Problems pdf macro

[Sven Trzeciak]

For about three days, I have been experiencing an issue where the PDF viewer macro—on pages where it was previously embedded—fails to display in 50% of cases. Additionally, on newly created pages that also contain only a PDF viewer macro, I cannot see the PDF after the page has been created.

[Arkadiusz Wroblewski]

Hello @Sven Trzeciak 

Are the failing PDFs attached directly to the same page as the PDF macro, or does the macro reference PDFs attached to another page?

Could you try this controlled test?

Create a new blank page.
Attach a small PDF directly to that same page.
Insert the /PDF macro and select that attachment.
Publish the page.

Does that PDF render reliably?

Your Admin should open a Support ticket. Overall, we can narrow it down, but we cannot see backend as community members.

Best,

Arek🤠

[Show Prove]

Thanks for the detailed troubleshooting steps. The controlled test with a blank page and a small PDF attached directly to the same page makes sense, especially for determining whether the issue is related to the attachment location or the PDF macro itself.

I’d also check whether the behavior is consistent across different PDF files and pages. If the simple test works but the original page still fails, that should help narrow the issue down considerably before opening a Support ticket.

[Sven Trzeciak]

We had a set of pages that were all structured identically, yet now 50% of them fail to display correctly—despite the fact that their structure and the tools used to generate the PDFs are exactly the same across the board. Even when creating a new test page, the PDFs that previously worked continue to display, while the others still do not. We have opened a support ticket with Atlassian. Furthermore, the display quality within the PDF Viewer Macro has deteriorated in several respects; scaling is now restricted to preset increments rather than allowing for custom adjustments. We specifically require the 100% to 150% zoom range, which is no longer available. Consequently, the product has become unusable for us, given the volume of PDFs we display. Additionally, full-screen rendering has worsened, and the presentation mode has been removed entirely. This degradation also extends to the viewing of PDFs as attachments. We are at a loss as to why the PDF viewing experience is being compromised for customers across the board—especially considering the lack of alternative products available on the Marketplace.

[Arkadiusz Wroblewski]

@Sven Trzeciak 

So for now, I think the best approach is to wait for a definitive statement or clarification from Atlassian.

Most of us here are users just like you, not Atlassian employees, so anything beyond that would mostly be speculation.

[Sven Trzeciak]

All the PDF documents were created using Word. It turns out that older documents were no longer loading correctly with the new version of the PDF macro. I had to save all the documents as PDFs again—a real treat when dealing with hundreds of them. I have no idea why the older PDF documents were suddenly incompatible; after all, PDF is supposed to be a standard format. So far, I haven't received any information from Atlassian.

[Sven Trzeciak]

After things were working yesterday afternoon, today everything is back to how it was before. It turns out the issue wasn't the old PDFs after all, as we also have PDFs that were rendered recently and are working fine elsewhere. It still looks like there are major problems with the attachments; files that were there yesterday have disappeared again today, and when re-uploaded, they reappear with all their previous versions. We still haven't received any response, and our staff cannot work because these files are missing. Just letting you know, as I’m out of ideas.