Adobe Acrobat Pro freezes when using E-sign

Question

I am experiencing a recurring issue with Adobe Acrobat Pro on my macOS Sonoma 14.6.1 where the application consistently freezes during the E-signature process. Although uninstalling and reinstalling the software temporarily resolves the issue, the problem reoccurs approximately 30 minutes after the fix.

This disruption significantly impacts my workflow, as I need to repeatedly uninstall and reinstall the application just to continue working. My Adobe software is fully updated.

Could you please provide a more permanent solution or escalate this issue to the appropriate technical team? Your prompt assistance would be greatly appreciated.

Tariq Dar · Answer

Hi @TLOOJJ,

Sorry for the delayed response and troubled experience.

I'm following up to see if your issue is resolved. If not, please let us know; we'd be happy to assist.

Please ensure Acrobat is installed with the latest update. To check for pending updates, launch Acrobat> Help > Check for Updates.

Also, we would need the following logs:

Crash freeze logs: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html
Acrobat Process Monitor logs: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html

Fiddler logs: Download Fiddler from: https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:5fd026f3-847a-453d-9836-b47d97870360
• Run Fiddler and go to ‘Tools->Options’
• In the HTTPS tab, ensure the checkboxes ‘Capture HTTP Connect’ and ‘Decrypt HTTPS traffic’ are checked.
• Now, let Fiddler run and launch Acrobat and perform the same operation that caused Acrobat to crash.
• Once complete, save the data by ‘File->Save->All sessions’.
• Please share this data.

Hopefully, these logs will help us identify why the lag in performance is happening on your machine. Let us know if you have any questions.

~Tariq

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