Adobe Acrobat crashes after selecting Request E-signatures

[jeremiahh]

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!

[jeremiahh · Accepted solution]

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. 

[jeremiahh]

@S. S The user already has the "Use modern user interface" checked. I will run the Acrobat Diagnostics and collect the logs.

Thanks,

Jeremiah

[S. S]

Thanks, @jeremiahh , for letting me know.

I will be on standby till you share the log ID. It will help us expedite the ticket investigation.

-Souvik

[jeremiahh]

@S. S 

Below is the Log ID for the diagnostics. Let me know if you need me to attach any of the actual logs as I have those saved. I ran the diagnostics as instructed. I opened up diagnostics, selected all options, started diagnostics, opened a PDF in Acrobat, selected Request E-Signatures which then it crashed, clicked Send Report, then finally stopped diagnostics. Let me know if you need anything else.

ecd67322-6c8d-4b05-be23-3d75c9810716

Thanks,

Jeremiah

[S. S]

@jeremiahh Thanks for the Log ID. 

I have shared this with the team. I will reach out to you in case I hear back and need further info.

-Souvik

[jeremiahh]

@S. S 

Any update yet on a solution? The two people I'm working with have a workaround but it's not as efficient.

Thanks,

Jeremiah

[S. S]

Hi All, 

We have released a new update. Kindly update the application to the latest version and let us know if the issue is fixed or not.

-Souvik

[J.B. Bricklemyer]

E-Sign has failed again.  Click on E-Sign and you get the blank screen where you are supposed to enter the email address. 

I have the most recent IOS and Adobe versions. I checked and I have the most recent update per the link above.  

I use the "old" version of Adobe not the Modern UI.

I have completely removed ALL Adobe files from the Library and reinstalled.  Rebooted.  Sitll E-Sign freezes with a blank screen where one would enter the emails to send to...  

I have submitted a crash report every time it crashes, which at this point is every time I try to use E-Sign from the desktop app.  

The iPhone app version works.  I will try the web browser version as someone said that worked for them.  See attached files.  

At that point you cannot do anything with Adobe.  Force quit is required.  

[J.B. Bricklemyer]

Not fixed...  

[S. S]

@J.B. Bricklemyer Sorry for your experience!

This issue was previously seen on Windows. 

Would you mind sharing some crash logs with me so I can investigate this?

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

[jeremiahh]

@S. S The 2024.002.20991 update fixed the issue for both users. They are now able to request e-signatures through the Acrobat application. Greatly appreciate all the work put in by you and the team.

Thanks,

Jeremiah

[S. S]

Thanks @jeremiahh for the confirmation. I will pass on the feedback to the team.

-Souvik

[J.B. Bricklemyer]

Souvik,

I share all of the crashes with the automated request.  

The update is for Windows Only according to the Adobe Home page. 

I'll send you the crash logs by the link above.

24.002.20991 Optional update, Aug 05, 2024 (Windows Only)

[J.B. Bricklemyer]

Souvik,

51186d31-d13d-46fb-b0e8-828f7ec6ef8e

[panayiotisg69589089]

I'm still getting this issue in 2025. The update did not fix this. My files that are over 100mb have this issue. Please fix this now!

[SamBastion]

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]

@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

[SamBastion]

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?

[panayiotisg69589089]

This crashing issue still exists. I've sent multile crash reports. Happens on larger files over 100mb. The program isn't stable when you go to press the e-sign button. This needs to be addressed promptly as it is affecting my business.

[SamBastion]

So after a day it went back to not working again. I've had to go back to old Acrobat View>Disable neew acrobat. At least it doesn't crash and I can use teh comments panel now.