Signatures missing when a PDF is opened by Acrobat PRO 2017

Forum|Forum|5 years ago
May 19, 2020
3 replies
1723 views

Good afternoon,

I have a client using Acrobat 2017 that is downloading PDFs from Box (online file share). When the file is viewed in box, the document has e-sigs in various locations. When the file is downloaded and opened in Acrobat Pro 2017 (version 2017.011.30171) or Reader (version 2020.009.20063) the signatures are missing. I do not know what version of Acrobat the signers are using

I am not an adobe expert in any shape or form, but does anybody have any ideas? I logged the user in, checked for updates, etc and nothing changes.

I've attached two screeen shots, one with a sig (viewed from box) and the other without a sig (downloaded and opened in Acrobat 2017).

I really appreciate the help!

Gene

This topic has been closed for replies.

A

Anonymous

Any update on this thread

- Experiencing a similar issue with one of our users.

E

emcgeehanAuthor

Participant

not from me. My user gave up

A

Anonymous

So I'm guessing you didn't provide the document to AnandSri?

AnandSri

Legend

Hi there!

I hope you are doing well and sorry for the trouble you had.

Would it be possible to share the PDF file with us in which the signatures are not visible in a Private message so that we can test it at our end? Upload the file to the Document Cloud, generate the share link, and send it in the private message only.

Please ask the user(signers) to install the latest update of Acrobat 2017 or Reader DC on their machine and then open the PDF file containing the signatures.

For testing purposes only, please disable the 'Protected Mode at startup' from the Edit menu of the application > select Enhanced Security > and uncheck the box or Protected Mode> Click OK, restart the application and check.

Note: Please enable the Protected mode after testing.

Let us know how it goes and share your observations.

Thanks,

Anand Sri.