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Adobe Acrobat Pro freezes when using E-sign

New Here ,
Aug 23, 2024 Aug 23, 2024

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I am experiencing a recurring issue with Adobe Acrobat Pro on my macOS Sonoma 14.6.1 where the application consistently freezes during the E-signature process. Although uninstalling and reinstalling the software temporarily resolves the issue, the problem reoccurs approximately 30 minutes after the fix.

 

This disruption significantly impacts my workflow, as I need to repeatedly uninstall and reinstall the application just to continue working. My Adobe software is fully updated.

 

Could you please provide a more permanent solution or escalate this issue to the appropriate technical team? Your prompt assistance would be greatly appreciated.

TOPICS
Security digital signatures and esignatures

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Adobe Employee ,
Oct 10, 2024 Oct 10, 2024

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Hi @TLOOJJ

 

Sorry for the delayed response and troubled experience. 

I'm following up to see if your issue is resolved. If not, please let us know; we'd be happy to assist.  

 

Please ensure Acrobat is installed with the latest update. To check for pending updates, launch Acrobat> Help > Check for Updates.

 

Also, we would need the following logs:

 

 

  • Fiddler logs: Download Fiddler from: https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:5fd026f3-847a-453d-9836-b47d97870360
    • Run Fiddler and go to ‘Tools->Options’
    • In the HTTPS tab, ensure the checkboxes ‘Capture HTTP Connect’ and ‘Decrypt HTTPS traffic’ are checked.
    • Now, let Fiddler run and launch Acrobat and perform the same operation that caused Acrobat to crash.
    • Once complete, save the data by ‘File->Save->All sessions’.
    • Please share this data.

 

Hopefully, these logs will help us identify why the lag in performance is happening on your machine. Let us know if you have any questions.

 

~Tariq

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