Documents stuck with Signing status after being Approved

This support note applies to:

AO Tax (NZ)
AO Tax (AU)
AE Tax (AU)
AE Tax Series 6 & 8 (AU)
AO Statutory Reporter (AU)
AE Statutory Reporter (NZ)
AE Statutory Reporter (AU)
Workpapers (NZ)
AO Practice Manager (NZ)
AO Practice Manager (AU)
AE Practice Manager (NZ)
AE Practice Manager (AU)

Article ID: 38541

In MYOB Portal you may find your client has approved a PDF document, but you haven't received an email stating this. When you go into the Task in the Portal the status is Signing and not Approved.

This issue will occur when the original document has security enabled, or when it was created with PDF Version 1.3 (Acrobat 4.x) or lower.

To fix the issue, you will need to delete the Task in the Portal, then recreate the PDF document without security and in PDF Version 1.4 or above.

To check the PDF version

Open the PDF in Adobe Reader and click on File > Properties.
On the Description tab at the bottom in the Advanced section, the PDF Version detail must be v1.4 (Acrobat 5.x) or above.
Open the PDF document in Adobe Reader and look at the name in the titlebar. Ensure it doesn't include the word (Secured) and doesn't ask for a password when opening.

All documents created by MYOB PDF Manager 1.6 and 1.7 are created using PDF version 1.4 (Acrobat 5.x)

MYOB INTERNAL STAFF ONLY

Insert PR# 141669757798
SR# 141578736371