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robertc10270214
robertc10270214
Participant
December 19, 2017
Question

Acrobat freezes up when I try to sign a document

  • December 19, 2017
  • 6 replies
  • 61111 views

Everytime I try to use my Acrobat Pro and sign a document it freezes up. How can I fix this?

    6 replies

    K
    KNSF
    Participant
    October 11, 2021

    Hello.

     

    I'm having similar issue. I can use saved my signature, but i can not add edit sign, and when I click + below my saved signature, screen become gray.

     

     

    Thank you for your help to dissolve the issue!

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      October 11, 2021

      Hi there

       

      We are sorry to hear that.

       

      Please try the suggested steps from the link https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html and see if that works.

       

      Regards

      Amal

      H
      Heather345323664he8
      Participant
      December 31, 2023

      Dear Amal, I have the same issue as KNSF. I went through the steps and nothing is working.  Can someone please fix the problem in the software and issue an update?  Mine is up to date and like other user, the signature is stuck on one I did back in March 2023.  It won't let me make a new signature, is greyed out and the "X" to close the signature (or I assume recreate one) does nothing.  I also use the free version because I don't need it often.  March and today were the only times this year so it isn't worth a subscription but I need to use it on occasion for PDFs.  Please please please fix this or ask someone in tech to do so.  

        S
        storylayerstudio
        Participant
        October 2, 2020

        I'm experiencing the same situation when trying to digitally sign anything. Once I click on "Configure Digital ID" the screen greys out and then just hangs there until I force quit. The same goes for protected and unprotected PDFs. Creative Cloud says that it's up to date. 

        When trying to choose 'save as' basically the same thing happens. It just hangs there, freezes and then I have to force quit. So if I create a PDF by removing or adding a page I can't ever save it. 

         

        Here are details:

        MacOS Catalina 10.15.6

        Adobe Release - 2020.012.20048

        ....

        Architecture: x86_64

        Build: 20.12.20048.400142

        AGM: 4.30.104

        CoolType: 5.14.5

        JP2K: 1.2.2.46820

          maurices14016716
          maurices14016716
          Participating Frequently
          June 1, 2021

          Acrobat 2020 Pro is becoming unusable.  Almost 75% of the time when a signature is involved, the product freezes. I tried calling adboe a couple of times but never get through even after 30 minutes on hold.  Have removed and reinstalled multiple times...   

            A
            amj.phd
            Participant
            June 2, 2021

            I agree.  I consistently have to reboot my computer before signing a document using Acrobat Pro.  Maybe something is wrong with my setup...but it feels like this is a recent (about a year) problem.  And it's disappointing, given that Acrobat is now quite an expensive annual license...

             

            aj

              A
              Anonymous
              August 20, 2020

              The only thing I've noticed is that when I am trying to add a signature to a protected document (for example, I use Bromium), this screen freeze occurs. Removing the protection seems to solve my issues. Hope this helps

              J
              JamesR404
              Participant
              November 26, 2019

              I've installed Adobe for the sole purpose of signing a document. But when I click the "Add signature" button the adobe screen greyes out - as if it's trying to load something - but then nothing happens.

              R
              Roychen1234
              Participant
              January 24, 2020

              Hi Same here. 

              S
              samuelg70372745
              Participant
              February 24, 2020

              Same

              Pete J. Canalichio
              Pete J. Canalichio
              Participant
              December 10, 2018

              Hi Adobe. I am using the Adobe Acrobat Pro DC, which auto-updates. I have been trying for two days to send a document for signature and everytime Acrobat freezes. I have tried 10 times with same frustrating results. I have confirmed that I am running the most current software. Please fix and credit my account until you do so.

