> For the complete documentation index, see [llms.txt](https://docs.cw.crisisworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cw.crisisworks.com/security-and-support/faqs/troubleshooting/correspondence/strange-characters-in-pdf-mail-merge.md).

# Strange characters in PDF mail merge

## Problem

When [generating a mail merge](/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions.md#generate-merge), strange characters are appearing in the PDF output.

## Explanations

### Non-standard characters

Copy and paste from applications such as Microsoft Word can put non-standard characters into the HTML which is converted into Unicode.

These mainly include punctuation such as:

* Curved apostrophes
* Curved quotes
* Dashes of various lengths (such as the long dash)

<figure><img src="/files/znPa0PrJJfuiUN8BL8Az" alt=""><figcaption><p>example of strange characters resulting from use of a wrong apostrophe</p></figcaption></figure>

#### Solution

Locate the non-standard characters and replace them with web safe (Unicode) alternatives.

This can also be achieved by copying the text into a plain text editor like Notepad (Windows) or TextEdit (macOS) to strip out the non-standard text).

## More Help

If you've read through these instructions and are still stuck [contact the Service Desk](/security-and-support/maintenance-and-support/accessing-support.md) we can assist you to identify potential problems with the template/s.

Send us a copy of your HTML via the service desk and we can help to resolve the issue.


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