Acrobat crashes on signature validation

Report · Apr 09, 2020

We have a digitally signed PDF file (attached). When Acrobat (2020.006.20042) opens the file and tries to validate the signature, it simply crashes.

If we deactivate automatic signature validation on load, then load the file and manually execute signature validation a message box is displayed: "Unknown Error. Support Information: CDSHandler-1417", in the signature panel the signature appears to be validated (it has the green check), and the blue ribbon at the top says "Signed and all signatures are valid". After clicking ok in the message box the signature in the signature panel can be expanded and everything seems ok.

Searching on Google for CDSHandler 1417 yeilds no results.

Previous versions of Acrobat can validate the signature without problems.

Any idea why this happens?

Report · Apr 09, 2020

Hi there

We are sorry for the trouble. As described the application is crashing on validating signature in the PDF file.

Is this a behavior with a particular PDf file or with all the PDFs that you try to open? Please try with a different PDF file and check.

Would you mind sharing the workflow/steps you are doing to create the PDF file? Are you trying to create the PDF file from the web browser? Also, what is the workflow or steps you are doing to sign the PDF file digitally?

We have tested the PDF file that was attached and found that it was created with a third party application Skia PDF. Please create the PDF using the Adobe Acrobat DC and try signing it and check.

Let us know how it goes

Regards

Amal

Regards
Amal

Report · Apr 14, 2020

Hi,

If I create a PDF file with Acrobat from a web page and sign it then the signature validation works.

If I use a PDF file created with another tool (the PDF file is valid as it has been checked with Preflight and other tools) then the manual signature validation works, the message below is displayed

But as soon as we click on Close, the Acrobat crashes without any error messages. This behavior (link to PDF file) is different from the one in the inital post when manual signature validation displayed some internal error message.

Mihai Iancu

Report · Apr 15, 2020

Hi Michai

Thank you for sharing the update. As described the application is now crashing when you click on the close button.

Would you mind sharing the crash logs with us for further investigation? Please refer to the help article (https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html)

Upload the crash logs to the document cloud (https://documentcloud.adobe.com/link/home/) generate the link and share it with us.

Regards

Amal

Regards
Amal

Report · Apr 17, 2020

Hi Amal,

Here it is a link to the dump file:

https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3Ad297bf9d-ca3d-49c6-a431-8539...

We discovered that the crash is related to how the annotations are stored in the page's /Annots array. If the annotations are embedded as direct objects in the /Annots array, signature validation on the signed file crashes but if the annotations are referenced as indirect objects then the signature validation on the signed file is ok.

Report · Apr 20, 2020

Hi there

Thank you for sharing the dump file and your observation around this issue.

We have shared the dump to the engineering team for further investigation. We will share the update as soon as we will hear anything from them.

Regards

Amal

Regards
Amal

Report · Apr 30, 2020

Dear Amal,

I just found your messages about the crash of Reader.

My company is facing the same issue with hundreds of signed documents, and this is really a problem. We cannot afford to have these documents signed again, and it looks very bad when the signing parties see Adobe reader crash when simply trying to open their contract.

Do you plan to deliver a fix in a next upgrade ? Can you please give me more information on when this issue will be handled by your engineering teams ?

Many thanks and best regards,
Laurent LMC

Report · May 05, 2020

Hi Laurent

We are sorry for the trouble and the experience.

Our engineering team is working on this issue to find the fix. We will share the update as soon as we will hear anything from them.

Thanks for your time and patience.

Regards

Amal

Regards
Amal

Report · May 13, 2020

Dear Amal,

I saw that a new version (Version 2020.009.20063) was released and thus I installed it this morning.

The problem with our documents is even worse now : with this new version, Acrobat Reader DC now considers our signatures as "not valid", whereas they used to be 100% valid before we detected the first issue ! This puts us in a terrible situation towards our partners and customers 😞

Can you please double-check this with the engineering team?

I'm afraid that, if any modification was brought regarding this issue, it is not suitable.

-EDIT-

To make things clearer, documents signed by more than 1 party show a message saying "At least one signature is not valid".
The signature panel shows a message saying that the document has been modified or damaged since it was signed - which is not accurate, because the only modification brought to the document was the first signature...

-/EDIT-

Thanks in advance for your feedback.

Regards,

Laurent

Report · May 13, 2020

Hi Laurent

We are sorry to hear that. As described you are getting the error message 'At least one signature is not valid'

Is this a behavior with a particular PDF file or with all the PDFs having the signature. Please check with a different PDF file.

This error occurs when the signature certificate is not added to the trusted identities.

Please try the following steps and see if that helps:

Open the PDF file showing the error.
Click on the signature pannel on the right of the error message.
Click on Validate all links and click OK

If it still doesn't work,

Select the signature which has the problem and right click on it
Select, show signature properties in the drop-down menu.
Click on show certificate button and then click on trust tab.
Click on Add to trusted identities and click OK

Let us know how it goes.

