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A
Anonymous
June 15, 2020
Answered

Acrobat doesn't prompt for cert selection during Signing

  • June 15, 2020
  • 1 reply
  • 1943 views

I combed through the community to see if this existed, couldn't find a helpful one.

 

Version: Adobe Acrobat 2017.011.30171

OS: WIN10 v1809

 

Everytime I sign a document, Adobe grays out/freezes. A box to select my certificate should appear but nothing ever does. I have to end it in Task Manager. It happens anyway I try to sign it. Even tried making a Signature box and signing it... Same thing. The pic below is how it looks:

 

 

 

 

I tried uninstalling/reisntalling Acrobat. Same thing. Tried uninstalling using the acrobat removal tool from this site. Rebooted. Reinstalled Acrobat. Same thing. Reverted back to an older version of Acrobat.. Same thing. I also reset the Preferences by moving the Folder to another location and opening Acrobat. Same issue occurs. I tried everything I could think of. My driver for my CAC reader is up to date. Everything else reads my CAC fine. Adobe works fine too, just this one crucial issue. 

 

Also the Fill & Sign feature doesn't work. Any option I click does nothing. No text box to write my signature appears. At least it doesn't freeze like the Certificates feature.

 

 

    This topic has been closed for replies.
    Correct answer Amal.

    Hi there

     

    We are sorry to hear that.

     

    Please try to create a new test user profile with full admin rights in Windows and try using the application there and check.

     

    Let us know how it goes.

     

    Regards

    Amal

    1 reply

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    June 16, 2020

    Hi AbdulN

     

    We are sorry for the trouble. As described the application is freezing while signing.

     

    Is this a behavior with a particular PDF file or with all the PDFs? Please try to sign a different PDF file and check. If its a file specific issue please share the file with us for testing.

     

    Also, please try to sign a PDF without CAC driver and see if that is working fine.

     

    Please check for any missing/pending updates for CAC drivers and firmware and try installing them. You may also try to uninstall the CAC driver and firmware and reinstall and check.

     

    If the file is located on a shared network/drive please try to download the file to your computer locally and try signing it again and check.

     

    You may also try to turn off the protected mode for testing. Go to Edit > Preferences > Enhancd Security > Turn off the protected mode and uncheck the Enhanced Security > Click OK

    Note: Please turn on the security after testing.

     

    Let us know how it goes

     

    Regards

    Amal

    A
    Anonymous
    June 22, 2020

    Pardon the delay Amal,

     

    This happens to all PDFs. Signing without the CAC doesn't work either. Protected view was already of, and turned off Enhanced Security. Still doesn't work. We use ActiveClient for the CAC driver. That's up-to-date.

     

    Not sure what else to try here unfortunately. I just been using IE for the meantime.

      Amal.
      Community Manager
      Amal.Community ManagerCorrect answer
      Community Manager
      June 24, 2020

      Hi there

       

      We are sorry to hear that.

       

      Please try to create a new test user profile with full admin rights in Windows and try using the application there and check.

       

      Let us know how it goes.

       

      Regards

      Amal

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