Adobe request for signature freezes on Adobe DC

Report · Nov 05, 2021

Hi all,
We have a user who uses Adobe sign daily to request for signatures with multiple drawings through the day. It is a critical operation.

We find that the request for signature feature freezes allot on Adobe DC. DC is up to date according to creative cloud; the Windows OS is up to date and we have completed a re install and repair installation.

The problem is not that the request for signature feature does not work, it is that on certain documents, no matter what we try, we can just not request for signatures on.
We have tried different documents and they do work. Nothing in common with the documents that don't work, no specific time, just random. We just leave it for a day or two and magically, the document can request for signature.

What happens is that we click request for signatures, enter the signers email address, and proceed to the page where we need to add the blocks to add the signatures, but nothing happens, the document is just frozen. Can't scroll, zoom or do anything in the window itself, but everything to do with Adobe DC, such as menus and toolboxes work. So hence the feeling that it has something to do with the adobe sign and not the DC application itself.

Are there any troubleshooting articles that one could fund help or technical documentation to understand how Adobe Sign works and what services it relies on?

Help is appreciated. Thanks

Report · Nov 08, 2021

Hi there

Hope you are doing well and sorry to hear that. As described the application is freezing when requesting for signature.

Would you mind sharing the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 21.07.20099 installed. Go to Help . Check for updates and reboot the computer.

As described you have reinstalled the application and repaired the installation with no luck, Please try to create a new test user profile with full admin rights in Windows and try using the application there. You may also request signatures online via Document Cloud - https://documentcloud.adobe.com/link/home/

Also please check the steps shared in the help page https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html

Regards

Amal

Report · Nov 08, 2021

Hi Amal.

Thank you for your reply. The version of Adobe is 21.7.20099.454979

When using the online Document cloud, the document also freezes when requesting for signature. Also tried this on a test user profile as suggested.

We have also found that it stops freezing if you leave the request for signatures page open for 10+ minutes and the user can place the signature block as normal. While this is a temporary work around, we would like to know what causes this. I also want to stress that Adobe is responsive as normal (menu, tabs and other documents open in Adobe), it is just the "Request for signature" portion that is unresponsive.

Report · Nov 11, 2021

Hi there

I tried to reproduce the issue on my end and its working fine. pleaase try to create a new test user profile with full admin rights or enable the root account in Mac and try using the applcation there.

Regards

Amal

Report · Dec 02, 2021

Hello! I am having a simular problem. I was able to get the online version to send a request for signatures. but when using the app it does not not work. Even when i open the file fresh and its the first thing i do. I also found that when I try to share the pdf that it will freeze also.

Im not sure if its Adobe's end or my email's end, but its an issue. I have the most recent version (version 21.07.20099).

Report · Dec 03, 2021

Hi there

We are sorry to hear that. Would you mind sharing the steps you are doing to send the PDF for signature? A small video recroding of the steps and the iisue would be very helpful.

As you have the most recent version of the application, please try to create a new test usder profile with full admin rights in Windows or enable the root account in MAC and try using the application there and check.

Regards

Amal

Report · Dec 09, 2021

I'm having the same issue, namely, as soon as I click on 'Request Signatures,' a white box pops up at the center of the document and Adobe freezes. This is really frustrating!

I forced quit the application and repaired the installation. When I tried again, the same issue happened.

Report · Dec 10, 2021

Hi Carol,

Hope you are doing well and sorry for the trouble. Have you tried using the application in the new test user profile as suggested above?

Regards

Amal

Report · Jan 13, 2022

Hello,

I am also facing the same issue. The issue is really that any user who tries to request any signature or e-signature results in the grey or white box screen that is a failure to load the signature request details. I willl attach screenshots. It really began around the same time this thread was created and I have tried many repair installations and other tricks to try and solve but it always ends up happening again to my users. I have found that I was able to temporarily fix the issue by performing the following:

Close Adobe
Open Task Manager as Administrator
End all the "Adobe AcroCEF" proccesses by selecting them and ending task.
Retry

I have found this to work however it is a hassle because all our users don't have admin rights to be able to open task manager as administrator to be able to close the Adobe AcroCEF process. You cannot end the task by opening task manager normally.

Report · Jan 13, 2022

Hi Joshua

Hope you are doing fine and sorry to hear that.

Would you mind sharing the version of the Adobe Acrobat DC you are using? To check the version go to Help> About Acrobat and make sure you have the recent version 21.11.20039 installed. Go to Help > Check for updates and reboot the computer once.

Let us know how it goes.

Regards

Amal

Report · Jan 13, 2022

Hello,

We are currently using Version 2021.007.20102

I have it set to where our users can not manually check for updates because we like to manage and push out updates ourselves. I will try to update my own version however, I am still a bit skeptical that a small update will help. I will update you if I see the issue go away but if not is there another alternative I can try. It seems as if there is no real solution based on what most threads regarding this issue. I would like to escalate this issue.

Thank you for your cooperation.

Report · Jan 14, 2022

Hi there

Please try to update the application as described earlier and reboot the computer once.

Also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile wit full admin rights in Windows or enable the root account in MAC and try using the application there and check.

Regards

Amal