Blank popup when requesting signatures

Explorer ,
Sep 20, 2021 Sep 20, 2021

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Hi All,

When I hit request signatures, the popup where you enter recipients is blank.  I have used this may times before and never had this issue.  I have signed out, restarted the laptop ans signed back in twice, still the same issue.  Screenshot below.

 

Thanks for your help.

 

Shane_au_0-1632191102135.png

 

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Security digital signatures and esignatures

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correct answers 1 Correct answer

Explorer , Sep 23, 2021 Sep 23, 2021

The issue was th most recent windows update that cam through about 16/9/21.  I am unable to return to previous setpoint on my laptop because I use onedrive and this interferes with the set point for windows, so I had to wipe my laptop and reinstall windows and all apps.  Now everything works fine.  This also hapened to me last year after a windows patch and I had to do the same thing.  

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Explorer ,
Sep 20, 2021 Sep 20, 2021

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Version 2021.007.20091 

Windows 10 home version 20H2

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Adobe Employee ,
Sep 20, 2021 Sep 20, 2021

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Hello,


We are investigating the issue you have started facing with the latest Acrobat update. Would like some more information from you -

1- Do you see blank view when you click on Home->My Computer or Home->Document Cloud also? 

2- Could you please check what is the folder path shown in "CEF_DIR" key at the following registry -
(if you have Adobe Reader) HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Acrobat Reader\DC\Installer or
(if you have Adobe Acrobat) HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Installer?

and if that folder path actually exists on your machine?

 

To check the above registry, please go to Start->type "regedit" and press <ENTER> key. This will open registry editor. 


Thanks for your patience,
-amboo

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Explorer ,
Sep 20, 2021 Sep 20, 2021

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Hi,

I was getting help through the chat window, attendant remoted into my machine, we uninstalled DC Pro and tried to reinstall, but the zip file wouldn't open.  I think it may be related to the last windows 10 update I insalled a few days ago.  

 

The reader path above is in my register, but not Acrobat, as it is uninstalled.  

 

Document cloud works fine.

I will continue investigating windows patch.

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Adobe Employee ,
Sep 21, 2021 Sep 21, 2021

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Sure. Please keep us posted on your observations.

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Adobe Employee ,
Sep 21, 2021 Sep 21, 2021

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Hi Shane,

 

You can download the latest Acrobat installer from this link : https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-downloads.html . Do let us know in case you face the blank popup screen post re-installation.

 

Regards,
Sandeep Grover

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Explorer ,
Sep 23, 2021 Sep 23, 2021

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The issue was th most recent windows update that cam through about 16/9/21.  I am unable to return to previous setpoint on my laptop because I use onedrive and this interferes with the set point for windows, so I had to wipe my laptop and reinstall windows and all apps.  Now everything works fine.  This also hapened to me last year after a windows patch and I had to do the same thing.  

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New Here ,
Dec 01, 2021 Dec 01, 2021

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One of my users are experiencing the same issues when the users request for a signature, they get a blank screen.  I have tried all of the suggestion:

1. Re-installing Adobe pro

2. checked the registry settings and it seems it is correct, it folder exist within the computer. 

Any other ideas?

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New Here ,
Sep 29, 2021 Sep 29, 2021

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I am joining in on the disussion when I click Request Signatures I am getting a blank white screen.

Any ideas appreicated.

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Explorer ,
Sep 29, 2021 Sep 29, 2021

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Hi Dola,

Read my responce above.  I am pretty sure it was the last windows update, see if you can uninstall the last wndows update and see how you go.  

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Adobe Employee ,
Sep 29, 2021 Sep 29, 2021

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Hi Dola, 

 

Adobe has shipped an update for Acrobat. Request you to please update the Acrobat OR Reader app. If problem persists, please reach out to us.

 

How to update :   Launch Acrobat/Reader application -> From Help menu click on "Check for updates". 

Post update your application version should be 21.007.20096 for Mac and 21.007.20095 for Win.

 

Thanks,

Gagan

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Adobe Employee ,
Sep 29, 2021 Sep 29, 2021

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Hi Dola,

 

Thank you for reaching out and sorry about the trouble.

 

Please try installing the latest patch we have released. In the application, go to Help menu and select Check for updates.

Check if that resolves the issue for you.

 

For more information about the latest optional patch, please refer to the following page: https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-21-007-2009x-optional-up...

