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jamesw61708891
New Participant
December 7, 2018
Answered

Acrobat DC Fill and Sign feature crashes program.

  • December 7, 2018
  • 28 replies
  • 103942 views

Hello All,

I'm currently running into an issue with Acrobat DC's Fill and Sign feature for signing a document where any time I use fill and sign and type in ACC it crashes the entire program. I've tried running repairs on the program and uninstalling and reinstalling and it continues to do this. I'm trying to type in ACC because it is part of my job title but can't because it crashes after the second c is typed. It does not do this with any other AC combination, only ACC. It also doesn't matter if the letters are uppercase or lower case. It seems the letter combination itself is causing the crash. Has anyone come across an issue like this or know of a solution?

    Correct answer Pebble.X

    not sure if this will solve your issue but maybe you can give it a try?

     

    Go to the location mentioned below and deleted the following files:
    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials
    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi
    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

    28 replies

    Show previous replies
    A
    adamk99108214
    New Participant
    April 3, 2019

    I have a user that uses this all day everyday and needs the fix . Please assist if that means sharing the private fix.

    LandTrust1461
    LandTrust1461
    New Participant
    April 3, 2019

    I have the same issue. Acrobat DC has become unusable. Not clear why the 'private patch' files are not made available when I message support. Our org uses Acrobat alot, this is a pain!.

    C
    code0101
    Participating Frequently
    March 21, 2019

    When they sent us the fix they sent this with it. Seems stupid and if the links still worked I'd sent them to you guys but they don't and I didn't save the files but I know it works.  "This is a private fix patch that we are sharing with you. Please don't share this info.”

    D
    Dean Bailes
    New Participant
    March 21, 2019

    ....riiiiight..... I hope you have entered any credit card information anywhere since then!

    C
    code0101
    Participating Frequently
    March 21, 2019

    Lol. The files were legit and actually corrected the issue. They were DLL files which I know can contain call back sections for viruses but luckly this computer is only used to fill out information for landscaping layout and nothing important...

    C
    craigw31615596
    New Participant
    March 14, 2019

    Also having this issue - have reinstalled 5 times now

    C
    code0101
    Participating Frequently
    March 12, 2019

    I am also having this exact same issue on one computer. Windows 10

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    March 15, 2019

    Hi Code and Craigw,

    I have sent you a private message.

    Please check your inbox and refer to the steps provided there.

    Let us know if you need any help or experience any issue.

    We will be waiting for your response.

    Regards,

    Meenakshi

    C
    code0101
    Participating Frequently
    March 19, 2019

    Your fix worked perfectly.

    S
    Adobe Employee
    sangrover
    Adobe Employee
    March 4, 2019

    Hi,

    In order to ascertain the root cause of the issue, I would want some more information :

    1. Please provide Fiddler Logs. Below are the steps :
      • Run fiddler and go to ‘Tools->Options’
      • In HTTPS tab, ensure the checkboxes are checked: ‘Capture HTTPs connects’ and ‘Decrypt HTTPs traffic’.
      • Now let fiddler run and launch Acrobat and perform the same operation which causes Acrobat to crash.
      • Once complete do a save of data by ‘File->Save->All sessions’.
      • Please share this data

         2. Kindly enable automatic crash dump generation on your machine by following the below steps :

    You can mail the information directly to me at [Personal info removed by Mod: Email address. Send any private information using Direct/Private message How Do I Send Private Message ]

    Regards,

    Sandeep

    M
    millanj34448614
    New Participant
    March 10, 2019

    Hi Sandeep,

    I sent you an email regarding this. I think the solution is to just disable the automatic suggestions during the fill and sign. Please let me know how to disable this feature.

    Thanks,

    Millan

    D
    dawnb83446598
    New Participant
    January 21, 2019

    I have a mac and this suddenly started happening two days ago. There are no updates. Yes, I have a monthly subscription, but if I can't sign documents, then it is useless. ADOBE - help!!!!!

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    December 7, 2018

    Hi Jamesw,

    Thank you for reporting the issue.

    As the application crashes when you use the Fill & Sign feature, try the troubleshooting steps provided here

    For Windows Resolve Acrobat DC intermittent crashes on Windows

    For Mac Troubleshoot Mac OS 10.x system errors, freezes | Adobe software

    Try once to fill the PDF online here Adobe Document Cloud using the Fill & Sign feature.

    Open the link and sign in with your Adobe ID(email address).

    Then go to Home and select Fill & Sign tool.

    Check if you can fill the form without any issue there.

    You may try recreating the application preferences. Refer to the steps mentioned here How to reset Acrobat Preference settings to default.

    Let us know how it goes.

    Feel free to update the thread if the issue still persists.

    Regards,

    Meenakshi

    A
    aaronhorne
    New Participant
    January 14, 2019

    This is still happening for me even after going through the steps you suggested.  In my case it isn't related to specific characters as far as I can tell.  It happens after the third or fourth use of a fill and sign feature.   This didn't happen prior to the update I let happen a week or two ago.  The first time I thought it was because I needed to reboot after an update, and today its well after that reboot.  Both times I ended up having to print the forms, fill them in by hand, and then scan them back in.   I pay for Adobe, and one of the few things I actually use it for isn't working.  I can't begin to convey my disappointment.

      G
      geon3000
      New Participant
      April 9, 2019

      I've been back and forth for weeks on this same issue and found many other posts that others are having the same problem.
      Customer "service" has been more than useless in that they suggest the same things in all the threads that doesn't work at all.
      It looks like it's crashing when it tries to autopopulate or "suggest" some field history.

      For example, if you type "akhdakjlfhad" (mash the keyboard) it'll type no problem. But once you type a word, it tries to load suggestions and crashes. I've had their "help" take over my comp, watched them "reset, reinstall, update" despite me saying and doing that myself and have managed to find a temporary solution myself.

      Go to your https://cloud.acrobat.com/ account via the web. Click on your icon on the top right, click settings and then uncheck "suggest words and phrases". Then close acrobat and it works for me now.

      I say "temporary" because now I don't have the helpful option of quickly filling fields I use often. Frustrating to spend so much time on it and have to figure it out myself when they're paying people to spend literally hours and tell me it works fine until I explain and show them they're wrong... nice to know my monthly subscription is going to good use...

      Hope it works for you!


      This worked for me, thank you very much!

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