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Mark HWS
Participant
Dec 13, 2023 3:07 AM UTC
Question

Need to Fill and Sign signature twice

Hi, 

This happens occassionally across the whole organization.  When we receive a PDF and in the first "Fill and Sign" attempt, the selected signature disappears when we paste it onto the form.  In the 2nd attempt, the signature remains.   So some users who do not notice the first attempted signature has disappeared and email the "approved" form with missing signature.

 

Does anyone has a way to fix this?

 

Thank you.

 

Mark 

    19 replies

    Phylis32088796ssjw
    Participating Frequently
    Dec 10, 2024 10:44 PM UTC

    This happens to my documents sent for fill and sign. The receiver will fill it out, sign it, complete it and then it goes back to a blank document.

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    Souvik Sadhu
    Souvik Sadhu
    Legend
    Dec 12, 2024 4:42 AM UTC

    Hi @Phylis32088796ssjw,

     

    Would you mind testing the workflow on a different email address on your system, and sharing the logs as asked above?

     

    Thanks,

    Souvik

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    Phylis32088796ssjw
    Participating Frequently
    Jan 9, 2025 4:50 PM UTC

    The issue is a bug between the classic and new. I hate the new look and create in classic.  The user usually has just a reader or nothing so the program defaults to new. They have to "switch" to classic before filling out the document.

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    Amal.
    Amal.
    Legend
    Dec 13, 2023 12:21 PM UTC

    Hi @Mark HWS 

     

    Hope you are doing well and thanks for reaching out.

     

    What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.2042X installed. Go to Help > Check for updates and reboot the computer once.

    Also try to repair the installation from the help menu (Win Only) and see if that works.

    Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

     

    Let us know how it goes.

     

    Regards

    Amal

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    Mark HWSAuthor
    Participant
    Dec 18, 2023 2:28 AM UTC

    Hi Amal,

    Thanks for the suggestion.  I have updated the version to 23.008.20421 and did the rest as suggested.  The problem still persists.

     

    regards

    Mark HWS 

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    Amal.
    Amal.
    Legend
    Dec 21, 2023 12:13 PM UTC

    Hi there,

     

    Is this an issue with a particular PDF file or with all the PDFs?  Please share a small video recording of the steps and the issue for more clarity.

    Also, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them for further investigation.

     

    ~Amal

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