Can't add a digital certificate (and Support closed my case without solving it)

Question

I have a digital certificate and I can sign with it any PDF file.

But when I try to add a new one, the app ignores it and it doesn't appear on the list of certificates to use it. No error messages, no thing.

I tried contacting support, and also I had a 30 minute call sharing my screen with a Support technician. They said it would be reviewed and after a while my case was closed, sending me a link to a page talking about graphical signing, not certificate signing.

Anybody else with that problem?

I tried both Windows and Mac versions of Acrobat. Both paid and free versions.

AnandSri · Answer

Hello,

I hope you're doing well, and we apologize for the delayed response and the trouble.

Please ensure you have the latest version of Acrobat installed on the machine: 24.005.20421 Optional update, Feb 24, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check. For more information, see this: https://adobe.ly/4kmsGR6.

See this article to learn more about Digital Certificates: https://adobe.ly/4igLAHk

If the issue persists, please use the Acrobat Cleaner tool to remove the installed app, restart the machine, and download Acrobat.

Let us know how it goes.

Thanks,

Anand Sri.

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