 

Let us know how it goes.

 

Thanks,

Meenakshi

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New Here ,
Sep 29, 2021 Sep 29, 2021

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Thanks @Shane_au @Gagan @MeenakshiNegi 

I had done some googling and had run the update check and I did have to do that. No luck on that front yet.

I am using a work computer so it will be complicated for me to do a windows update rollback so I am trying to avoid that one at the moment.

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Adobe Employee ,
Sep 30, 2021 Sep 30, 2021

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Thanks for the update Dola and sorry for the issue you are facing. Could you please share below information :

 

  • Acrobat/Reader verison
  • Any screenshot/video of the issue
  • OS details
  • Since when you are seeing this issue
  • Are you able to see Save as dialog? ( To check - Open a PDF file -> Press ctrl+shift+s). Please share screenshot of this dialog as well.

 

Thanks,

Gagan 

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New Here ,
Sep 30, 2021 Sep 30, 2021

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If I say this is the version am I telling you the right thing?

Dola20_0-1632985787086.png

A screenshot when I click Request signatures on the righthand side looks like this:

Dola20_1-1632985886172.png

 

OS:

Dola20_2-1632986005891.png

 

I have only noticed today, probably haven't tried for a week or so before that.

 

Yes, the Save as is working. I have recently learned to uncheck the online button in settings to be able to see that. It also used to have a blank screen. Screenshot:

Dola20_3-1632986144377.png

 

 

 

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New Here ,
Oct 05, 2021 Oct 05, 2021

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Hi Dola,

 

Sorry for the trouble and replying late on this.

 

The team is working on the fix. Could you please share your email address so that we can share the fix (not release yet) with you.

 

Thanks,

Gagan <ggoyal@adobe.com>

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Explorer ,
Oct 05, 2021 Oct 05, 2021

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Hi,

The problem has come back again.  I am on windows 10 and I have the latest update.  It was working yesterday and now I cannot save docments or send for signatures.  

 

Shane_au_0-1633474117313.png

 

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New Here ,
Oct 05, 2021 Oct 05, 2021

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And mine does appear to have started working for me!! We can swap computers perhaps 🙂

 

I do know @GaganG  is still investigating the details for me here @Shane_au 

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Explorer ,
Oct 05, 2021 Oct 05, 2021

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Thanks @Dola20 It was working fine after reinstalling everything and then it broke and then it fixed with the new fix and then ot broke.  Fingers crossed with the new fix.

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Explorer ,
Oct 05, 2021 Oct 05, 2021

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So I just uninstalled, used the adobe file cleaner and then reinstalled, all workimg again.  

 

Will see how I go.

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New Here ,
Oct 06, 2021 Oct 06, 2021

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I am also having the issue.  I tried checking for updates on both Pro and Reader and it says "no updates available" but it also reads the version is 21.007.20095 so that is apparently not the latest.  I would appreciate a fix when y'all figure this out.  I will email my email Gagan.

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New Here ,
Oct 11, 2021 Oct 11, 2021

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Also having the issue with version version is 21.007.20095. 

 

OS Version windows 10 pro.   10.0.19041 Build 149041

 

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New Here ,
Oct 21, 2021 Oct 21, 2021

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I am having this problem too. It says there are no updates available. What do I do?

 

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New Here ,
Oct 11, 2021 Oct 11, 2021

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same issue with my users. Save As and e-signtures not working. A reboot fixed it. 

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New Here ,
Oct 20, 2021 Oct 20, 2021

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I've experience the same issues, both with 'Save As', and when clicking 'Request Signatures' (via E-Sign). 

 

The 'Save As' Blank White Box was easy to fix.  Just needed to disable the search for online storage when saving.  May be related to our EDR/advanced endpoint security or DNS security filtering services.  Details here: https://community.adobe.com/t5/acrobat-discussions/quot-save-as-quot-pop-up-box-does-not-allow-me-to...

 

We're still stuck with the 'Request Signatures' Blank White Box.  Our Adobe Acrobat DC version is 21.007.20099.  Windows 10 Pro v 21H1, OS Build 19043.1288, Feature Pack 120.2212.3920.0.  We've uninstalled and reinstalled Adobe Acrobat DC.  We've Repaired Adobe Acrobat DC.  Happening on multiple workstations.  

 

Would love to test beta patch if it's available

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