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Ruan0469
Participating Frequently
July 23, 2024
Answered

Adobe Crashes when using e-sign feature

  • July 23, 2024
  • 8 replies
  • 16801 views

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.

    Correct answer Meenakshi Negi

    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

    8 replies

    H
    HorsinAround
    New Participant
    June 24, 2025

    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!

    A
    Axiom Career College
    New Participant
    August 1, 2024

    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??

      R
      Ruan0469Author
      Participating Frequently
      August 2, 2024

      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
      Community Manager
      S_SCommunity Manager
      Community Manager
      August 2, 2024

      @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

      A
      AARON38923593hwjg
      New Participant
      July 31, 2024

      After update, Adobe is Still crashing on Mac OS.

        F
        firsts62230775
        Participating Frequently
        August 1, 2024

        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.

         

          F
          firsts62230775
          Participating Frequently
          July 30, 2024

          Having the same issues with Standard.    

          <?xml version="1.0"?>

          <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

          <crashreport serviceVersion="16.1.0.202403280551_9c717c1" clientVersion="16.1.0.202403280551_9c717c1" applicationName="Adobe Acrobat" applicationVersion="24.002.20965" build="0" source="Windows-Client" crashType="n/a">

          <time year="2024" month="7" day="30" hour="12" minute="32" second="21" timeoffset="-360" timezone="Central Daylight Time"/>

          <user guid="8b98f5e6-63c9-4f7b-8117-bed1a70d9b87"/>

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          <binaryImage start="0x00007FFF32670000" end="0x00007FFF32763000" path="SophosAmsiProvider.dll"/>

          <binaryImage start="0x00007FFF506B0000" end="0x00007FFF506D3000" path="gpapi.dll"/>

          <binaryImage start="0x00007FFF33060000" end="0x00007FFF33091000" path="cryptnet.dll"/>

          <binaryImage start="0x00007FFF4DB80000" end="0x00007FFF4DB8B000" path="winnsi.dll"/>

          <binaryImage start="0x00007FFF53690000" end="0x00007FFF53698000" path="nsi.dll"/>

          <binaryImage start="0x00007FFF0CB40000" end="0x00007FFF0CB55000" path="msisip.dll"/>

          <binaryImage start="0x00007FFF53470000" end="0x00007FFF534E9000" path="coml2.dll"/>

          <binaryImage start="0x00007FFF0CB20000" end="0x00007FFF0CB3E000" path="wshext.dll"/>

          <binaryImage start="0x00007FFF0CAB0000" end="0x00007FFF0CAFC000" path="AppxSip.dll"/>

          <binaryImage start="0x00007FFF10390000" end="0x00007FFF105AD000" path="OpcServices.DLL"/>

          <binaryImage start="0x00007FFF0D550000" end="0x00007FFF0D55C000" path="pwrshsip.dll"/>

          <binaryImage start="0x00007FFF0CB10000" end="0x00007FFF0CB1A000" path="EsdSip.dll"/>

          <binaryImage start="0x00007FFF3FF10000" end="0x00007FFF3FF2D000" path="mpr.dll"/>

          <binaryImage start="0x00007FFF35480000" end="0x00007FFF3548B000" path="drprov.dll"/>

          <binaryImage start="0x00007FFF506E0000" end="0x00007FFF5073B000" path="winsta.dll"/>

          <binaryImage start="0x00007FFF35460000" end="0x00007FFF35480000" path="ntlanman.dll"/>

          <binaryImage start="0x00007FFF35440000" end="0x00007FFF3545E000" path="davclnt.dll"/>

          <binaryImage start="0x00007FFF352C0000" end="0x00007FFF352CD000" path="davhlpr.dll"/>

          <binaryImage start="0x00007FFF50D60000" end="0x00007FFF50D79000" path="wkscli.dll"/>

          <binaryImage start="0x00007FFF2B920000" end="0x00007FFF2B932000" path="cscapi.dll"/>

          <binaryImage start="0x0000000056DC0000" end="0x0000000056E05000" path="adobe\IA32.api"/>

          <binaryImage start="0x00007FFF40040000" end="0x00007FFF40516000" path="wininet.dll"/>

          <binaryImage start="0x00007FFF1B9B0000" end="0x00007FFF1B9C7000" path="ondemandconnroutehelper.dll"/>

          <binaryImage start="0x00007FFF4B810000" end="0x00007FFF4B827000" path="dhcpcsvc6.DLL"/>

          <binaryImage start="0x00007FFF4B7F0000" end="0x00007FFF4B80D000" path="dhcpcsvc.dll"/>

          <binaryImage start="0x00007FFF34D30000" end="0x00007FFF34DC8000" path="webio.dll"/>

          <binaryImage start="0x00007FFF51070000" end="0x00007FFF5113A000" path="dnsapi.dll"/>

          <binaryImage start="0x00007FFF4D330000" end="0x00007FFF4D33A000" path="rasadhlp.dll"/>

          <binaryImage start="0x00007FFF4C8C0000" end="0x00007FFF4C940000" path="FWPUCLNT.DLL"/>

          <binaryImage start="0x00007FFF50B50000" end="0x00007FFF50BE8000" path="schannel.dll"/>

          <binaryImage start="0x00007FFF30B60000" end="0x00007FFF30B75000" path="mskeyprotect.dll"/>

          <binaryImage start="0x00007FFF51660000" end="0x00007FFF5169B000" path="ntasn1.dll"/>

