> 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/system-administration/pdf-presentation-issues-in-mail-merge.md).

# PDF presentation issues in mail merge

## Problem

You're running a mail merge, however there are problems with the display, such as:

* Letterhead in the template is not being displayed
* Letterhead appears blurry, compressed or low resolution

Some or all of these may be present.

## Explanations

### Rendering Engine

This issue appears to affect to more frequently affect templates created in Crisisworks 5.

Rendering engine issues may affect some recently created mail merge templates. The problem number for this is #766.

#### Solutions

Unfortunately if you're experiencing this issue, your system administrator may not be able to correct it.

Please don't tick Show Header and/or Show Footer as thes will not show the letterhead and may affect your letter margins.

Our team is working hard on a fix to prevent this happening and this should be available very soon.

There is no need to take any action unless otherwise advised as the fix will be rolled out automatically.

#### Workarounds

* **Pre-printed letterheads** - You can use your own pre-printed letterheads if you have them available.
* **Help Desk manual temporary fix** - our technicians can run a fix on the backend however please note this is not permanent. Please [contact the Service Desk](/security-and-support/maintenance-and-support/accessing-support.md) and provide the ID of the template(s) you want to run the fix for. Note that this will not fix any other template or letterhead so take care identifying them. Please note that if you re-upload your letterhead it will have to be performed again. As such we ask that, if possible, you advise us prior to changing your letterhead.

## More Help

If you still need help, [contact the Service Desk](/security-and-support/maintenance-and-support/accessing-support.md).


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