              Here is the latest report (partial) that was generated:

              Date/Time:       2018-12-10 10:17:50 -0500

              End time:        2018-12-10 10:17:51 -0500

              OS Version:      Mac OS X 10.14.1 (Build 18B75)

              Architecture:    x86_64

              Report Version:  27

              Data Source:     Stackshots

              Shared Cache:    0x10909000 72E12A5A-B25A-3233-8F71-724BCCA6DD9F

              Shared Cache:    0 A8B71603-B692-33E6-ACAE-415A1D552F41

              Command:         AdobeAcrobat

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

              Identifier:      com.adobe.Acrobat.Pro

              Version:         19.008.20080 (19.008.20080)

              PID:             6749

              Event:           hang

              Duration:        1.09s

              Steps:           11 (100ms sampling interval)

              Hardware model:  MacBookPro9,2

              Active cpus:     4

              Time Awake Since Boot: 270000s

              Time Since Wake: 7500s

              Fan speed:       4665 rpm

              --------------------------------------------------

              Timeline format: stacks are sorted chronologically

              Use -i and -heavy to re-report with count sorting

              --------------------------------------------------

              Heaviest stack for the main thread of the target process:

                11  start + 1 (libdyld.dylib + 94349) [0x7fff6801b08d]

                11  main + 86 (AdobeAcrobat + 3903) [0x101c4cf3f]

                11  RunAcrobat + 243 (Acrobat + 28602) [0x101c5efba]

                11  ??? (Acrobat + 34472) [0x101c606a8]

                11  -[NSApplication run] + 699 (AppKit + 81081) [0x7fff382e5cb9]

                11  -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1362 (AppKit + 105558) [0x7fff382ebc56]

                11  _DPSNextEvent + 997 (AppKit + 110263) [0x7fff382eceb7]

                11  _BlockUntilNextEventMatchingListInModeWithFilter + 64 (HIToolbox + 42472) [0x7fff3a0305e8]

                11  ReceiveNextEventCommon + 618 (HIToolbox + 43115) [0x7fff3a03086b]

                11  RunCurrentEventLoopInMode + 293 (HIToolbox + 43829) [0x7fff3a030b35]

                11  CFRunLoopRunSpecific + 467 (CoreFoundation + 240614) [0x7fff3ada4be6]

                11  __CFRunLoopRun + 2187 (CoreFoundation + 243396) [0x7fff3ada56c4]

                11  __CFRunLoopDoTimers + 333 (CoreFoundation + 368925) [0x7fff3adc411d]

                11  __CFRunLoopDoTimer + 871 (CoreFoundation + 370152) [0x7fff3adc45e8]

                11  __CFRUNLOOP_IS_CALLING_OUT_TO_A_TIMER_CALLBACK_FUNCTION__ + 20 (CoreFoundation + 371253) [0x7fff3adc4a35]

                11  __NSFireDelayedPerform + 433 (Foundation + 417813) [0x7fff3d173015]

                11  ??? (Acrobat + 1365963) [0x101da57cb]

                11  ??? (Acrobat + 21368860) [0x1030b901c]

                11  ??? (Acrobat + 21367730) [0x1030b8bb2]

                11  ??? (SendMail + 10269) [0x1246ac81d]

                11  ??? (SendMail + 1662174) [0x12483fcde]

                11  ??? (SendMail + 1665757) [0x124840add]

                9   ??? (SendMail + 1665652) [0x124840a74]

                9   FSGetCatalogInfoBulk + 69 (CarbonCore + 148475) [0x7fff3c0e93fb]

                9   PBGetCatalogInfoBulkSync + 853 (CarbonCore + 149391) [0x7fff3c0e978f]

                8   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be]

                6   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0]

                6   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4]

                6   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257]

                6   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c]

                6   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a]

              *6   ipc_mqueue_receive_continue + 0 (kernel + 1642960) [0xffffff80003911d0]

              Process:         AdobeAcrobat (Acrobat Pro DC) [6749]

              UUID:            B0E5A575-1F00-3838-8534-139840444702

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

              Architecture:    x86_64

              Footprint:       226.51 MB

              Start time:      2018-12-10 10:17:50 -0500

              End time:        2018-12-10 10:17:51 -0500

              Num samples:     11 (1-11)

