Problems with e-signature on Mac app after software update on Sept. 25

Question

Hello! I've been experiencing a glitch with Acrobat app on Mac after the software update/refresh on Sept. 25. News release says the update is on Sept. 12, but the clear difference on my side is as of Sept. 25; ie. the recipient name now shows up beside email address.

I work very frequently with e-signatures, and have used the same document successfully close to 500 times in the last year. As of the morning of Sept. 25th, the document is wiped clean when I sent it for eSignature. I complete and save the document, go to e-signature, put in the Email and Name and Continue, and then the entire document is wiped clean of any information it had in it and it is blank. I tested sending it back and forth thinking the data is just hidden, but no, the information is completely gone and the document has all blank fields, with none of the data that I had input and saved.

I am using the latest version of the app on my iMac, iOS Venture 13.5.2, and Acrobat Pro version 2023.006.20320. Restarted computer a couple of times, cleared browser history, and ensured I have all the latest versions of everything. I resorted to trying it on the web and worked there after a couple of tries, so the problem seems to lie in the app, which I used exclusively until now.

I thought the glitch would be solved in a few hours, but next day same thing. I am not doing any steps differently than what I have been doing over the last year. How do I get the text to carry over again while using the desktop app?

Thank you in advance!

Amal. · Answer

Hi @Cristina3251397168zq ,

I'm really glad you reached out. I hope you're doing okay.

I'm sorry to hear that you're experiencing difficulties with your PDFs. It's important to figure out if this issue is specific to one file or if it's happening with all of them. Could you try opening a different PDF and see if you encounter the same problem?

Since you've already updated the application, the next step would be to reset the Acrobat preferences. There's a helpful guide here: Resetting Acrobat Preference Settings.

If that doesn't resolve the issue, you might consider creating a new test user profile with full admin rights or enabling the root account on your MAC. This could potentially help us isolate the problem.

If the issue persists, it would be incredibly helpful if you could collect the Adobe CC logs. You can find instructions on how to do this here: Collecting Adobe CC Logs. Once you have the log file, you can upload it to any cloud storage platform and share the link with us. This will greatly assist us in further investigating the issue.

Thank you for your patience and cooperation. We're here to support you through this.

~Amal

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