Regards

Amal

Regards
Amal

Report · May 19, 2020

Dear Amal,

Unfortunately this does not solve our issue.

Reader DC considers the signature is not valid and shows a message saying that the document has been modified or damaged since it has been signed. But this is not the case, the document has only been signed by various signatories, and has never been modified nor damaged in any way.

Once again, these documents used to show valid signatures with previous versions of Reader DC, so obviously something has changed in the way signatures are validated.

I cannot send you a PDF file for investigation because our documents are confidential.
But please find below the structure of a faulty PDF file from which I removed all confidential data, if it may be of any help.

Hope you can solve this.

Best regards,
Laurent

%PDF-1.4
3 0 obj
<</Type /Page
/Parent 1 0 R
/Resources 2 0 R
/Annots [<</Type /Annot /Subtype /Link /Rect [31.19 436.28 133.85 428.28] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 365.41 119.62 357.41] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 294.55 280.11 286.55] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 223.68 232.55 215.68] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>>]
/Group <</Type /Group /S /Transparency /CS /DeviceRGB>>
/Contents 4 0 R>>
endobj
4 0 obj
<</Filter /FlateDecode /Length 1218>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
5 0 obj
<</Type /Page
/Parent 1 0 R
/Resources 2 0 R
/Annots [<</Type /Annot /Subtype /Link /Rect [31.19 697.07 107.19 689.07] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 626.20 272.99 618.20] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 555.34 240.14 547.34] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 484.47 228.11 476.47] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 413.60 217.45 405.60] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 342.74 268.59 334.74] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 271.87 292.15 263.87] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>>]
/Group <</Type /Group /S /Transparency /CS /DeviceRGB>>
/Contents 6 0 R>>
endobj
6 0 obj
<</Filter /FlateDecode /Length 1014>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
7 0 obj
<</Type /Page
/Parent 1 0 R
/Resources 2 0 R
/Annots [<</Type /Annot /Subtype /Link /Rect [31.19 697.07 314.36 689.07] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 626.20 222.56 618.20] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 555.34 311.71 547.34] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 484.47 291.27 476.47] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 413.60 330.38 405.60] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 342.74 236.13 334.74] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 271.87 257.02 263.87] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>>]
/Group <</Type /Group /S /Transparency /CS /DeviceRGB>>
/Contents 8 0 R>>
endobj
8 0 obj
<</Filter /FlateDecode /Length 1060>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
9 0 obj
<</Type /Page
/Parent 1 0 R
/Resources 2 0 R
/Annots [<</Type /Annot /Subtype /Link /Rect [31.19 697.07 257.90 689.07] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 626.20 197.45 618.20] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 555.34 198.33 547.34] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 484.47 258.35 476.47] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 413.60 291.71 405.60] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 342.74 318.38 334.74] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 271.87 291.71 263.87] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>>]
/Group <</Type /Group /S /Transparency /CS /DeviceRGB>>
/Contents 10 0 R>>
endobj
10 0 obj
<</Filter /FlateDecode /Length 990>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
11 0 obj
<</Type /Page
/Parent 1 0 R
/Resources 2 0 R
/Annots [<</Type /Annot /Subtype /Link /Rect [31.19 697.07 291.71 689.07] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 626.20 291.71 618.20] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 555.34 291.71 547.34] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 484.47 291.71 476.47] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 413.60 291.71 405.60] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 342.74 291.71 334.74] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>><</Type /Annot /Subtype /Link /Rect [31.19 271.87 310.39 263.87] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>>]
/Group <</Type /Group /S /Transparency /CS /DeviceRGB>>
/Contents 12 0 R>>
endobj
12 0 obj
<</Filter /FlateDecode /Length 938>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
13 0 obj
<</Type /Page
/Parent 1 0 R
/Resources 2 0 R
/Annots [<</Type /Annot /Subtype /Link /Rect [31.19 697.07 340.59 689.07] /Border [0 0 0] /A <</S /URI /URI (https://blabla.com)>>>>]
/Group <</Type /Group /S /Transparency /CS /DeviceRGB>>
/Contents 14 0 R>>
endobj
14 0 obj
<</Filter /FlateDecode /Length 302>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
1 0 obj
<</Type /Pages
/Kids [3 0 R 5 0 R 7 0 R 9 0 R 11 0 R 13 0 R ]
/Count 6
/MediaBox [0 0 595.28 841.89]
>>
endobj
15 0 obj
<</Filter /FlateDecode /Length 364>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
16 0 obj
<</Type /Font
/BaseFont /Helvetica-Bold
/Subtype /Type1
/Encoding /WinAnsiEncoding
/ToUnicode 15 0 R
>>
endobj
17 0 obj
<</Type /Font
/BaseFont /Helvetica
/Subtype /Type1
/Encoding /WinAnsiEncoding
/ToUnicode 15 0 R
>>
endobj
18 0 obj
<</Type /Font
/BaseFont /Helvetica-Oblique
/Subtype /Type1
/Encoding /WinAnsiEncoding
/ToUnicode 15 0 R
>>
endobj
19 0 obj
<</Type /XObject
/Subtype /Image
/Width 669
/Height 171
/ColorSpace /DeviceRGB
/BitsPerComponent 8
/Filter /FlateDecode
/DecodeParms <</Predictor 15 /Colors 3 /BitsPerComponent 8 /Columns 669>>
/SMask 20 0 R
/Length 22526>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
20 0 obj
<</Type /XObject
/Subtype /Image
/Width 669
/Height 171
/ColorSpace /DeviceGray
/BitsPerComponent 8
/Filter /FlateDecode
/DecodeParms <</Predictor 15 /Colors 1 /BitsPerComponent 8 /Columns 669>>
/Length 6672>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj
2 0 obj
<<
/ProcSet [/PDF /Text /ImageB /ImageC /ImageI]
/Font <<
/F1 16 0 R
/F2 17 0 R
/F3 18 0 R
>>
/XObject <<
/I1 19 0 R
>>
>>
endobj
21 0 obj
<<
/Producer (FPDF 1.81)
/CreationDate (D:20191219155914)
>>
endobj
22 0 obj
<<
/Type /Catalog
/Pages 1 0 R
>>
endobj
xref
0 23
0000000000 65535 f 
0000014653 00000 n 
0000045265 00000 n 
0000000009 00000 n 
0000001102 00000 n 
0000002391 00000 n 
0000004195 00000 n 
0000005280 00000 n 
0000007084 00000 n 
0000008215 00000 n 
0000010020 00000 n 
0000011081 00000 n 
0000012887 00000 n 
0000013896 00000 n 
0000014280 00000 n 
0000014772 00000 n 
0000015207 00000 n 
0000015327 00000 n 
0000015442 00000 n 
0000015565 00000 n 
0000038349 00000 n 
0000045403 00000 n 
0000045480 00000 n 
trailer
<<
/Size 23
/Root 22 0 R
/Info 21 0 R
>>
startxref
45530
%%EOF