              CPU Time:        0.707s (1992.6M cycles, 1174.4M instructions, 1.70c/i)

              Note:            2 idle work queue threads omitted

                Thread 0x2cb9c2           DispatchQueue 1           11 samples (1-11)         priority 46 (base 46)     cpu time 0.706s (1989.5M cycles, 1173.7M instructions, 1.70c/i)

                <thread QoS user interactive (requested user interactive), process unclamped, process received importance donation from WindowServer [142], IO tier 0>

                11  start + 1 (libdyld.dylib + 94349) [0x7fff6801b08d] 1-11

                  11  main + 86 (AdobeAcrobat + 3903) [0x101c4cf3f] 1-11

                    11  RunAcrobat + 243 (Acrobat + 28602) [0x101c5efba] 1-11

                      11  ??? (Acrobat + 34472) [0x101c606a8] 1-11

                        11  -[NSApplication run] + 699 (AppKit + 81081) [0x7fff382e5cb9] 1-11

                          11  -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1362 (AppKit + 105558) [0x7fff382ebc56] 1-11

                            11  _DPSNextEvent + 997 (AppKit + 110263) [0x7fff382eceb7] 1-11

                              11  _BlockUntilNextEventMatchingListInModeWithFilter + 64 (HIToolbox + 42472) [0x7fff3a0305e8] 1-11

                                11  ReceiveNextEventCommon + 618 (HIToolbox + 43115) [0x7fff3a03086b] 1-11

                                  11  RunCurrentEventLoopInMode + 293 (HIToolbox + 43829) [0x7fff3a030b35] 1-11

                                    11  CFRunLoopRunSpecific + 467 (CoreFoundation + 240614) [0x7fff3ada4be6] 1-11

                                      11  __CFRunLoopRun + 2187 (CoreFoundation + 243396) [0x7fff3ada56c4] 1-11

                                        11  __CFRunLoopDoTimers + 333 (CoreFoundation + 368925) [0x7fff3adc411d] 1-11

                                          11  __CFRunLoopDoTimer + 871 (CoreFoundation + 370152) [0x7fff3adc45e8] 1-11

                                            11  __CFRUNLOOP_IS_CALLING_OUT_TO_A_TIMER_CALLBACK_FUNCTION__ + 20 (CoreFoundation + 371253) [0x7fff3adc4a35] 1-11

                                              11  __NSFireDelayedPerform + 433 (Foundation + 417813) [0x7fff3d173015] 1-11

                                                11  ??? (Acrobat + 1365963) [0x101da57cb] 1-11

                                                  11  ??? (Acrobat + 21368860) [0x1030b901c] 1-11

                                                    11  ??? (Acrobat + 21367730) [0x1030b8bb2] 1-11

                                                      11  ??? (SendMail + 10269) [0x1246ac81d] 1-11

                                                        11  ??? (SendMail + 1662174) [0x12483fcde] 1-11

                                                          11  ??? (SendMail + 1665757) [0x124840add] 1-11

                                                            1   ??? (SendMail + 1665821) [0x124840b1d] 1

                                                              1   FSDeleteObject + 27 (CarbonCore + 256222) [0x7fff3c1038de] 1

                                                                1   PBRemoveObjectInternal(FSRefParam*, unsigned char) + 156 (CarbonCore + 256435) [0x7fff3c1039b3] 1

                                                                  1   GetFSRefAttributes(FSMount*, FSRef const*, unsigned int, FSAttributeInfo*, unsigned int, char*) + 123 (CarbonCore + 38850) [0x7fff3c0ce7c2] 1

                                                                    1   FSMount::getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 224 (CarbonCore + 25658) [0x7fff3c0cb43a] 1

                                                                      1   FSMount::_getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 350 (CarbonCore + 26080) [0x7fff3c0cb5e0] 1

                                                                        1   FSMount::getattrscore(bool, char const*, unsigned int, char const*, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 1560 (CarbonCore + 29448) [0x7fff3c0cc308] 1

