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councilsearch
Member

Hubspot Document Viewer does not render PDF content on Iphone

The Hubspot Document viewer does not render the PDF content on an IPhone 11 or Iphone 12. I've tried both Safari and Firefox with Incognito mode. It starts to load the single page PDF and then goes to grey (picture attached). I can get it to work on two different types of Android phones. Seems like a bug in the Hubspot Document Viewer

 

Image.pngImage.png

9 Replies 9
Alyssa_S
Member

Hubspot Document Viewer does not render PDF content on Iphone

I'm new to hubspot, so bear with me. I'm trying to create an email template, in which I would like to attach a PDF. It's a large PDF, but I've compressed it to both 8mb and 2mb- and I'm having this problem no matter the size:

 

the hubspot PDF viewer will NOT render the pdf on mobile (just iPhone?)

 

I've tested out every option imaginable and I've tried different phones, and all that happens when clicking the link in the email is it acts like it's loading then goes blank. 

7C14C8CD-E50E-4F79-A709-1ECAFF027389.png


You can only view the pdf on mobile if you download it, which is not cool. I don't want potential customers to be forced to download something. 

anyone else having this issue? What gives? I'm very new to hubspot and I'm already thinking of just quitting and finding something else.

kvonloesecke
Community Manager
Community Manager

Hubspot Document Viewer does not render PDF content on Iphone

Hi @Alyssa_S,

 

Welcome to the Community! 

 

Thank you for sharing this information and screenshot with us.

 

Do you mind letting us know what version you are currently using on your iPhone? 

 When you view the document on your mobile, are you using Chrome?

 

I would like to ask if it's possible to test on chrome on your mobile and see if this behavior still happens.

 

If so, could you please send a direct message to me with the link of the document?

 

Thank you!

 

Kristen


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Alyssa_S
Member

Hubspot Document Viewer does not render PDF content on Iphone


Hey Kristen!

I’m on an iPhone 13 pro with version 15.4.1 software. I’ve tried opening in chrome and also safari. I’ve even tried it on my husbands phone (same type of phone) to no avail. I’m new to all this, so any advice you have will help. I hope I’m responding correctly. Here’s a link I copied from the documents section.

I originally saved it as a PDF from the Procreate app, I’ve also tried saving it in PDF form as a pages document as well as on adobe acrobat.

Alyssa

kvonloesecke
Community Manager
Community Manager

Hubspot Document Viewer does not render PDF content on Iphone

Hi @Alyssa_S,

 

Thanks for providing us with the steps you've taken so far! I removed the link to your portal for security reasons since this a public forum. 🙂

 

Does this issue persist after downloading the image and clicking in - or + to zoom the image?

 

Best,

Kristen


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0 Upvotes
councilsearch
Member

Hubspot Document Viewer does not render PDF content on Iphone

Thanks for replying. I've sent you a DM

0 Upvotes
PamCotton
Community Manager
Community Manager

Hubspot Document Viewer does not render PDF content on Iphone

Hello @councilsearch,

 

I was able to investigate more and test with an iPhone 11 and I was able to load the document while "download" and clicking to zoom and not zoom the image.

 

Screen Shot 2020-12-18 at 2.19.10 PM.png

 

Are you able to please check by downloading the image and clicking in - or + to zoom the image?

 

Thank you,

Pam

 

 

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0 Upvotes
PamCotton
Community Manager
Community Manager

Hubspot Document Viewer does not render PDF content on Iphone

Hello @councilsearch,

 

Thank you for sharing this information with us!

 

Do you mind letting us know what version you are currently using on your iPhone? 

And when you log in android you are using chrome? I would ask if it's possible to test on chrome on your mobile and see if this behavior still happens. If so, could you please send a direct message to me with the link of the document?

 

Thank you!

 

Pam

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0 Upvotes
c_conant
Participant

Hubspot Document Viewer does not render PDF content on Iphone

Hi @PamCotton!

 

Hoping to resurface this issue. I am still experiencing issues with PDFs loading from the Document Viewer. Below is information that may be helpful...

 

Details

- iOS version: 15.3.1

- Confirmed the issue in Safari

- Confirmed the issue in Chrome

 

Description

When loading PDFs in the Document Viewer the PDF loads briefly, but then disappears. All other actions within the viewer appear to behave as expected.

One thing to note is that zooming out (only need to zoom out once) appears to resolve the issue.

 

Feel free to send me a DM if you'd like additional context (screenshots, screencast, etc.).

 

Thanks!

Chris

KFloyd
Participant

Hubspot Document Viewer does not render PDF content on Iphone

I'm glad someone is bringing this up again. I'm experiencing this issue, too. I'm only noticing it while in Chrome on my PC. I don't have the issue on other browsers or iOS. The front page image on the PDF will not load. However, the image does appear once you download the file. I also haven't been able to resolve the issue with the zoom tool. 

 

Thanks, 

Katie

0 Upvotes