# Strange characters in PDF mail merge

## Problem

When [generating a mail merge](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#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="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2F07UXwDczcfAvK8kulKNC%2Fimage.png?alt=media&#x26;token=6746cea2-b00e-4863-882c-46725d5ce32b" 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](https://docs.cw.crisisworks.com/security-and-support/maintenance-and-support/accessing-support) 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.