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Corrupted document when converting Word to PDF on iOS devices

Anonymous
2017-09-06T15:04:31+00:00

Hi,

I am unable to convert Word documents to PDF on my iPad Pro. It results in a corrupt unreadable file each time.

I have tested on 4 iPads, mine, plus 3 colleagues. 2 of them work fine, the other two have this corruption problem.

Steps to reproduce:

  1. Create a new Word document, or open a Word document received via email on your iOS device
  2. Press "Share" in the top right hand corner
  3. Send a Copy
  4. Select the format as "PDF"
  5. Send with another app
  6. Select any PDF viewer you have installed, I have tested Adobe Acrobat Reader and Expert PDF 6 (paid app)
  7. When the document tries to open it displays an error "The document cannot be opened because it is corrupt or damaged". The message varies depending on the program being used.

Troubleshooting done:

* Rebooted iPad

* Uninstalled Word, Adobe Acrobat Reader, Expert PDF

* Hard reset iPad (hold power and home button for 10 seconds until it reboots)

* Reinstall Word, Adobe Acrobat Reader, Expert PDF, etc.

* Used different Office 365 logins

* Used different iPads (2 worked, 2 not working)

* All iPads are on latest iOS version, all are 12.9" iPad Pros, latest version of the Word and PDF apps installed, US based App Store.

Note however that saving the file to Dropbox or iCloud first or sending it to yourself via email and then opening it works fine. It's only when trying to convert and then open immediately that it has this problem. Opening PDF files directly from your email or web page works fine. So no problem with the PDF reader apps. I have not tried converting from other Office products (Excel, etc.)

The issue first started about 2-3 weeks ago.

Microsoft 365 and Office | Word | For home | Windows

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2017-09-19T07:37:05+00:00

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  2. Anonymous
    2017-09-18T02:40:20+00:00

    Hi DyW128,

    To narrow down the issue, please provide the information below:

    1. Your application version. For example, 17.07.27 (177523) for Adobe Acrobat Reader, 2.5 (170904) for Word.
    2. Was there anything be changed before the issue occurred? For example, update the OS version. (As you are using the iOS 11 beta version).
    3. Please provide the screenshots about the error message.

    In the meantime, please go to device settings>Word>reset the applications or re-install Word app to see if it’s better.

    Thanks,

    Rena

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  3. Anonymous
    2017-09-17T12:38:25+00:00

    I have the exact same problem.

    Brand new 12.9” iPad Pro running iOS11.

    Any word document that I export as a PDF comes through as corrupted on iCloud drive, Dropbox, Adobe Reader, Chrome, etc.

    When I email the files to others as PDFs I am informed that they also receive a corrupted file.

    Steps to produce problem:

    1. Create a word document
    2. Click the share button in the top left.
    3. Click “Send a Copy”.
    4. Change format to PDF.
    5. Choose to either Email with Outlook or Send with another app.

    File emailed from outlook comes through as corrupted.

    File sent through to another app always prompts a “corrupted” error dialog.

    I have attempted to export the document as a PDF using the Export option - but the exact same issue arises.

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  4. Anonymous
    2017-09-08T22:39:28+00:00

    Hi Alghanim,

    Have you tried to reset the app? 

    Thanks,

    Rena

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  5. Anonymous
    2017-09-06T20:50:09+00:00

    Hi Alghanim,

    It seems it works fine by my side. Please confirm the information below:

    1. Your application version. For me, 17.07.27 (177523) for Adobe Acrobat Reader, 2.4 (170810) for Word, 10.3.3 for iOS.
    2. Was there anything be changed before the issue occurred?

    In the meantime, please go to device settings>Word>reset the applications to see the result.

    Thanks,

    Rena

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