Custom PDF keeps removing Text Fields

  • Profile Image
    Asked on October 24, 2017 at 09:59 PM


    I've been trying to format our PDF but when I opened in custom PDF editor, it has altered the PDF - removing the Headers and text fields. It was already formatted the way we wanted it, so it prints perfectly. Now, everything has shifted and will need redoing.

    I'm currently editing,

    The attached screenshot shows where the missing Text fields should have been. But now they are missing, the fields left have shifted and now it's difficult to tell if the pairs are still aligned with each other.

    I've already replaced the missing headers with custom text, but I don't want to keep doing this every time I save.

    Can you please look at it?

  • Profile Image
    Answered on October 25, 2017 at 02:24 AM

    Thanks for reporting. I was able to reproduce the problem. Changes on the text elements are not saved on the actual PDF. When you also revisit the PDF editor, the texts are gone.

    I have now escalated this problem to our developers. Once we have updates, we'll let you know via this thread.

  • Profile Image
    Answered on October 26, 2017 at 03:50 AM

    Hello markryan,

    Thank you for reporting this issue to us.

    Your issue has been fixed now. Please reset the PDF report, it will fixes the issue already. Also, you can delete and re-add your broken fields.

    Thank you for your understanding,

  • Profile Image
    Answered on October 30, 2017 at 01:27 AM


    I'm having issues again with the Text fields.

    The last time I checked it (Oct 25), I was able to create PDFs with all the headings and texts, which I thought meant the issue was resolved. But when we downloaded a few of the new submissions today.. all the text fields are missing.

    It has affected both these forms:


    I have not made any changes to the custom PDF, how did this happen?

    Can you please fix this issue ASAP? I don't want to go back in and have to re-add all those fields again.


  • Profile Image
    Answered on October 30, 2017 at 03:30 AM


    I have checked your submissions and could see the issue. However, if you delete the text fields and re-add their again, your issue will be fixed. 

    If you want to the general solution, you must reset your customized PDF. It will fix your issue, too.

    Thank you,

  • Profile Image
    Answered on October 30, 2017 at 04:03 AM

    Thank you, Helen.

    That is what I have done in the past, re-add the text fields and it did resolve the issue. But out of nowhere they disappear.

    Just making sure it won't suddenly disappear again.

  • Profile Image
    Answered on October 30, 2017 at 05:45 AM

    I have tested it on my cloned form and I was not able to replicate the issue anymore. Moreover, the developer already mentioned that the issue has been resolved so it should not happen again. If you still experience the problem, please follow the suggestion of our developer on the previous reply.

    However, if you face again the same issue in the future, please let us know.