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jeremiahh
Participating Frequently
July 17, 2024
Answered

Adobe Acrobat crashes after selecting Request E-signatures

  • July 17, 2024
  • 7 replies
  • 17259 views

A client of mine is dealing with a persistent crashing issue in Adobe Acrobat when selecting Request E-signatures. The first time it happened, Adobe gave a pop up about some new feature/experience. She had selected it and it changed how everything was viewed. From that point, Acrobat would crash every time after selecting Request E-signature. The Send Report pop up would show up but the log didn't really show anything. We got to the point where we did the full nuke on Adobe CC. We uninstalled everything and ran the Adobe CC Cleaner. We did a fresh install and made sure CC, Acrobat, and the Windows system was up to date. At first, we got the error message that you'll see in the attached screenshot. "The exception unknown software exception (0xc0000028) occurred in the application at location 0x00007FFA980FF77D." message came up. We made one change and deselected "Use modern user interface for signing and Digital ID configuration" in Preferences>Signatures. I'm pulling my hair out regarding this. I figured doing the whole nuke option would resolve it but it continues to crash. Any help would be greatly appreciated. Thanks!

    Correct answer 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

    7 replies

    S
    SamBastion
    Participating Frequently
    August 6, 2024

    I was having the same issue and issues with comments. My solution was to do E signs in Browser. But, I've just turned off the new AI feature and it's back to working again. For how long who knows!

    Close any open files. Then, navigate to Preferences > Generative AI. To turn off the generative AI features, deselect Enable generative AI features in Acrobat, and then select OK.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 6, 2024

    @SamBastion Have you tried the 2024.002.20991 update that was released earlier today?

     

    Let me know if you experience the issue on the latest update, too.

     

    -Souvik

    S
    SamBastion
    Participating Frequently
    August 8, 2024

    when I go to chaeck for updates it tells me I'm on the latest one (2024.002.20964) is there a way to get the newer one manually?

     

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity ManagerCorrect answer
    Community Manager
    July 24, 2024

    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

      J
      jeremiahhAuthor
      Participating Frequently
      July 30, 2024

      @Meenakshi Negi we are back to having issues again. End user said that she came in yesterday, started up her computer, and Adobe Acrobat changed back to classic view. Now her Request E-Signatures doesn't work again. She just gets the pop up of "Sorry, an error occurred" and it crashes. How do you keep it in the new view? There is no new update to Acrobat.

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity Manager
      Community Manager
      July 31, 2024

      Hi Hannah36318782otvi and jeremiahh,

       

      Sorry to hear that the issue is occurring again.

      Please confirm the current Acrobat version on the machine. 

      Share the crash logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

       

      Thanks,

      Meenakshi

      I
      IT32512544944b
      New Participant
      July 24, 2024

      Quick easy fix go to your C:drive - C:\Users\yourprofile\AppData\Roaming\Adobe\Acrobat\DC\Security
      then delete these - reader_fss_signature_initials - reader_fss_signature_initialsi - reader_fss_signature_initialsk
      The reopen Adobe and readd the signature and this will fix the issue for you.

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity Manager
      Community Manager
      July 22, 2024

      Hi jeremiahh,

       

      Thank you for reaching out, and sorry about the trouble caused.

       

      It is a known issue, and the team is working on fixing it. We will update you once the fix is available.

      We appreciate your patience.

       

      Thanks,

      Meenakshi

        L
        Lucie5C10
        New Participant
        July 23, 2024

        I am afraid that I am having the same issue since last week. The app worked perfectly most of the day and then when I tried to send another document out for signature, it started crashing as soon as I click on e-signature. No solution worked for me.

         

        J
        jeremiahhAuthor
        Participating Frequently
        July 23, 2024

        Lucie,

         

        Is it an enterprise system or consumer system? If consumer, you may want to try Adam's link. It has a solution by deleting specific files within Adobe AppData. If you decide to delete the user profile within the OS, you'll want to back everything up before deletion.

         

        Thanks,

        Jeremiah

        J
        jeremiahhAuthor
        Participating Frequently
        July 22, 2024

        After uninstalling all the Adobe applications, restarting, running the Adobe CC Cleaner application to clear out all Adobe files, and reinstalling CC and Acrobat, Acrobat was still causing an error when clicking Request E-signatures. Just kept getting the Send Report pop up with no clear indication in the log what was causing the issue. I did not have an issue in another user profile so it was user profile specific. The only solution was to delete the entire user profile by going to System>About>Advance System Settings>User Profiles Settings and deleting the user profile. As this is an Enterprise environment , once the user logged in again which created the new profile, Adobe Acrobat worked flawlessly. The UI for Acrobat changed completely and Request E-signatures worked. This won't necessarily be the solution for standard accounts as you may need to follow Adam's suggestion at deleting certain files. 

        H
        Hannah36318782otvi
        New Participant
        July 22, 2024

        Did you fix this Jeremiahh? 

         

        J
        jeremiahhAuthor
        Participating Frequently
        July 22, 2024

        Hannah,

        Yes, see my solution in my last comment. Not the greatest solution but it worked.

        A
        Adam35163309gpoh
        New Participant
        July 19, 2024

        The answer here helped us with this issue: https://community.adobe.com/t5/acrobat-discussions/acrobat-dc-fill-and-sign-feature-crashes-program/td-p/10263433

          J
          jeremiahhAuthor
          Participating Frequently
          July 22, 2024

          I didn't see this reply until I nuked the user profile. I ended up getting it to work as you can see by my comment below. I'll try the solution in that discussion if it happens to another user.

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