Police Certificate Denied?

[qwmzy 0]

My wife is going through the process of immigrating to the U.S., we recently submitted a Police Certificate to CEAC. Everything else was accepted. CEAC stated that the Police Certificate is unreadable and rejected the document. I had double checked the document before uploading, and even after the rejection. The document is perfectly readable and in a file format that should be perfectly acceptable (.PDF). We submitted an inquiry via the email system and are awaiting a response, but the last time we did this they just gave us an automated response that didn't answer any of our questions and we are afraid this may happen again. We also tried calling, but were told through an automated answering machine that the phones were shut down so they can focus on finishing peoples documents. Has anyone had similar issues or can anyone offer a solution? Thank you all in advance!

[Chancy 6,241]

3 hours ago, qwmzy said:

CEAC stated that the Police Certificate is unreadable and rejected the document. I had double checked the document before uploading, and even after the rejection. The document is perfectly readable and in a file format that should be perfectly acceptable (.PDF).

 

Any chance the PDF file is password-protected?  Also, is the document in the correct orientation (portrait/landscape)?

 

Edited October 3, 2023 by Chancy
clarification