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kacey_3785
kacey_3785
Participant
May 7, 2026
Answered

User signature will not stay saved for signing documents.

  • May 7, 2026
  • 2 replies
  • 122 views

We have a user who signs a lot of receipts and other documents. 

They usually have their Signature and Initials saved so they can just click the Add Signature button and put their signature directly on receipts and approvals. However, every few documents, the signature completely disappears (seen in screenshot below) and gives the Add Signature prompt again.

  • I have ensured the user has full access to the location of the signature image they upload and the folder where Adobe saves the user's signature.
  • I have double-checked that we are clicking ‘Save Signature’ each time we re-upload the signature. 
  • I have run the “Repair Installation” on Adobe Acrobat
  • I have completely uninstalled and reinstalled both Adobe Acrobat and Adobe Creative Cloud
  • I have checked Adobe Acrobat for updates (there are none - it is the most up-to-date version of the software)
  • I have tried setting the language of the software to ‘same as system’ and back to ‘English’
  • I had the user sign out and back into the Adobe products

Are there any ways to troubleshoot this further?

Correct answer Meenakshi0101

Hi kacey_3785,

 

Thank you for reaching out, and sorry to hear about your experience.

 

Signatures are stored locally, and corruption here can cause both disappearance and upload errors. Please try the following steps:

  • Close Acrobat completely
  • Navigate to: C:\Users\<YourUserName>\AppData\Roaming\Adobe\Acrobat\<version>\Security
  • Locate and rename the file: signatures.db → signatures_old.db
  • Relaunch Acrobat and try creating/uploading a signature again.

Try to reset the application preferences: 

  • Rename the Acrobat preferences folder: C:\Users\<User>\AppData\Roaming\Adobe\Acrobat\<version>

Reboot the machine once after these steps.

 

Let us know how it goes.

 

Thanks,

Meenakshi

2 replies

T
Thomas-YMTK
Participant
July 2, 2026

Hello,

I've had the same problem for a few weeks now, on MacOS26 with Acrobat 2026.001.21691

What is the path, on Mac, to the files to be reset? 

 

Thanks

Meenakshi0101
Community Manager
Meenakshi0101Community Manager
Community Manager
July 2, 2026

Hi Thomas-YMTK,

 

Thank you for reaching out, and sorry to hear that you are experiencing the same issue.

Please try once reinstalling the application using the steps suggested below:

  • Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html). Empty the trash folder.
  • Reboot the machine 
  • Install Adobe Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html. 

 

Let us know if you still experience the same issue.

 

Thanks,

Meenakshi

    T
    Thomas-YMTK
    Participant
    July 2, 2026

    Thanks.

    For information, if other people concerned, I had to go a step further than your procedure, as the first attempt wasn’t successful. On the second attempt, after running the tool, I manually searched for and deleted all files containing ‘acrobat’ in their names – and there were still plenty left. After one final restart and a fresh reinstallation, I got my signatures back. Succeed !

    Meenakshi0101
    Community Manager
    Meenakshi0101Community ManagerCorrect answer
    Community Manager
    May 8, 2026

    Hi kacey_3785,

     

    Thank you for reaching out, and sorry to hear about your experience.

     

    Signatures are stored locally, and corruption here can cause both disappearance and upload errors. Please try the following steps:

    • Close Acrobat completely
    • Navigate to: C:\Users\<YourUserName>\AppData\Roaming\Adobe\Acrobat\<version>\Security
    • Locate and rename the file: signatures.db → signatures_old.db
    • Relaunch Acrobat and try creating/uploading a signature again.

    Try to reset the application preferences: 

    • Rename the Acrobat preferences folder: C:\Users\<User>\AppData\Roaming\Adobe\Acrobat\<version>

    Reboot the machine once after these steps.

     

    Let us know how it goes.

     

    Thanks,

    Meenakshi

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