Preview PDF Issue on iOS Devices

Problem reported by Varian - 1/27/2025 at 9:43 PM

Resolved

Hi GleamTech Team,

We are encountering an issue when previewing PDF documents on iOS mobile devices. The documents are not loading correctly.

Could you please assist us with this problem

13 Replies

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darmadi Replied

2/4/2025 at 12:42 AM

Hi gleamtech team, any update on this ?
I've encountered same error while previewing my document on ios device as well.
But using android device with same environment, the document can be previewed

Cem Alacayir Replied

2/4/2025 at 12:30 PM

Employee Post

When you report an issue, specify your DocumentUltimate version. For example, v6.x and v7.x are very different in rendering and device support.

For example, you need to update to v6.9.8 (released 9 months ago) which is the last version if you have a v6.x license to fix mobile device problem:

https://support.gleamtech.com/community/a9736/getting-console-error-and-unable-to-view-document-on-mobile.aspx

For v7.x, there should be no problems.

darmadi Replied

2/4/2025 at 10:41 PM

Hi, we're using version GleamTech.7.1.5.0.
And we can't preview document on ios devices, but on android devices there is no problem.

Here is the result from ios and android when previewed the file (using same environment) :

Cem Alacayir Replied

2/5/2025 at 11:30 PM

Employee Post

You need iOS 16.4 meaning Safari 16.4 minimum.Or on older iOS you may use other updated browser like Chrome.

This is described in requirements section of the docs:

https://docs.gleamtech.com/documentultimate/html/system-requirements.htm

Supported browsers

Browsers released in the last 2 years, e.g. Chrome 98+, Safari 16.4+

On product download page, requirements still show for v6.x, it will be updated.

darmadi Replied

2/6/2025 at 12:06 AM

Before we're using gleamtech 6.9.7 and the preview document was fine on all iOS device.

After we upgrade to gleamtech7.1.5 the preview document seems can not work anymore on some iOS device.

And we're using the preview document in our mobile app, so I think we can't switch to another browser since the preview is inside the app.

Any suggestion for our case ?

Cem Alacayir Replied

2/6/2025 at 12:27 AM

Employee Post

What is the exact iOS version you have on the phone? Maybe we can implement a fix for it. Yes v6.x supported older browsers but v7.x has modern rendering which requires some new JS features in the browser.

darmadi Replied

2/6/2025 at 1:19 AM

I'm using iOS 15.4.1 personally, but high probability our users might use lower version of iOS version. Most of our users are workers and not often to buy a new phone.

And I just receive feedback from one of our user (using iOS 18.2.1), also intermittently can not preview the document also. Sometimes can, but sometimes can not.

darmadi Replied

2/11/2025 at 1:34 AM

Hi Cem, any update for this case ?

Cem Alacayir Replied

2/11/2025 at 3:57 AM

Employee Post

Yes, I examined the issue. It works as expected on Safari iOS 16.4. It's complaing about JS syntax errors on Safari iOS 15.4 thus the viewer is not rendered. The error in the console is below, to be specific:

SyntaxError: Unexpected token '{'

This is due to underlying PDF.js library's requirement of iOS 16.4, i.e pdfjs-dist builds for latest versions (v4.x) has JS compiled for "Safari >= 16.4" which means it needs JS syntax and features supported after that version.

When I recompiled pdfjs for "Safari >= 15.4", it works (no JS errors) but this time our CSS theme is not properly supported (viewer looks glitched).

So it's hard to support iOS 15.x (it's from 2021, 4 years old) so I am not sure if it's worth the hassle to support.

darmadi Replied

2/11/2025 at 7:29 PM

so, will it be fixed or how ?
because majority of our users using low end mobile phone ios (ios < 16.4)

darmadi Replied

3/5/2025 at 6:38 PM

Hi Cem, there's feedback from our users using iOS 18.3.

Sometimes the document preview can be shown, and sometimes it can not be shown on iOS device.

I don't know if it's related with previous issue. Can you help to check it ?

Below I attached the video, can be seen when the document sometimes can not be previewed and iOS version is 18.3 at the end of video.

WhatsApp Video 2025-03-05 at 12.28.35 PM.mp4

Cem Alacayir Replied

4/14/2025 at 7:20 PM

Employee Post

In your user's video, first time she clicks she sees "File Not Found" error on your page, so you should check your viewer host page. Seems like you are not loading the document correctly. After that eror, viewer misbehaves. Maybe it's page caching problem, did you try opening your host page with a unique query string parameter so it's not aggeresively cached by iOS Safari?

Varian Replied

4/21/2025 at 7:39 PM

Hi Cem,

We tried the latest version, 7.5.9, and the intermittent issue on iOS 18.3 appears to be resolved. However, we also tested on iOS versions lower than 16.4 and are still encountering this problem.

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