes off!

[try67]

My guess is there's a reference to an image file that doesn't exist in the source material, so the application replaces it with this generic image placeholder.