Adobe Crashes when using e-sign feature

[Ruan0469]

For a while now Adobe crashes everytime our employees try to use the e-sign feature. It freezes for a second and just completely closes without any error messages or indication as to why it closed. Over the course of a  week I have uninstalled and reinstalled adobe 3 times on 1 computer, not to mention the other ones... I did that as a last resort. Before that I checked for updates and everything was up to date. After that I tried the repair installation and that also didn't work. Eventually I completely removed EVERYTHING Adobe related on my computer and reinstalled. Worked for less than a day before giving the exact same problem. It's on the Pro version of Acrobat, and I've had similar cases where signing and filling in forms do the same thing on versions that are not the Pro. It's really frustrating when you have the same few people complaining about the same thing every week. I know it's not their fault, but I'm just as frustrated as they are, so that's why I'm posting this. Any help would be much appreciated.

[Wyatt283558069py4]

Having the same error message as you, 0xc0000028, and I can confirm that deleting the three files mentioned is a confirmed workaround for now. Users are unable to use the "Fill & Sign" feature until they are deleted. No noticable loss of functionality after the fix.

[S. S]

@Wyatt283558069py4 Would you mind updating the app to the latest version (2024.002.20991) and letting us know if the issue is fixed or not?

-Souvik

[AARON38923593hwjg]

After update, Adobe is Still crashing on Mac OS.

[firsts62230775]

not sure where or it would be however... .in windows... this worked.. 

Found a fix: Needed to delete the following 3 files:

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

Then it worked for me.

[creative explorer]

@AARON38923593hwjg what MAC OS are you using? This is the latest Acrobat?

Did the previous version of Acrobat Pro crash on you as well, or just the new version. 

• Try 'Disable New Acrobat' 
• Disable Mockup Beta (AI Assistant)

Check to see if you can download a previous version...on my end, I can't for Acrobat

[AARON38923593hwjg]

I have most recent and updated versions of Mac OS and Adobe.  No crashes before the update.  I do not have the three files on Mac.

[S. S]

@AARON38923593hwjg 

Sorry for your experience!

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

[Axiom Career College]

I have done all the fixes, downloaded the patch, nothing works. Crashes as soon as you try to sign anything. Extremely difficult to get anything done - creating 10x the work. Any help??

[Ruan0469]

What I did as a temporary workaround for the problem, is I installed the Acrobat extension in Google Chrome (or a web browser of your choice) and used that for the esigning feature. Hope this can help a bit.

In my case the update luckily fixed the problem.

What you can also try that worked for me with the same issue a few versions ago is to completely remove everything Adobe related on your computer. Uninstall the application itself and all the data under program files and program data (as well as program data x86) and run a disk cleanup. Then try reinstalling Adobe. After that run the check for updates and hopefully it should work a bit better

[S. S]

@Axiom Career College @Ruan0469 

Sorry for the experience!

Would you mind sharing crash logs with us to expedite 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

[Axiom Career College]

Hello there!

Thanks so much for sending this. I have completed the above and hopefully that will help get a solution. Appreciate your help!

[Axiom Career College]

Thanks. Unfortunately I don't have the ability to do this right now (time restraints with appointments). If I don't have any other solution I will have to look into doing all of this. I appreciate your advice!

[S. S]

Sure @Axiom Career College,

We are on standby in case you need further assistance.

-Souvik

[HorsinAround]

Ive tried several things over the last couple months. This is what is currently working for me so I wanted to share!

I have been completing my editing of the document and then before I click to start the esigning process, I save the file. I change the name to what I want the binder name to be. Once saved it seems that that last step at the end where i need to change the binder name is correct already and i just click to submit it. So far so good!

In my instance, I have to upload two separate pages and edit each time. The last step is where I would get a darkened screen and no way to close without using task manager to close adobe. 

Hopes this helps someone!