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. 

[Adam35163309gpoh]

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

[jeremiahh]

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.

[Hannah36318782otvi]

Did you fix this Jeremiahh? 

[jeremiahh]

Hannah,

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

[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. 

[Meenakshi Negi]

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

[Lucie5C10]

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.

[jeremiahh]

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

[Lucie5C10]

This is an enterprise system and I am only one of the assigned users but not the admin.

Thanks

Lucie

[jeremiahh]

Lucie,

I'd check with your IT department to run it by them. If you are run like most company systems, you shouldn't really have anything saved to the computer itself. This makes it easy to just delete the profile and create a new one once you log in again.

Thanks,

Jeremiah

[Lucie5C10]

Thank you, I will speak to my boss and hope this solution works.

[Lucie5C10]

So my boss removed me as user, added me again and I could get a bit further but now it freezes when I enter the email address of the person I need to send the document for signing to. The screen then just stays on - get e-signature faster than email stays on and nothing else happens. It's really frustrating as I need this function for sending out contracts. 

[Lance5E1F]

I encountered the same issue. I have gone through all the scenarios mentioned above except for recreating the individual's Windows profile (since the user is remote), and none of them produced positive results.

[jeremiahh]

Lance,

Remote systems are always fun to deal with. Hopefully Adobe has a better solution to this soon.

Thanks,

Jeremiah

[Lance5E1F]

Jeremiah,

If absolutely necessary, and if there are no other options, I have done this before. However, in this instance, users rely on the fill-and-sign feature. Although I'm not enthusiastic about managing them remotely via VPN, it did prove effective on this occasion.

Thanks,

Lance

[IT32512544944b]

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 · Accepted solution]

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

[Ya-Yin]

So I installed this update today and it seemed to resolve the issue at first. I was able to use the "Request e-signatures" feature again. But it only worked for a few hours. It's now crashing again and this is the error I keep getting:

[Ya-Yin]

Update: I signed out of my Adobe account and signed back in, and it started working again. But when it started working again, the whole user interface for requesting e-signatures also changed. Confused by what happened, but just glad it's not crashing for now. 

[Hannah36318782otvi]

I had this message this morning, just logged in and out again and now it just completely shuts off with no error message

[jeremiahh]

@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]

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

[jeremiahh]

@Meenakshi Negi 

Adobe Acrobat Version 2024.002.20965 | 64-bit

How do you collect the logs? I can send the error report to Adobe but there are no log files on the system for Adobe. She's also currently in the new version. The one thing she noticed a couple of days ago is that it revert the e-signature interface back to the old version which is when it decided to crash.

Thanks,

Jeremiah

[S. S]

@jeremiahh Thanks for the info.

Would you mind checking if she has enabled the "Modern User Interface" when signing? 

This can be found as a checkbox in the preferences-> Signatures-> More under "Creation & Appearance." (screenshot attached for reference)

If you still see the issue after following these, please try to collect crash logs from the system.

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