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Question

Question

showing symbols instead of text

Updated March 7, 2017
asked on March 2, 2017

Please see the attached sample, We are dragging in a PDF from an email into a folder in Laserfiche and it is only showing some of the text and the rest is just symbols etc. Can someone please explain how this can be fixed?

Not showing text sample.PNG
Not showing text sample.PNG (103.42 KB)
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replied on March 2, 2017 • Show version history

Hi Brian, Please see the attached original PDF

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Moderator note: removed attachment. If an issue can only be reproduce with potentially sensitive documents, please open a support case.

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replied on March 2, 2017 • Show version history

Hi Darren,

I have tested your PDF with Laserfiche 10.0, 10.1, and 10.2.

The problem happens with Laserfiche 10.0, and appears to have been fixed in both Laserfiche 10.1 and 10.2. You can confirm my findings by using your VAR kit.

For Laserfiche 10.0, the customer can work around this issue by opening the PDF in Acrobat Reader, then print the PDF to Laserfiche Snapshot. Laserfiche Snapshot uses a different third-party component that is not the same one as the "Generate Pages" feature. Therefore, while some issues may affect "Generate Pages", the same issues may not affect Snapshot.

Would you please let us know which version of Laserfiche your customer is using? Could you please ask the customer if they are ready to update to 10.1 or newer?

Thanks.

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replied on March 5, 2017

Hi Ryan, Thanks for your response. My client has version 10.1.0.151

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replied on March 6, 2017

Darren,

Please open a case with Laserfiche Support for this matter so we can investigate further.

Regards

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replied on March 6, 2017

Hi Alexander, Can you please direct me how to open a case with Laserfiche support?

I have been on the Laserfiche Support website and cant see anywhere how to open a case...

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replied on March 7, 2017

Hi Darren,

Your account currently does not have any Support Site roles granted. You will need to have a VAR Admin from your company grant you the "My Support" Access role, which would allow you to create and update cases.

 

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replied on March 2, 2017

If I had to guess, I'd say that the PDF is trying to use a custom font and the display is not loading it for some reason.  If that's the case, having a sample pdf would be helpful.  Would you mind attaching it to a support case?

If it is a custom font, there's also the chance that it's breaking text extraction.  You might want to try searching for some of the non-rendering text to see if it is being properly indexed.

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