Adobe Acrobat Pro - fill and sign tool signature not working

[NORMAN5D52]

mulitple users affected

clicking on "Add Initials" does nothing- screen goes black

have tried NEW and OLD Acrobat VIEW

have tried 32-bit and 64-bit- same result

using:

Windows 11 24H2

Adobe Acrobat Pro DC 25.001.20844

[Meenakshi Negi]

Hi NORMAN5D52,

Thank you for reaching out and reporting this.

We are sorry for the trouble caused by this issue. Could you please confirm if the issue started recently?

Please try once removing the signature files from the following location: %appdata%\Adobe\Acrobat\DC\Security\

Delete files:

- acrobat_fss_signature_initials

- acrobat_fss_signature_initialsi

- acrobat_fss_signature_initialsk

Check if that helps.

If the issue still occurs, please collect the logs for the issue using the diagnostic tool and share the log ID with us.

Let us know if you need any help.

Thanks,

Meenakshi

[NORMAN5D52]

hi Meenakshi

thanks for your suggestion. completed the steps. but issue is still there.

i'll run the diagnostics.

[Meenakshi Negi]

Hi NORMAN5D52,

Sure! Please share the log ID once the logs are created.

Let us know if you need any help.

Thanks,

Meenakshi