                                                                          1   FileIDTreeGetEntryInfoFromFileID + 108 (CarbonCore + 25016) [0x7fff3c0cb1b8] 1

                                                                            1   FileIDTreeGetInfoFromFileIDInternal + 87 (CarbonCore + 25235) [0x7fff3c0cb293] 1

                                                                              1   __get_remove_counter + 3 (libsystem_kernel.dylib + 20084) [0x7fff68157e74] (running) 1

                                                            3   ??? (SendMail + 1665652) [0x124840a74] 2-4

                                                              3   FSGetCatalogInfoBulk + 69 (CarbonCore + 148475) [0x7fff3c0e93fb] 2-4

                                                                3   PBGetCatalogInfoBulkSync + 853 (CarbonCore + 149391) [0x7fff3c0e978f] 2-4

                                                                  1   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be] 2

                                                                    1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0] 2

                                                                      1   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4] 2

                                                                        1   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257] 2

                                                                          1   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c] 2

                                                                            1   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a] 2

                                                                             *1   ipc_mqueue_receive_continue + 0 (kernel + 1642960) [0xffffff80003911d0] 2

                                                                  1   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 2429 (CarbonCore + 152227) [0x7fff3c0ea2a3] 3

                                                                    1   __getattrlist + 10 (libsystem_kernel.dylib + 10902) [0x7fff68155a96] 3

                                                                     *1   hndl_unix_scall64 + 22 (kernel + 1418342) [0xffffff800035a466] 3

                                                                       *1   unix_syscall64 + 619 (kernel + 8084139) [0xffffff80009b5aab] 3

                                                                         *1   getattrlist + 112 (kernel + 4020432) [0xffffff80005d58d0] 3

                                                                           *1   ??? (kernel + 4020679) [0xffffff80005d59c7] 3

                                                                             *1   nameiat + 114 (kernel + 4225778) [0xffffff8000607af2] 3

                                                                               *1   namei + 2773 (kernel + 4123445) [0xffffff80005eeb35] 3

                                                                                 *1   lookup + 175 (kernel + 4126303) [0xffffff80005ef65f] 3

                                                                                   *1   cache_lookup_path + 58 (kernel + 4064298) [0xffffff80005e042a] (running) 3

                                                                  1   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be] 4

                                                                    1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0] 4

                                                                      1   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4] 4

                                                                        1   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257] 4

                                                                          1   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c] 4

                                                                            1   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a] 4

                                                                             *1   ipc_mqueue_receive_continue + 0 (kernel + 1642960) [0xffffff80003911d0] 4

                                                            1   ??? (SendMail + 1665821) [0x124840b1d] 5

                                                              1   FSDeleteObject + 27 (CarbonCore + 256222) [0x7fff3c1038de] 5

                                                                1   PBRemoveObjectInternal(FSRefParam*, unsigned char) + 156 (CarbonCore + 256435) [0x7fff3c1039b3] 5

                                                                  1   GetFSRefAttributes(FSMount*, FSRef const*, unsigned int, FSAttributeInfo*, unsigned int, char*) + 123 (CarbonCore + 38850) [0x7fff3c0ce7c2] 5

                                                                    1   FSMount::getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 224 (CarbonCore + 25658) [0x7fff3c0cb43a] 5

                                                                      1   FSMount::_getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 350 (CarbonCore + 26080) [0x7fff3c0cb5e0] 5

                                                                        1   FSMount::getattrscore(bool, char const*, unsigned int, char const*, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 1594 (CarbonCore + 29482) [0x7fff3c0cc32a] 5

