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Acrobat Pro DC - signatures not working anymore

Community Beginner ,
Nov 22, 2021 Nov 22, 2021

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Since shortly, I am unable to sign any of my pdf's.

This worked fine previously while using my Isabel identification card to sign and lock our invoices.

Now, when I try to certify the pdf or digitally sign, the screen greys out and nothing happens.

Even with my e-ID it doesn't work anymore. Only hitting Esc (repeatedly) brings me back to the pdf.

At first I thought it was linked to my remote connection, but the problem also occurs in the office.

Thank you for your help.

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Security digital signatures and esignatures

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Adobe Employee ,
Nov 22, 2021 Nov 22, 2021

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Hi Paule

 

Hope you are doing well and sorry for the trouble. As described you are unable to sign the PDFs as the screen greys out.

 

Please go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Signatures > Creation and Appearance > Click More and uncheck 'Use modern user interface' > Click OK and reboot the application and check.

 

Regards

Amal

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Community Beginner ,
Nov 22, 2021 Nov 22, 2021

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Dear Amal,

Thank you, the signing works but I get immediately this message:
[cid:image001.png@01D7DFC4.70E30830]


____________________________________________________________________________________________________________________________
[P.I Removed by Moderator]

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Community Beginner ,
Nov 22, 2021 Nov 22, 2021

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Dear Amal,

can you please remove my details ?

I join the picture that didn't go through.

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Adobe Employee ,
Nov 23, 2021 Nov 23, 2021

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Hi there

 

We are soory to hear that. Please check for any missing pending update for the signing device driver and firmware and try updating it and check.

 

You may also try to remove the device and then reinstall the device with the updated version from the manufacturer website.

 

Hope it will help

 

Regards

Amal

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Community Beginner ,
Nov 30, 2021 Nov 30, 2021

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Dear Amal,

 

I did as suggested, but still get this message:

Paule15D5_0-1638270915523.png

Signature is listed as trusted.

 

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Adobe Employee ,
Nov 30, 2021 Nov 30, 2021

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Hi there

 

We are sorry to hear that the issue still exists. Please check out the help page https://helpx.adobe.com/acrobat/using/validating-digital-signatures.html and see if that works for you.

 

Regards

Amal

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Community Beginner ,
Jan 18, 2022 Jan 18, 2022

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Hi again,

The problem persists and nothing I do solves it.

I have looked at the information, but nothing works! 

I'm not the only one with this issue apparently, how come you don't have a solution?

Regards,

 

Paule

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Adobe Employee ,
Jan 19, 2022 Jan 19, 2022

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Hi Paule,

 

We are sorry to hear that. The new version of Adobe Acrobat is now available version 21.11.20039. Please update the application form the help menu > Check for updates and reboot the computer once and see if that helps.

 

Regards

Amal

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New Here ,
Aug 23, 2022 Aug 23, 2022

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I have the same problem.  The suggestion does not work and when I check for updates Adobe reports that the software is up to date.  It was a fresh instal 4 days ago.  The app aperas to have a bug or is compromised. 

 

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Adobe Employee ,
Aug 24, 2022 Aug 24, 2022

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Hi Robert,

 

Hope you are doing well and sorry to hear that.

 

Would you mind sharing the workflow/steps you are doing? A small video recording of the steps you are doing and the issue you are experiencing will be very helpful.

 

Regards

Amal

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Adobe Employee ,
Sep 08, 2022 Sep 08, 2022

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Hi @Robert25778797b626 

 

If you are still experiencing this issue, would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and the network fiddler logs https://docs.microsoft.com/en-us/microsoft-365/troubleshoot/diagnostic-logs/run-fiddler-trace for further investigation of the issue

 

~Amal

 

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