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Why some PDF has no preview in add attachment window?

Informer

Using on W11, Quicken R62.16 I have a problem for very long time with PDF preview.
In add-transaction-attachment window adding a file as jpg I get always a nice preview in the middle. However some PDFs do not show preview, while by the View/Open command (in 3 dots) shows well the PDF in the actual PDF viewer of my PC (Acrobat and others). The PDFs having no preview are neither large, nor old version. It seems Quicken cannot handle some PDFs. The problem is I do not know which ones. For demonstration I attach 2 PDFs. 1st gives preview, while 2nd not.

pharmazone_E98908.pdf

Scan.pdf

[Edited - Removed Personal Information from Attachments]

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Quicken Jasmine

Hello @Informer,

Thanks for the detailed post — a few follow-up questions to help narrow this down:

Were both PDFs created by the same application or source?
If you right-click one that doesn’t preview and choose Properties, does the “Details” tab show anything unusual compared to one that works?
Are you using a third-party PDF viewer (like Foxit or Nitro), or is Adobe Acrobat set as your system default?
Have you noticed if this happens more with scanned PDFs versus digitally generated ones?
When you open the non-previewing PDF and re-save it using File > Save As from Adobe, does the preview start working in Quicken?

Let me know — these details can help isolate whether the issue is with file structure, metadata, or the preview handler itself.

Quicken Jasmine

https://community.quicken.com/discussion/7963175/why-some-pdf-has-no-preview-in-add-attachment-window

I have not heard from you yet, are you still needing assistance?

Let me know!

Informer

https://community.quicken.com/discussion/comment/20493975#Comment_20493975

Hello Jasmine!

Thank you taking care of my issue. Here are the requested info point by point:
1. No, the two samples are of different source.
2. Nothing special
3. Default is FineReader PDF, but I tested Adobe Acrobat as well as default; no difference
4. I cannot judge it well as some of them are receipt I got from sellers, so I do not know the exact generation way.
5. When opening the non-previewing PDF and re-save it using File > Save As from Adobe, strange way it does not even attach, I mean not even attachment could be created.

Laszlo

[Edited - Readability]

RalphC

What is your Windows default app setting for .pdf?

Informer

https://community.quicken.com/discussion/comment/20494502#Comment_20494502

As default app for PDF I tried as follows: FineReader, Acrobat, Edge. None of them solved the problem.
I sent 2 samples initially which demonstrated well the issue, at least I hope anybody helping me could reproduce the and see the issue.

Informer

https://community.quicken.com/discussion/comment/20494424#Comment_20494424

I answered almost immediately, see my detailed reply.

Quicken Kristina

Thank you for your reply,

You mentioned this has been going on for quite a while. Do you recall when this issue started?

Have you changed the file extension on any of the problem files (for example, changing from jpg to pdf)? If the problem is happening only with files where the file extension has been changed, then that is a known issue (QWIN-21985).

When you are unable to view the preview, does it just show a blank thumbnail?

When you hover your mouse over it, does it give you an eye icon?

If that is not the behavior you're seeing, then please provide details about what you do see when attempting to view the preview image.

I look forward to your response!

Informer

https://community.quicken.com/discussion/comment/20494686#Comment_20494686

If I remember well this issue exists since Quicken accepts PDF as attachment.
The files are not jpg to PDF converted PDF-s, but of course some of them could be scanned ones where the image file source made by scanner could have been PDF.
I searched for QWIN-21985, but could not find, Where should I search for?

When I was unable to view the preview, it just showed a blank thumbnail, right.

Yes, hovering the mouse over it, eye icon showed. And clicking on it I can open/view PDF properly. Just preview is missing.

rgds

Quicken Kristina

Thank you for your reply,

QWIN-21985 is an internal ticket. Unlike alerts, tickets are not available for customers to view. The ticket number provides a reference, so that if you are impacted by the issue, you can post to ask for an update and we'd be able to look it up and let you know the status.

Since we're not able to confirm if the issue you're seeing is the same as the one reported in QWIN-21985, I'll report this issue to the proper channels for further investigation and resolution. So that our teams can investigate, we do need you to navigate to Help>Report a Problem and send a problem report with log files attached.

If possible, please also include more samples of PDF files where the preview is blank in Quicken. You can post them to the discussion or add them as extra attachments in the problem report. Note - Problem reports allow a maximum of 10 attachments. If there are already 10 selected, you can unselect log files with OLD in the title, or you can send a second problem report with the additional attachments.

Please also provide information on the process you use to add attachments in Quicken (for example, do you scan to your computer first, then add the attachment).

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience!

Thank you.

(CBT-719)

Informer

Hello Kristina!

I appreciate your efforts to help me. But this way I am not closer to the solution. 🙄
At least tell me what is in internal ticket QWIN-21985? Maybe it can give me some good hint and I could help you to solve the issue. I am a prof. IT guy, and specialist of PDF softwares. Based on my experience until now I am sure the issue is caused by Quicken Viewer or the viewer Quicken is applying as external viewer. So the key could be the different PDF creation ways. The problm is that I do not see into Quicken, so please help me further a bit. 😉

rgsd Laszlo

ps.: my late answer is due I was on holiday…

Quicken Kristina

Thank you for your reply,

I hope you had a wonderful holiday!

Internal tickets are a way for us to identify and track issues. They do not provide in depth information on the process being taken to research and resolve the issue.

QWIN-21985 is for a known issue with files that have had their .extension changed. When added as an attachment in Quicken, the files display a blank thumbnail.

Because the symptom/behavior is the same as what you described, I asked if the problem files had been changed to .pdf from another file extension.

I hope this helps!

Informer

Hello Kristina!

Thank you for clarification. Now I got it. And yes probably the extension or similar change could play role. The process of creating PDF is as follows:
Fujitsu ScanSnap Scanner creates a PDF (picture base)
From this PDF FineReader server makes a PDF with text layer (by means of OCR)

I do not know exactly ScanSnap method, but a lot if scanner make first a picture (JPG or TIFF), which is converted to PDF
In the second step there could be surely a special extension change: from PDF to PDF, but those are definitely different.

If it helps you further please give some munition how to step-on, or when do you expect Quicken can solve this issue?

Smokey Joe

I have filed a "Problem Report" twice in the last couple of weeks about a very similar problem I have. Most of my attachments are JPG files and they attach fine but the preview window is blank. When I start QW for the first time I can see the attachments and everything is OK. I tried several other attachments and everything was ok. I tried one mor and the message was "Quicken can't find the file". After that, all other attachments (PDF and JPG) were showing a blank attachment window. This error started about three weeks ago.

Smokey Joe

As a follow up, I was adding a transaction attachment to a credit card purchase and discovered if you add the same attachment again, then both attachments are visible.

To prove this, I went back to another transaction and added the same attachment again and both attachments were visible.

Apparently only one attachment is the problem?

PS; All attachments are visible when using the web interface. It is only when using the desktop version that the problem is apparent.