                                                                          1   FileIDTreeGetEntryInfoFromFileID + 49 (CarbonCore + 24957) [0x7fff3c0cb17d] 5

                                                                            1   geteuid + 10 (libsystem_kernel.dylib + 6870) [0x7fff68154ad6] (running) 5

                                                            6   ??? (SendMail + 1665652) [0x124840a74] 6-11

                                                              6   FSGetCatalogInfoBulk + 69 (CarbonCore + 148475) [0x7fff3c0e93fb] 6-11

                                                                6   PBGetCatalogInfoBulkSync + 853 (CarbonCore + 149391) [0x7fff3c0e978f] 6-11

                                                                  6   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be] 6-11

                                                                    1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 204 (CarbonCore + 252346) [0x7fff3c1029ba] 6

                                                                      1   __opendir2$INODE64 + 71 (libsystem_c.dylib + 176435) [0x7fff68092133] 6

                                                                        1   fstatfs$INODE64 + 10 (libsystem_kernel.dylib + 10430) [0x7fff681558be] 6

                                                                         *1   hndl_unix_scall64 + 22 (kernel + 1418342) [0xffffff800035a466] 6

                                                                           *1   unix_syscall64 + 619 (kernel + 8084139) [0xffffff80009b5aab] 6

                                                                             *1   fstatfs64 + 168 (kernel + 4224040) [0xffffff8000607428] 6

                                                                               *1   vfs_update_vfsstat + 76 (kernel + 4145148) [0xffffff80005f3ffc] 6

                                                                                 *1   apfs_vfs_getattr + 712 (apfs + 338194) [0xffffff7f819b5912] 6

                                                                                   *1   spaceman_info + 62 (apfs + 761943) [0xffffff7f81a1d057] 6

                                                                                     *1   spaceman_size_info + 138 (apfs + 761493) [0xffffff7f81a1ce95] 6

                                                                                       *1   ??? (kernel + 2948872) [0xffffff80004cff08] 6

                                                                                         *1   lck_mtx_lock_wait_x86 + 500 (kernel + 2951124) [0xffffff80004d07d4] 6

                                                                                           *1   thread_block_reason + 175 (kernel + 1867151) [0xffffff80003c7d8f] 6

                                                                                             *1   ??? (kernel + 1872080) [0xffffff80003c90d0] 6

                                                                                               *1   machine_switch_context + 195 (kernel + 2963427) [0xffffff80004d37e3] (blocked by kernel mutex owned by Google Chrome [266] thread 0x2cf46a) 6

                                                                    1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0] 7

                                                                      1   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4] 7

                                                                        1   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257] 7

                                                                          1   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c] 7

                                                                            1   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a] 7

              Pete Canalichio
              AnandSri
              Community Manager
              AnandSriCommunity Manager
              Community Manager
              December 19, 2017

              Hello Robertc,

              As per the description above, the Acrobat Pro is freezing while you are trying to sign a PDf document, Is that correct?

              The record shows that you are subscribed to a license of Acrobat Pro version 10 on your current Adobe ID, please check for any pending updates of Acrobat Pro 10 from Help menu>Check for updates. You may also repair the installation files of Acrobat Pro from Help menu>Repair installation(only for Windows).

              After the update and repair, please reboot the machine once, and see if this brings any difference. If the issue persists, please share the following details:

              Let us know how it goes.

              Note: Acrobat 10 is declared as an End of Support product, for more information, you may refer to End of support for Acrobat X and Reader X

              Regards,

              Anand Sri.

                J
                JanPerkins
                Participant
                September 16, 2021
                quote

                The record shows that you are subscribed to a license of Acrobat Pro version 10 on your current Adobe ID, please check for any pending updates of Acrobat Pro 10 from Help menu>Check for updates. You may also repair the installation files of Acrobat Pro from Help menu>Repair installation(only for Windows).

                 

                 

                This fixed the problem of a grayed out screen when trying to sign for me. 🙂

                D
                defaultf0z8w9rfi1pc
                Participant
                September 16, 2021

                That appears to have done the trick, but it would have been good if Adobe had told us about it.  It certainly wasn't working last week.

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