Skip to main content
bluesockswalk
bluesockswalk
Participant
July 23, 2020
Question

Acrobat Pro DC crashes when processing digital signatures

  • July 23, 2020
  • 6 replies
  • 41581 views

I have users that are attempting to use Adobe Acrobat DC, Version 20.009.20063, but any time they go to sign a document using a certificate, it shows them their certs, but then crashes before the option to save the document anywhere.  There's no error message, it just closes.  If they attempt to open a document that has already been digitally signed it opens and then immediately closes before it fully loads.  Currently they are using Reader to sign documents instead, but obviously that limits their capabilities, as well as complicates ensuring the users are using the right program for what they need to do.

    6 replies

    D
    Diego38818373oyp5
    Participant
    July 25, 2024

    Found a fix: Needed to delete the following 3 files:

    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

    Then it worked for me.

    W
    WFEL29110854ghpa
    Participant
    November 30, 2023

    For me the that worked 100%

    Fix

     

    disable Protected View

    1. Choose Preferences.
    2. From the Categories on the left, select Security (Enhanced).
    3. Select the Enable Enhanced Security option.
    4. Choose one of the following options: Off. Disables Protected View, if you have enabled it. Protected View is off by default. Files From Potentially Unsafe Locations.

     

    U
    UnknownUser007
    Participating Frequently
    November 30, 2023

    great - same workaround I suggested 2 Years ago still works.

     

    That ain't a fix in my opinion - just a workaround. Seems like Adobe still doesn't have a clue - wow.

    B
    Bojan33940986wklg
    Participant
    November 29, 2023

    Just run it as Administrator privileges. It solve issue. Add this preference under shortcut properties and it works fine every time

    P
    Peter.Priestley
    Participant
    November 29, 2023

    Only Issue is that we do not want our users having admin privelege on their devices, so maybe for individual users but for a corporation this solution wont work.

    D
    David23422117onyy
    Participant
    March 3, 2022

    I have same problem. Acrobat DC crashes if I try to digitally sign. None of the suggested fixes work. 

    D
    David23422117onyy
    Participant
    March 22, 2022

    I have the same problem.  Every time I try to apply a signature with a certificate, Adobe DC immediately crashes. This is apparently a very common and persistent problem which the Adobe team chooses to ignore or does not know how to fix.  If anyone (besides Amal at Adobe, who offers only questions but no answers) has any suggestions, please post them here.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    March 23, 2022

    Hi there

     

    We are sorry to hear that the issue still exists. Please update the application to the recent version 22.1.20085 from the help menu > check for updates and reboot the computer once and check.

     

    Regards

    Amal

    milapg1617821
    milapg1617821
    Participant
    January 14, 2022

    We too are facing same issue with Reader freezing when trying to apply digital signature using version 21.007.20099.  Is there any updates on the root cause and any work around that we can use to support our users?  This is hampering work critically.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    January 14, 2022

    Hi there,

     

    We are sorry to hear that. The new version 21.11.20039 for Adobe Acrobat and Reader DC is now available.

     

    Please update the application from the help menu > check for updates and reboot the computer once and see if that works for you.

     

    Regards

    Amal

    C
    cemreakin
    Participant
    January 19, 2022

    Dear Amal, 

     

    We are having the same issue and today we were informed by the Digital Signature Company that Adobe doesn't support the latest version of the digital signature root certificate. I might have gotten this wrong but they said Adobe only supports upto Hierarchy 6 and the latest issued e-signatures are using Hierarchy 7.

     

    Can you share when we can expect this update?

    Otherwise we will have to cancel our Adobe Pro and buy a different product.

    All the best, 

    Cemre

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    July 23, 2020

    Hi there

     

    We are sorry for the trouble. As described the application is crashing on opening/signing the PDF documents.

     

    Are you trying to open the documents stored on a shared network/drive? If yes, please try to download the documents to your computer locally and then try to open with Adobe Acrobat DC and check.

     

    As we can see you are using an old version 20.009.20063 of Adobe Acrobat DC, please update the application to the new version 20.009.20074 from the help menu > check for updates.

    You may also download the patch manually using the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that helps.

     

    If it still doesn't work please try to turn off the protected mode for testing and see if that makes any difference. Go to Edit (Windows), Adobe Acrobat DC (Mac) > Preferences > Enhanced Security  > Turn Off the protected mode and uncheck the enhanced security > Click ok
    Note: Please turn on the security after testing.

     

    Also, please check for any missing/pending updates for computer OS and try updating them.

     

    You may also take a look at the help article listed below for more details.

    1.For Mac - https://helpx.adobe.com/in/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

    2. For Windows - https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

     

    Let us know how it goes

     

    Regards

    Amal

     

      bluesockswalk
      bluesockswalkAuthor
      Participant
      July 24, 2020

      I did already try saving the documents to save them locally, and unfortunately the 20.009.20063 version is the latest that I am authorized to install on my network.  As far as the Enhance Security Mode goes, I was unable to change that through Adobe, the option was greyed out, but after I changed it in the registry users were again able to sign documents.  Obviously me going and editing the registry every time they need to sign a document is not feasible.  Can you provide me with what vulnerabilities I risk by leaving it unchecked, and/or any other steps that I might take to enable the digital signing functionality without unchecking it?  Oh, and the OS is as up-to date as I am currently able to make it.

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      July 30, 2020

      Hi there

       

      We are sorry for the delay in response. As mentioned, the uders were able to sign again after changing the security settings.

       

      Please take a look at the help page https://helpx.adobe.com/acrobat/using/protected-view-feature-pdfs-windows.html and see if that helps.

       

      Regards

      Amal

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices