Adobe Acrobat Absturz bei elekt. Signatur

[Dario324382401kln]

Hey Zusammen, 

seit ein paar Tagen tritt bei mir folgendes Problem auf. Sobald ich Adobe öffne und ein Dokument signieren will, stürzt es ab. Ist dieser Fehler schon bekannt?

Ich habe schon eine Neuinstallation versucht. Außerdem verschiedene Troubleshooting Artikel von Adobe.

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

https://helpx.adobe.com/de/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

https://helpx.adobe.com/de/creative-cloud/help/uninstall-remove-app.html

u.v.m...

Vorab vielen Dank!

[try67]

Does it happen with one specific file, or all of them? How are you trying to sign the file? What exact tool are you using?

Also, what's the exact version number of the application (You can find it out by going to Help - About Adobe Acrobat)? What's your OS version?

[Dario324382401kln]

Hi, the error occurs with all documents. I'm trying to sign the file using the Fill and Sign tool. I am up to date on Windows and Adobe.

[torstenh20816300]

I have the same issue.

I'm using version 2024.00220933

[torstenh20816300 · Accepted solution]

Here is my solution:

Go to the location mentioned below and deleted the following files:

%appdata%\Adobe\Acrobat\DC\Security\*_fss_signature_initials

%appdata%\Adobe\Acrobat\DC\Security\*_fss_signature_initialsi

%appdata%\Adobe\Acrobat\DC\Security\*_fss_signature_initialsk

[Dario324382401kln]

Thank you very much, Problem solved!

[Rachel28069657ejlv]

Hey i cannot find these files and i have the same problem, when i like to sign the pdf document.

I have the same version.

[Meenakshi Negi]

Hi Dario324382401kln,

Thank you for reaching out.

The team is aware of the issue and is working on the fix.

You may try the workaround shared in the last message by torstenh20816300.

Let us know if that helps.

Thanks,

Meenakshi

Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

[Dario324382401kln]

The workaroung fixxed the problem, thank you.

[Meenakshi Negi]

Hi Dario324382401kln,

That's great! Thank you for updating here.

We will update here once the fix patch is available.

Thanks,

Meenakshi

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

[Meenakshi Negi]

Hi All,

The issue has been addressed in the latest update released today. Try updating the application to the latest version available. In Acrobat, go to Help > Check for updates. Check if that resolves the issue.

You may also refer to the information on the latest update on the following help page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html. 

Let us know how it goes.

Thanks,

Meenakshi

[Holger38824908kj9v]

Hi, 

the latest update solved the problem.

Thanks,

Holger

[Meenakshi Negi]

Glad to know that the issue is resolved.

Let us know if we can be of any help.

Thanks,

Meenakshi

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

[ESG GmbH]

Hi,

I made the update today, but after few hours , I have the same Problem again. After I open the document and try to make the signature on it, it closes after 1 second.

[Meenakshi Negi]

Hi ESG GmbH,

Thank you for the information.

Could you please confirm the current version of the application? 

Thanks,

Meenakshi

[ESG GmbH]

Hi , 

the current version is: 24.002.20965.

Thank you 

[Meenakshi Negi]

Hi ESG GmbH,

Thank you for the information.

Did you try the workaround shared above? If not, please try going to the location "%appdata%\Adobe\Acrobat\DC\Security\" and delete the following files:

- acrobat_fss_signature_initials

- acrobat_fss_signature_initialsi

- acrobat_fss_signature_initialsk

Let us know if that helps.

Thanks,

Meenakshi

[ESG GmbH]

Hi, 

I tried but the ‘Security’ folder does not exist in that location.

[S. S]

Hi @ESG GmbH,

The location will be %appdata%\Roaming\Adobe\Acrobat\DC\Security\

-Souvik

[cd-ekhd]

Hi, 

I have the same problem. I just re-installed Adobe Acrobat and now have installed Version 2024.002.20965. I deleted the files in the folder %appdata%\Adobe\Acrobat\DC\Security.

- Christian

[S. S]

Thanks, @cd-ekhd  for letting us know.

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

[cd-ekhd]

Hi Souvik,

thank you for your quick response. I created the log as described on the support-page but unfortunately, I can't upload them to the Adobe Cloud. I guess, our company firewall doesn't allow this upload. Is there any way I can share the log with you manually? Is it save to upload it to this forum or should I send it to you or your colleagues by mail?

- Christian

[S. S]

@cd-ekhd Thanks for the response.

You can share the generated Log ID. The files can be fetched on our database once you upload the logs and share the ID here.

-Souvik

[cd-ekhd]

Thank you Souvik,

as I wrote in my response, it is not possible to upload the log-files. Is there any other way to share the log files with the adobe support team?

-Christian

[S. S]

@cd-ekhd, 

Understood! If you can use any cloud storage, you can upload the complete folder there and create a shareable link to share with me.

If you have already run Adobe Acrobat Diagnostics Tool, You can also go to %temp%/Acrobat_Diagnostics/Output/ to view and share the logs manually.

-Souvik