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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
    ls_rbls
    ls_rbls
    Community Expert
    June 24, 2019

    disregard the last line you already answered that.

    ls_rbls
    ls_rbls
    Community Expert
    June 24, 2019

    For the Digital Signature Properties dialogue box , withyour  document with  Adobe, right-click on the signature field, click on "Tools" ---->"Prepare Form".

    Once you get into the edit mode, right-click on the signature field that is crashing and select "Properties"-----> then click on the tab that is labeled as "Signed". See if anything is marked as read-only, locked or anything that appears marked as read-only.

    This is just to make sure if any prior user settings or if when the original form when it was created by somebody else was not sanitized and is blocking or restricting access in any way, or set as read-only access, and that it  may be still be retaining those  configurations.

    -------------------BREAK-------------------------------

    From a compter repair POV : You have in your log a segmentation fault problem. It could be 2 things; that Adobe program is trying to write (or store) the file in a read-only directory in your Mac. If this is the case check if accessing a shared folder or with read/write access avoids the application from crashing when it tries to save it.

    OR,  you might want to check if one of the memory sticks in your Mac is bad and the program is having a hard time placing temporary instructions in some areas of the RAM due to the file that you are using is corrupt. In this case try creating just a new blank document and create a new signature field and see if that works. If it does recreate the document from scratch do not use the old file.

    The same troubleshooting approach should be considered for the software: if there were any corrupt hardware drivers and chipset drivers that were installed during a prior update or upgrade for your OS; try and check for an new update to your OS,  install it, and try again.

    If you already did an update and it went well, check also if there are hotfixes or patches available from the Mac vendor support website; install them too and try again.

    A similar issue was answered here:

    https://forums.adobe.com/thread/2349624

    I am curious though, that you were very specific when you mentioned about typing the letter C and experiencing a crash.

    Does this happen with other programs that require you to type in the same letter?

    Have you checked what happens if you type any other alphanumerical characters rather than just that letter and see if it crash ?

    fs_fra
    fs_fra
    Participating Frequently
    June 25, 2019

    Thanks for your suggestions!

    Maybe I have not given enough information: The documents I am trying to sign are all either scans or Word docs converted to PDF. These docs have in 99% of the time not been run through "Prepare Form" or have had signature fields defined. -> Consider the workflow to be: docs are scanned or saved-as by users into PDF format, then the PDF is sent to another user that has to "Fill & Sign" the doc + save and resend to the initial user (sending is simply done in Outlook).

    This has been working great for the past 2 years, the crashes only started happening last week.

    I have uninstalled and re-installed Adobe DC, and it seems to have solved the problem.

    ls_rbls
    ls_rbls
    Community Expert
    June 24, 2019

    Also was this signature field copied and pasted from another form into the new one ?

    are there any java scripts running as an action with this field?

    is it anything executing in the digital signature properties dialogue box?

    fs_fra
    fs_fra
    Participating Frequently
    June 24, 2019

    The signature field was not c&p from somewhere else.

    No java scripts

    I can't find the window you are referencing (I'm on MacOS Mojave)

    Not sure if this helps, but this is part of the crash report:

    Process:               AdobeAcrobat [17539]

    Path:                  /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

    Identifier:            com.adobe.Acrobat.Pro

    Version:               19.012.20034 (19.012.20034)

    Code Type:             X86-64 (Native)

    Parent Process:        ??? [1]

    Responsible:           AdobeAcrobat [17539]

    User ID:               501

    Date/Time:             2019-06-24 15:40:24.475 +0200

    OS Version:            Mac OS X 10.14.5 (18F132)

    Report Version:        12

    Bridge OS Version:     3.0 (14Y901)

    Anonymous UUID:        BDD27BD2-9315-1092-2261-9F55456252CD

    Sleep/Wake UUID:       58AEC501-CAAC-456C-AFC6-F2FC43FD061A

    Time Awake Since Boot: 70000 seconds

    Time Since Wake:       1700 seconds

    System Integrity Protection: enabled

    Crashed Thread:        22

    Exception Type:        EXC_BAD_ACCESS (SIGSEGV)

    Exception Codes:       EXC_I386_GPFLT

    Exception Note:        EXC_CORPSE_NOTIFY

    Termination Signal:    Segmentation fault: 11

    Termination Reason:    Namespace SIGNAL, Code 0xb

    Terminating Process:   exc handler [17539]

    ls_rbls
    ls_rbls
    Community Expert
    June 24, 2019

    I am not very knowledgeable with this feature but looking at it from a digital signature security standpoint,  did you check the signing order ?

