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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

    C
    connor_1927
    New Participant
    March 5, 2025

    2025 this is an issue still, randomly comes back once a week, the correct answer works, but this issue keeps coming back, the files return to the folder and need to be manually deleted each time.

     

    Is there a more pemnanat solution?

    U
    urielg34360030
    New Participant
    August 1, 2024

    Still happening for a user on version 24.002.20965, user clicks on signature and it crashes.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 1, 2024

    Hi @urielg34360030,

     

    Hope you are doing well. Sorry for your experience!

     

    Would you mind trying the steps mentioned in the correct answer and seeing if they work? The files should be visible in the AppData\Roaming folder.

     

    If the issue still persists, please use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log.

     

    -Souvik

      A
      Abigail38798841946e
      New Participant
      July 24, 2024

      Hi, whwrte do I go to fund the files? 

      P
      Pebble.X
      Participating Frequently
      July 25, 2024

      Open Windows Explorer and in the address bar, type "%appdata%" and then you can browse thru the folder.

       

      Btw, before you follow this fix, perhaps you can run the update and see if that will fix the issue?  @S. S did say that they have released an update that fixes this.

        S_S
        Community Manager
        S_SCommunity Manager
        Community Manager
        July 25, 2024

        @Pebble.X Yes. 

         

        The new patch has a fix for the issue.

         

        -Souvik

          P
          Pebble.XCorrect answer
          Participating Frequently
          July 18, 2024

          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
            P
            Pebble.X
            Participating Frequently
            July 23, 2024

            @Amal. 

            Would it be possible for you to forward this to your backend support to look into this?    These 3 files seems to be causing the issue with the digital signature option.  Out of the solutions that I've tried (even doing a clean uninstall and install of Acrobat), removing the 3 files was the one that solved the issue.

            Meenakshi Negi
            Community Manager
            Meenakshi NegiCommunity Manager
            Community Manager
            July 23, 2024

            Hi Pebble.X,

             

            Thank you for reaching out and sharing the information.

             

            The team is aware of the issue and is working on a fix as a priority. The fix will be available in the coming update. 

            We will update you once the fixed patch is available.

             

            We appreciate our patience.

             

            Thanks,

            Meenakshi

            D
            defaultkcre7x3phbu4
            New Participant
            January 25, 2024

            Also seeing this issue in the latest update of Acrobat. 

              Amal.
              Community Manager
              Amal.Community Manager
              Community Manager
              February 5, 2024

              Hi @defaultkcre7x3phbu4 

               

              Hope you are doing well and thanks for reaching out.

               

              Please make sure you have the application updated to the recent version, 23.08.20470 from the help menu > check for updates and reboot the computer.

               

              Also collect the Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

              Regards
              Amal

               

               

               

              A
              Afforbes00
              New Participant
              January 24, 2024

              I just wanted to add that this is still an issue as of 2024/01/24.

                ls_rbls
                ls_rbls
                Community Expert
                January 25, 2024

                Thank you for updating the thread.

                 

                My Acrobat Pro doesn't have an issue with the Fill & Sign, but it crashes when trying to use the Combine Files tool.

                jasonmase
                jasonmase
                New Participant
                January 9, 2024

                I suddenly have this issue now in the latest version of Adobe Acrobat in 2024. I have requested signatures in the past and without issue. This suddenly started happening. Is there a permanent fix to this issue as from the thread it seems to be a long time persistent bug.

                  Amal.
                  Community Manager
                  Amal.Community Manager
                  Community Manager
                  January 9, 2024

                  Hi @jasonmase

                   

                  Hope you are doing well and thanks for reaching out.

                   

                  Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.
                   
                  What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.20458 installed. Go to Help > Check for updates and reboot the computer once.
                   
                  Also try to repair the installation from the help menu (Win Only) and see if that works.
                   
                  Please try to reset the Acrobat preferences as described here https://adobe.ly/3TV5K0y and see if that works.

                   

                  ~Amal

                  A
                  Adnan237511473lc6
                  New Participant
                  March 25, 2022

                  Everyone out there facing this issue,

                   

                  Just rename your user profile.

                  Deleted the old profile from registery.

                  Watch YouTube videos for profile renaming.

                  Then try acrobat with new profile.

                  Issue Fixed instantly😌.

                  If possible, Get me  a good high, paying IT support  job  😁.

                   

                  andrewb42470766
                  andrewb42470766
                  New Participant
                  July 5, 2019

                  With the latest version of Acrobat Pro DC

                  Only when the user clicks the Sign does it crash.

                  What can re-install the ucrtbase.dll for example ?

                  Faulting application name: Acrobat.exe, version: 19.12.20034.1161, time stamp: 0x5ccb9be1

                  Faulting module name: ucrtbase.dll, version: 10.0.15063.1182, time stamp: 0x73290ff4

                  Exception code: 0xc0000409

                  Fault offset: 0x000a550b

                  Faulting process id: 0x3188

                  Faulting application start time: 0x01d53337e4575778

                  Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe

                  Faulting module path: C:\Windows\System32\ucrtbase.dll

                  Report Id: 3242e099-0746-44b9-93dc-d8080a4a822a

                  Faulting package full name:

                  Faulting package-relative application ID:

                  fs_fra
                  fs_fra
                  Participating Frequently
                  July 5, 2019

                  My issue is on MacOS - no .DLL there...

                  In any case as I mentioned up thread, I resolved the issue by re-installing.

                  ls_rbls
                  ls_rbls
                  Community Expert
                  June 25, 2019

                  That is good to know.

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