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dead riverh6405342
Participant
June 25, 2020
Question

Acrobat 2017 digital signing stuck at loading

  • June 25, 2020
  • 1 reply
  • 2573 views

I have a user who is not able to use the digital signing feature in Acrobat 2017.  I have seen quite a few posts on this and have tried all of the recommended fixes I could locate, including:

 

-purging the appdata user preferences

-uninstalling acrobat , running the acrobat cleanup tool, and doing a fresh install of Acrobat 2017

-Creating a new digital signature ID and setting that ID as default for signing

-Disabling the "Use modern user interface for signing" option

 

No success so far with these.  An interesting side note, the user does have Acrobat Reader DC installed, and the signature feature works fine on that, so we do have a work around.  Has anyone else found any tricks to getting this issue cleared?  Thank you in advance for any assistance you are able to provide.

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
June 25, 2020

Hi there

 

We are sorry for the trouble. As described the application gets stuck while digitally signing the PDF

 

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

 

What is the version of the Adobe Acrobat 2017 you are using? To check the version go to Help > About Adobe Acrobat 2017

 

Make sure you have the latest version 17.11.30171 go to Help > Check for Updates.

 

Also, please try to repair the installation (For Windows Only) Go to Help > Repair Installation and see if that makes any difference.

 

Do you get any error message when you try to digitally sign the PDF? If yes, please share the screenshot of the same for a better understanding.

 

If it still doesn't work, please try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and try using the application there and check.

 

Let us know how it goes

 

Regards

Amal

D
dead riverh6405342Author
Participant
June 26, 2020

The behavior occurs with all PDFs.

The version number is 17.011.30171, checking for updates reveals no new updates available.

I did try to do a repair install before the full uninstall/reinstall of the product. My apologies for leaving that out of the initial posting.

No error is ever presented.  It will just "load" until you close the tool.  Here is a screen grab.

 

The function does work on other user profiles.  The profile I had happened to try earlier this week was the local admin profile.  I should have also specified that this was working for them last week.  This seems to have randomly started occuring this week.  No other software changes have been made on the device recently.

Amal.
Community Manager
Amal.Community Manager
Community Manager
June 26, 2020

Hi there

 

Thank you for sharing the information. As the application is working fine in the new test user profile. it seems to be some issue with the profile in which you are experiencing this issue.

 

Please try to repair the user profle and see if that makes any difference.

 

Regards

Amal

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