    When the "Sign & Fill" tool wizard was used to create this signature field who was assigned to sign first?

    fs_fra
    fs_fra
    Participating Frequently
    June 24, 2019

    I only ever use "me" as first assigned.

    fs_fra
    fs_fra
    Participating Frequently
    June 24, 2019

    I have the same problem on MacOS: when opening a PDF and then trying to Fill&Sign (sign) Acrobat DC crashes immediately when the signature is placed on the page.

    I have used Document Cloud online, and can use Fill&Sign there without problem.

    Seems to be a problem with the local installation on my Mac.

    MacOS is current, Acrobat is up to date.

    S
    Adobe Employee
    sangrover
    Adobe Employee
    May 23, 2019

    Hi,

    Thanks for writing out to us. Kindly enable automatic crash dump generation on your machine by following the below steps :

    1. Download the dump generation reg file from https://files.acrobat.com/a/preview/0ce1df07-ddd3-4b8f-9bda-13ce2260a198.
    2. Double click and run the dump.reg file.
    3. Once the registry is successfully applied, the crash dumps will get generated in "C:\dumps" folder.
    4. Try to reproduce the crash in Reader and share the crash dump with us.

    Please let us know in case of any query.

    Regards,

    Sandeep

    W
    william382
    Participating Frequently
    May 29, 2019

    I'm late to the party..  Having this issue on 1x(edit: a few) users account so far.  Ran a repair, nada.  Where can I send these dumps to?

    Edit:  Adobe Acrobat DC 19.012.20034 on Windows 10 1809 Build 17763.503

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    June 4, 2019

    Hi William,

    You may share a link to dumps over here using the steps provided here How to share a file using Adobe Document Cloud

    Or you can share the file in a private message. Take the help of the steps provided in the following help link to initiate a private message.

    - How Do I Send Private Message

    Regards,

    Meenakshi

    S
    Adobe Employee
    sangrover
    Adobe Employee
    May 20, 2019

    Hi All,

    We have shipped an new update in May and I will request all of you to please make sure that you are on the latest version. Go to Help > Check for Updates.

    Please let us know in case you still experience the issue.

    Regards,
    Sandeep

    C
    charless40132199
    New Participant
    May 20, 2019

    I have the newest version: 19.012.20034.

    But, it still crashes.  Acrobat gets a bit further than before: now it will show my signature under the "fill and sign" icon when I click on that icon.  However, after about 1 second, Acrobat closes itself.

    I'm on Windows 10 Pro v1809 build 17763.437.  I have the latest patches installed on it.

    So, I'm still experiencing the issue.

      S
      Adobe Employee
      sangrover
      Adobe Employee
      May 21, 2019

      Hi charless40132199,

      Could you please share the following :

      1. Do you see a crash only when you enter the Fill and Sign app? Can you try using some other application on the PDF?

      2. Does the crash happens with all PDF's or some specific PDF? If possible can you share a sample PDF with us.

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

      You can directly mail me at [Personal details removed by the moderator]

      Thanks and Regards,
      Sandeep Grover

      J
      jackih71188366
      New Participant
      May 19, 2019

      Having almost the same problem that just started in past couple days.  I have been working on a document in the "Fill and Sign" and am able to save it only 1 time, then it locks up the whole program.  the only way I can get out of program, is with the task manager.  I then have to reboot computer to be able to work on document again and after the 1 save, it locks up again, and have to use task manager and reboot to continue.  Very Frustrating.  Doing the repair installation and reinstalling the program did not fix this.   I use Windows 10.

      Are there any fixes for this?

      J
      jackih71188366
      New Participant
      May 20, 2019

      I tried this going into forms and turning off the auto-complete, and that seems to have helped.  I do have the latest update which didn't help the fix and send issue.

      Version: 19.12.20034.328841

          Creation Date: 2019/05/02

      arik59193744
      arik59193744
      New Participant
      April 4, 2019

      Yep, having this problem too!

      Turning off auto-suggestions worked but pretty incredible so many people are reporting this issue and Adobe hasn't fixed it by now.

      M
      millanj34448614
      New Participant
      April 4, 2019

      try:

      • Go to https://cloud.acrobat.com/ and sign in with your credentials.
      • At the top right corner of the screen, you will see an dropdown with your username on it.
      • Click it and go to Settings. make sure the yellow part is unclicked.

        LandTrust1461
        LandTrust1461
        New Participant
        April 4, 2019

        Just found this in the other thread and it works. Thanks for posting it, Millan.

        This raises another question, though. Why would you locate settings that control the day to day functionality of an OFFLINE application ONLINE accessible only by a browser and account login??

        I realize Acrobat DC is a 'cloud' application but it still functions as one installed on your computer... having to go to the browser to turn off key settings is unacceptable, IMO.

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