3 0 obj
<<
/Annots [<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 436.28 133.85 428.28]
/Subtype /Link
/Type /Annot
>>
<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 365.41 119.62 357.41]
/Subtype /Link
/Type /Annot
>>
<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 294.55 280.11 286.55]
/Subtype /Link
/Type /Annot
>>
<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 223.68 232.55 215.68]
/Subtype /Link
/Type /Annot
>>
25 0 R]
/Contents 4 0 R
/Group <<
/CS /DeviceRGB
/S /Transparency
/Type /Group
>>
/Parent 1 0 R
/Resources 2 0 R
/Type /Page
>>
endobj

21 0 obj
<<
/CreationDate (D:20191219155914)
/Producer (ABCpdf)
>>
endobj

22 0 obj
<<
/AcroForm 23 0 R
/Pages 1 0 R
/Type /Catalog
>>
endobj

23 0 obj
<<
/DR <<
/Font <<
/TimesRoman 24 0 R
>>
>>
/Fields [25 0 R]
/SigFlags 3
>>
endobj

24 0 obj
<<
/BaseFont /Times-Roman
/Encoding /WinAnsiEncoding
/Subtype /Type1
/Type /Font
>>
endobj

25 0 obj
<<
/AP <<
/N 29 0 R
>>
/DA (/TimesRoman 0 Tf 0 g)
/F 4
/FT /Sig
/P 3 0 R
/Rect [415.28003 741.89001 565.28003 811.89001]
/Subtype /Widget
/T ({certificate-owner})
/Type /Annot
/V 26 0 R
>>
endobj

26 0 obj
<<
/ByteRange [ 0 47895 73165 1030 ]                                           
/Contents <{certificatekey}>
/Filter /Adobe.PPKLite
/M (D:20191220101350+01'00')
/Name (JOHN DOE)
/SubFilter /adbe.pkcs7.detached
/Type /Sig
>>
endobj

29 0 obj
<<
/BBox [415.28003 741.89001 565.28003 811.89001]
/Filter /FlateDecode
/Length 141
/Resources <<
/Font <<
/Fabc24 24 0 R
>>
/ProcSet [/PDF
/Text
/ImageB
/ImageC
/ImageI]
>>
/Subtype /Form
/Type /XObject
>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj

xref
3 1
0000046073 00000 n
21 6
0000047213 00000 n
0000047309 00000 n
0000047381 00000 n
0000047478 00000 n
0000047583 00000 n
0000047795 00000 n
29 1
0000073300 00000 n
trailer
<<
/ID [<CCCBA6A749F28830E0DA7F974939F37F>
<043717746A205202F83C551C6338ABAB>]
/Info 21 0 R
/Prev 45530
/Root 22 0 R
/Size 30
/Source (WeJXFxNO4fJduyUMetTcP9+oaONfINN4+d7h6/7WPBwezFukCFPmKMo0G082+WBpB9khgm8VtCFmyd8gIrwOjQRAIjPsWhM4vgMCV\
8KvVF/K8leNuexNXqGgaF6qM0QDTaJDbZhE/VI3GEg=)
>>
startxref
73690
%%EOF