          <binaryImage start="0x00007FFF516A0000" end="0x00007FFF516C9000" path="ncrypt.dll"/>

          <binaryImage start="0x00007FFF2D2F0000" end="0x00007FFF2D316000" path="ncryptsslp.dll"/>

          <binaryImage start="0x00007FFF4D550000" end="0x00007FFF4D5E4000" path="apphelp.dll"/>

          <binaryImage start="0x00007FFF309E0000" end="0x00007FFF30A61000" path="PhotoMetadataHandler.dll"/>

          <binaryImage start="0x00007FFF4E980000" end="0x00007FFF4EB36000" path="WindowsCodecs.dll"/>

          <binaryImage start="0x00007FFE93E30000" end="0x00007FFE940F8000" path="adobe\LogSession.dll"/>

          <binaryImage start="0x00007FFE96120000" end="0x00007FFE962D1000" path="adobe\AcroDunamis.dll"/>

          <binaryImage start="0x00007FFECF5E0000" end="0x00007FFECF65D000" path="adobe\AdobePIP.dll"/>

          <binaryImage start="0x00007FFF51140000" end="0x00007FFF5118B000" path="powrprof.dll"/>

          <binaryImage start="0x00007FFF51000000" end="0x00007FFF51012000" path="umpdc.dll"/>

          <binaryImage start="0x00007FFF196A0000" end="0x00007FFF196BF000" path="pcacli.dll"/>

          <binaryImage start="0x00007FFF19680000" end="0x00007FFF19692000" path="sfc_os.dll"/>

          <binaryImage start="0x0000000059480000" end="0x0000000059578000" path="adobe\WebPDF.api"/>

          <binaryImage start="0x00007FFEC2760000" end="0x00007FFEC2895000" path="adobe\AdobeXMP.dll"/>

          </binaryImageSet>

          <dumpType>

          Full

           

           

           

          F
          firsts62230775
          Participating Frequently
          July 30, 2024

          updates did not fix the issue

           

            W
            Wyatt283558069py4
            New Participant
            August 7, 2024

            Well found a fix.... for now.... 

            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.


            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.

            Meenakshi Negi
            Community Manager
            Meenakshi NegiCommunity ManagerCorrect answer
            Community Manager
            July 24, 2024

            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

              M
              Michael38749776wdl7
              New Participant
              July 24, 2024

              This worked for my user!

              Cheers mate

              C
              canterbury38779335t2bx
              New Participant
              July 24, 2024

              Having exactly the same issue for the last week. Any resove for this yet?

                R
                Ruan0469Author
                Participating Frequently
                July 24, 2024

                Nothing yet, sorry. I will play aorund a bit today and see if disabling or maybe enabling some features might give us a temporary solution.

                S
                Sam37141876vo01
                New Participant
                July 23, 2024

                I am having the same isssue with my Acrobat with the esign feature too, I have repeated the same troubleshooting steps with no luck. I am looking into creating a dump log to see if I can find out more behind the scenes details about why it's randomly closing the program with no crash report a few seconds after you click on esign.

                  S
                  Sam37141876vo01
                  New Participant
                  July 23, 2024

                  Here is the Windows Event Viewer details in xml format for the behavior

                  - <System>
                    <Provider Name="Application Error" />
                    <EventID Qualifiers="0">1000</EventID>
                    <Version>0</Version>
                    <Level>2</Level>
                    <Task>100</Task>
                    <Opcode>0</Opcode>
                    <Keywords>0x80000000000000</Keywords>
                    <TimeCreated SystemTime="2024-07-23T17:06:46.1336136Z" />
                    <EventRecordID>180415</EventRecordID>
                    <Correlation />
                    <Execution ProcessID="0" ThreadID="0" />
                    <Channel>Application</Channel>
                    <Computer>PapaPita-WJ203.PPB.Company</Computer>
                    <Security />
                    </System>
                  - <EventData>
                    <Data>Acrobat.exe</Data>
                    <Data>24.2.20857.0</Data>
                    <Data>666cd3b1</Data>
                    <Data>ntdll.dll</Data>
                    <Data>10.0.19041.4522</Data>
                    <Data>8a1bb6f3</Data>
                    <Data>c0000028</Data>
                    <Data>00000000001025e6</Data>
                    <Data>1dc</Data>
                    <Data>01dadd203ed79d54</Data>
                    <Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
                    <Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>
                    <Data>b734a91d-5f25-47e0-bffa-1474314eada3</Data>
                    <Data />
                    <Data />
                    </EventData>
                    </Event>
                   
                  And here is the General information for the event
                  Faulting application name: Acrobat.exe, version: 24.2.20857.0, time stamp: 0x666cd3b1
                  Faulting module name: ntdll.dll, version: 10.0.19041.4522, time stamp: 0x8a1bb6f3
                  Exception code: 0xc0000028
                  Fault offset: 0x00000000001025e6
                  Faulting process id: 0x1dc
                  Faulting application start time: 0x01dadd203ed79d54
                  Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
                  Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
                  Report Id: b734a91d-5f25-47e0-bffa-1474314eada3
                  Faulting package full name:
                  Faulting package-relative application ID:
                  S
                  Stuart Harrison
                  New Participant
                  July 23, 2024

                  Getting the same thing with one of our users too. Commenting so I can hopefully find out what the issue is same time as yourself.

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