Overview
If Broki can't read a PDF while you prepare or complete a signing package, it shows a message such as "This PDF could not be opened: …". The text after the colon is the technical reason, and sometimes includes words like "toHex" or "Invalid PDF structure". These all mean the same thing: the file's internal structure is damaged, unusual, or protected, and Broki can't turn it into pages.
The fix is almost always to make a clean copy of the document and use that instead. This article lists each PDF message, where it appears, and what to do.
Also called: toHex error.
At a glance
This article is for a PDF Broki can't open while you prepare or finish a signing package.
A message such as "This PDF could not be opened: …" means the file is damaged, unusual, or protected. Words like "toHex" are that same error.
Make a clean copy with "Print to PDF", upload it, and remove the old file from the package.
If the error appears after everyone has signed, the signatures and certificate are still recorded. Send a new package with the clean copy.
New uploads in the e-sign composer must be PDFs.
The message you see decides the fix. "This PDF could not be opened" and a file that is not a PDF or an image are fixed by saving a clean PDF. An empty document or an image that could not be opened needs a new upload or a PDF conversion. "Could not download this document" is fixed by opening the field editor again. "One or more documents could not be processed" after everyone has signed means you send a new package with the clean copy.
Before you begin
Before you replace a PDF, have the original file and a way to print it to PDF.
Have the original file on your computer, or know where to download it again (lender portal, client upload, your own records).
You need a PDF viewer that can "Print to PDF" (or "Save as PDF"). Most operating systems include one.
Step-by-step instructions
These steps make a clean PDF and, if needed, send that copy in a new package after signing.
Make a clean copy of a PDF
Make a clean copy of a PDF with "Print to PDF", then use that file in the package.
Open the PDF on your computer.
Choose Print, then pick "Print to PDF" or "Save as PDF" as the printer.
Save the new file with a clear name, for example "Commitment - Alex Sample - clean.pdf".
In Broki, upload the new file, either in the e-sign composer under Select documents or on the mortgage file's Documents tab.
Remove the old copy from the package and select the new one.
Select Send for signature and check that every page appears in the field editor.
Before you continue: printing to PDF flattens the file. Fillable form fields become fixed text, which is fine for e-sign because Broki places its own fields on top.
Fix a PDF after everyone has signed
Fix a PDF after everyone has signed by sending a new package with a clean copy of the document that failed.
Open the package in the history. If you see "One or more documents could not be processed (encrypted, password-protected, or invalid)…", the signatures and the certificate are recorded, but Broki couldn't create the signed copy of one or more documents.
Make a clean copy of the affected document as described above.
Send a new package containing the clean copy to the same recipients, so the signed copy is created from a readable file.
Practical examples and other ways to use it
These examples are a protected lender download, a client photo, and a combined PDF.
Lender commitment downloaded from a portal. Some portal downloads are protected. Print it to PDF before adding it to the package.
Client-uploaded scan. If a client uploaded a photo, use Convert to PDF on the mortgage file's Documents tab first, then approve it and add it to the package.
Combined PDF from another tool. If one combined file fails, add the original separate files instead to find the one that's damaged.
Common mistakes and how to avoid them
These mistakes are uploading the same file again, sending a protected PDF, or reusing an old compliance document.
Uploading the same file again. Re-uploading the identical file gives the same error. Make a clean copy first.
Sending password-protected PDFs. The composer warns: "For best results use a fresh copy or "Print to PDF" — avoid password-protected or pre-certified files". Remove the protection or print to PDF before uploading.
Using a compliance document from an old session. If you see "Compliance PDF is not available locally. Re-generate it from the Compliance tab, then open e-sign again.", generate the document again on the Compliance tab.
Troubleshooting
This troubleshooting section matches each on-screen PDF message to a fix.
"This PDF could not be opened: …" (may mention toHex)
The message "This PDF could not be opened: …" (which may mention toHex) means Broki couldn't read the file.
Possible causes
The PDF is damaged, saved in an unusual way, or protected.
To fix
Make a clean copy with "Print to PDF".
Upload it and replace the original in the package.
Confirm it worked
Every page shows in the field editor, and you can place fields.
Contact support if a clean copy also fails. Include the loan code or borrower name, the document name, the exact message, and the approximate time. Don't send the document itself unless support asks.
"This file is not a PDF or an image, so it cannot be prepared for signing. Convert it to PDF and upload it again."
The message "This file is not a PDF or an image, so it cannot be prepared for signing. Convert it to PDF and upload it again." means the document is another file type.
Possible causes
The document is a Word file, spreadsheet or another format.
To fix
Open the file and save or print it as a PDF.
Upload the PDF.
"This document is empty (the file downloaded with no content)."
The message "This document is empty (the file downloaded with no content)." means the stored file has nothing in it.
Possible causes
The upload didn't complete, so the stored file has no content.
To fix
Upload the document again on the mortgage file's Documents tab.
Approve it and add it to the package.
"Could not download this document (HTTP …)."
The message "Could not download this document (HTTP …)." means Broki couldn't reach the stored file.
Possible causes
The stored file is missing or couldn't be reached at that moment.
To fix
Close the field editor and select Send for signature again.
If the message returns, upload the document again.
Contact support if it persists. Include the loan code, the document name and the exact message, including the number shown.
"This image could not be opened."
The message "This image could not be opened." means an image on the mortgage file couldn't be prepared for signing.
Possible causes
An image file on the mortgage file is damaged or in an unsupported format.
To fix
Convert it with Convert to PDF on the Documents tab, or ask the client for a new photo or scan.
Tips and best practices
These tips catch a bad PDF before recipients are asked to sign.
Print lender and third-party PDFs to PDF before sending them for signature. It removes protection and structural problems up front, before recipients are involved.
Keep one document per file where you can. A damaged page then affects only that document.
Limitations and important behavior
These limits cover protected PDFs that display but won't sign, and which file types can become a signed copy.
Broki can display some password-protected PDFs but still fail to create the signed copy after signing. Removing protection before sending avoids this.
New uploads in the e-sign composer must be PDFs. Image files already on a mortgage file are shown as a single page, but the signed copy can only be created from a PDF.
Frequently asked questions
These answers cover whether printing to PDF changes the document and whether recipients must sign again.
Does printing to PDF change the document's content? No. The text and layout stay the same. Fillable fields become fixed text, and Broki places its own fields on top.
Do my recipients need to do anything? Not if you fix the file before sending. If the error appears after signing, they need to sign the new package with the clean copy.
Related articles
These articles cover sending a package, the e-sign overview, and a signed PDF that won't open.