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J
Jacob-Penneo
December 12, 2025
Answered

Penneo's certificates are not trusted on Adobe EUTL

  • December 12, 2025
  • 2 replies
  • 644 views

Dear Adobe Team,

Is Adobe EUTL out of sync with the EU Trusted List?


Penneo A/S is a Qualified Trust Service Provider based in Denmark, and our qualified CAs are no longer showing as trusted in Adobe Acrobat Reader, even after reloading the trusted certificates through the Preferences => Trust Manager menu.

Our Qualified Root and Intermediate CAs haven't changed or expired, our CRLs are published as normal, and we're still included in the Danish edition of the European Union Trusted List: https://eidas.ec.europa.eu/efda/trust-services/browse/eidas/tls/tl/DK.

Unfortunately we have not received any response from the team at aatl-info@adobe.com, whom we first contacted on November 28th. This is now an urgent matter for our customers, who rely on the signature validation feature of Adobe Acrobat Reader. Any help will be greatly appreciated.

Sincerely,
Jacob
Principal Product Manager at Penneo
Correct answer Jacob-Penneo

Thank you very much. For me Acrobat doesn't detect the certificate as Qualified.

JacobPenneo_0-1765812867225.png

I tried to add the certificate to Trusted Certificates in the settings, but this didn't help. Since trying, I no longer see the "add" option, but I don't see the certificate in the list of trusted certificates either. 

----

I just saw your second reply. It's very helpful to hear that you can reproduce the issue after updating your EUTL, and that all QTSP's in Denmark are impacted. We'll send a new email, with an URGENT subject as Amal suggested, and inform our fellow local QTSPs. 

Thank you sincerely - your assistance troubleshooting this issue has been very helpful! 


Just to close the loop: The AATL team has responded to our email now. They confirm that the issue is due to the Danish TL being unavailable on November 10th. Adobe is sync'ed with the EUTL monthly, and the Danish certificates will be restored with the December update, which is targeted for rollout by end of this week. 

2 replies

MikelKlink
MikelKlink
Participating Frequently
December 12, 2025

Can you share an example PDF signed with one of your certificates for testing purposes?

J
Jacob-PenneoAuthor
December 13, 2025

Please see the attached example, as well as my reply to Amal. Thank you!

MikelKlink
MikelKlink
Participating Frequently
December 15, 2025

I just opened your document and got this:

MikelKlink_0-1765795321563.png

So it looks like the issue either has resolved by itself or there is no general issue at all but merely in your installation (and similar ones). Can you check?

 

 

 

 

Amal.
Amal.
Legend
December 12, 2025

Hi there,

 

Hope you are doing well and thank you for reaching out and for providing the detailed background — we understand how critical this is for your customers.

Adobe Acrobat Reader relies on the Adobe Approved Trust List (AATL) and the EU Trusted List (EUTL) synchronization process to validate Qualified Trust Service Providers. If a Qualified CA that is still present on the national/EU Trusted List is no longer showing as trusted in Acrobat, it usually points to one of the following:

  • A delay or issue in Adobe’s periodic synchronization with the EU Trusted List
  • A metadata or policy-related change in the EUTL entry (even if the CA certificates themselves have not changed)
  • A local cache issue in Acrobat (though you’ve already tried reloading trusted certificates, which helps rule this out)


At this point, since:

  • Your Qualified Root and Intermediate CAs have not changed or expired
  • CRLs are available and functioning
  • Penneo A/S is still listed on the Danish EUTL
  • The issue persists across reloads and is impacting customers

This issue needs to be investigated by Adobe’s Trust/AATL team directly.


Next steps recommended: Continue to work through aatl-info@adobe.com, as this mailbox is the correct channel for AATL/EUTL trust list issues.

If possible, resend your email and clearly mark it as URGENT – EUTL Trust Sync Issue, including:

  • CA common names
  • SHA-256 fingerprints
  • The EUTL reference link (as you shared above)
  • Acrobat Reader version(s) affected

In parallel, open a formal Adobe Enterprise / Technical Support case (if available to you) via Admin console and reference the AATL email. Support teams can internally escalate to the Trust team.

 

We understand the urgency here, especially given the reliance on qualified signature validation, while the Community can’t directly modify trust settings or EUTL sync behavior, raising visibility through support escalation is the fastest path forward.

Thank you for your patience, and we hope this gets resolved soon.

 

~Amal

J
Jacob-PenneoAuthor
December 13, 2025

Hi Amal,

 

Thank you for the quick answer and for your understanding of the urgency.

 

We have sent follow up messages to aatl-info@penneo.com on December 1st, 9th and 12th, but we will try to send a new message with the title you suggest. We're not an Adobe Enterprise customer, so we don't have access to the support channel. Surely this does not make the request any less urgent? Our customers might be Adobe Enterprise customers, but we prefer to not inconvenience them by asking to take on the escalation burden. Is it possible for you to help us via internal channels? 

 

We noticed that the Danish EUTL was unavailable at some point in November. Denmark was greyed out on the Trusted List dashboard at that time, and an "unavailable" message was shown upon clicking. Is it possible that Adobe's periodic sync took place during this window of unavailability, and that this has caused all Danish entities to be missing from Adobe's current version? In this case, a re-sync should solve the problem.

 

Thank you once again!

Best regards,

Jacob

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