Applies to: Kivo Part 11 E-Signatures using the Embedded Signature format.
Required Permissions: View or download access to the signed document
Introduction
When a document is signed using Kivo's Embedded Signature format, the signature, reason for signing, and date are placed directly in the document at the location chosen by the author. Some users downloading the signed PDF on a Mac have noticed that the signature box is visible, but the signature, reason, and date inside it are blank.
This is a known display limitation of the Preview app on macOS. It is not a bug in Kivo, and the signature has not been lost or removed.
Signs
The signed PDF is opened in Mac Preview.
The embedded signature box appears on the page, but the signature, reason, and date are empty.
The signature manifest (signature page) at the end of the document still shows the signature details correctly.
The same file displays the signature correctly when opened in another PDF viewer.
Why This Happens
Kivo's signed PDFs are built with multiple layers. These layers are required so the document can be printed from Adobe Acrobat without errors.
Mac Preview does not render these layers correctly and hides the embedded signature block as a result. This is a trade-off: removing the layers would fix the display in Preview but would stop the document from printing correctly in Adobe.
The issue is specific to Mac Preview. The signature displays correctly in Adobe Acrobat and other common PDF viewers on both Mac and Windows.
Resolution
Open the signed PDF in a different PDF viewer, such as:
Adobe Acrobat Reader (free, recommended)
Google Chrome, Microsoft Edge, or Mozilla Firefox (drag the PDF into a browser window, or right-click the file and choose Open With)
Optional: Set Adobe Acrobat Reader as Your Default PDF App on Mac
In Finder, right-click any PDF and select Get Info
Under Open with, select Adobe Acrobat Reader
Click Change All… and confirm
Tip: Avoid re-saving or exporting a signed PDF from Preview. The controlled, signed version of the document is always the one stored in Kivo.
Confirming the Signature Is Intact
Even when the embedded block appears blank in Preview, the signature is fully recorded. You can confirm this by:
Checking the signature manifest appended to the end of the PDF
Reviewing the document's audit trail in Kivo, which captures the signer, reason, date, and time
When to Contact Support
If the embedded signature is also blank in Adobe Acrobat Reader or another viewer, or the signature manifest is missing details, contact Kivo Support at [email protected].
Please include:
Document name and control number
The PDF viewer and operating system used
A screenshot of the blank signature area