3 0 obj
<<
/Annots [<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 436.28 133.85 428.28]
/Subtype /Link
/Type /Annot
>>
<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 365.41 119.62 357.41]
/Subtype /Link
/Type /Annot
>>
<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 294.55 280.11 286.55]
/Subtype /Link
/Type /Annot
>>
<<
/A <<
/S /URI
/URI (https://blabla.com)
>>
/Border [0 0 0]
/Rect [31.19 223.68 232.55 215.68]
/Subtype /Link
/Type /Annot
>>
25 0 R
28 0 R]
/Contents 4 0 R
/Group <<
/CS /DeviceRGB
/S /Transparency
/Type /Group
>>
/Parent 1 0 R
/Resources 2 0 R
/Type /Page
>>
endobj

23 0 obj
<<
/DR <<
/Font <<
/TimesRoman 27 0 R
>>
>>
/Fields [25 0 R 28 0 R]
/SigFlags 3
>>
endobj

27 0 obj
<<
/BaseFont /Times-Roman
/Encoding /WinAnsiEncoding
/Subtype /Type1
/Type /Font
>>
endobj

28 0 obj
<<
/AP <<
/N 33 0 R
>>
/DA (/TimesRoman 0 Tf 0 g)
/F 4
/FT /Sig
/P 3 0 R
/Rect [263.28003 741.89001 413.28003 811.89001]
/Subtype /Widget
/T ({certificate-owner})
/Type /Annot
/V 30 0 R
>>
endobj

30 0 obj
<<
/ByteRange [ 0 75865 101139 993 ]                                           
/Contents <{certificatekey}>
/Filter /Adobe.PPKLite
/M (D:20200109150912+01'00')
/Name (JANE DOE)
/SubFilter /adbe.pkcs7.detached
/Type /Sig
>>
endobj

33 0 obj
<<
/BBox [263.28003 741.89001 413.28003 811.89001]
/Filter /FlateDecode
/Length 133
/Resources <<
/Font <<
/Fabc27 27 0 R
>>
/ProcSet [/PDF
/Text
/ImageB
/ImageC
/ImageI]
>>
/Subtype /Form
/Type /XObject
>>
stream
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
endstream
endobj

xref
3 1
0000074197 00000 n
23 1
0000075344 00000 n
27 2
0000075448 00000 n
0000075553 00000 n
30 1
0000075765 00000 n
33 1
0000101272 00000 n
trailer
<<
/ID [<CCCBA6A749F28830E0DA7F974939F37F>
<43A72471AADB6A021D02FE706F61F204>]
/Info 21 0 R
/Prev 73690
/Root 22 0 R
/Size 34
/Source (WeJXFxNO4fJduyUMetTcP9+oaONfINN4+d7h6/7WPBwezFukCFPmKMo0G082+WBpB9khgm8VtCFmyd8gIrwOjQRAIjPsWhM4vgMCV\
8KvVF/K8leNuexNXqGgaF6qM0QDTaJDbZhE/VI3GEg=)
>>
startxref
101654
%%EOF

Report · May 20, 2020

Hi there

A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)and see if that helps.

Also, if you are using the dual monitor setup, please refer to the steps provided in the help article (https://helpx.adobe.com/acrobat/kb/dual-monitor-crash-windows.html)

Let us know how it goes

Regards

Amal

Regards
Amal

Report · May 22, 2020

Hi Amal,

As far as we are concerned, and as I mentioned in my previous post, this version does not solve our issue.

We hope a fix can be delivered to avoid the trouble and consider these signatures as valid as they used to be until version 2020.006.20042

Best regards,
Laurent

Report · Sep 28, 2020

We are having the same problem. Has this been resolved for you? This is VERY frustrating.

Report · Oct 07, 2020

Hi there

We are sorry for the trouble and the delay in response.

Would you mind sharing the version of the Acrobat/Reader DC you are using? To check the version go to Help > About Acrobat.

What is the workflow/steps you are doing and what is the version of the OS you are using?

This issue has already been addressed, please make sure you have the latest version 20.12.20048 and reboot the computer once.

if it still doesn't work please try to repair installation (Windows Only) from help menu and dsee if that works.

If it still doesn't work, please try to reset the preferences to default as described here https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

You may also ty 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

Regards
Amal