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Blank "request signature" in Adobe Sign | Acrobat Pro DC

Forum|Forum|4 years ago
September 19, 2021
9 replies
18189 views

Hi,

Can anyone guide, when I click on "Request Signatures" option to enter email ID in the Adobe Sign | Acrobat Pro DC product. The pop-up to enter email ID of signers appears blank. What could be the issue?

Thanks.

General troubleshooting

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Correct answer Sunil_Soni

Hello Sunil,

The issue paused for a moment yesterday after running a Windows build upgrade but resumed again this morning. The AcroCEF process was running multiple instances when the box was blank. Stopping the AcroCEF processes with a batch file with the blank window open makes it come alive. I'll get in contact when I can reproduce the error.

Thanks

Hi @SM-Michael

We have released a hot fix today for all the identified AcroCEF issues till now, Kindly "check for updates" from "Help" menu.

Please share if it resolves your problem. If not, we can have live debugging session to identify issue in your environment.

-Regards

Sunil Soni

christopherc98282517

Participant

I am having this same issue. Running the latest version available as of 1/10/2022.

N

nicholasc7862793

Participant

I was able to get it to work by repairing the installation and running Acrobat as an administrator. I'm not sure if it's a perfect fix, but it worked when I tried it.

M

MJDEFAULT

Participating Frequently

@nicholasc7862793 wait 24 hours and see if it still works. We tried fixes like this which roughly lasted 24 hours before reverting back.

N

nicholasc7862793

Participant

I am writing this on January 4, 2022 and I am still having this same issue. I first noticed the issue sometime in the summer of 2021. I repaired it before by uninstalling/reinstalling the program, but I don't want to have to do that every time I need to request signatures on a document.

I believe the best way to fix this persistent issue is to shop for a new service. I pay far too much to Adobe to accept such long-standing issues with important product features.

A

aaomsa23763443

Participating Frequently

I work in a smaller company (65 users) I've had this issue ongoing since September of 2021. Adobe keeps telling us to check for updates. Well, with each update they've had since, the problems has not been resolved. BUT we did find a decent resolution that works for us. After confirming that you are on the latest version, close Adobe Acrobat. Once its closed launch the Task Manager and make sure you are viewing more details. Look for AcroCEF in the processes. There will probably be five or six of them running. End all of those tasks. Then re-launch Adobe Acrobat. Then attempt to Request Signature again. The blank screen should no longer appear and the correct box for requesting signatures should come up. This also works if you recieve a blank screen when attempting to Password Protect a PDF. It's not the best solution but it's easy enough and much better then running repair or re-imaging the whole machine. I've still had the blank screen issue come back for users I've done this for, but not often. You can do these steps with the user logged in and it only takes a couple minutes. I hope this helps anyone reading these forums, I've been lurking here for months waiting for a permanent resoution.

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Udo2244852419v9

Participant

Thanks for the hint.

Unfortunately, that doesn't work on my WIN 10 machine.

I'm running Acrobat Standard 2020 (No Pro, no DC):

a. on WIN 8 in runs perfectly

b. on WIN 10 I'm getting the blank screen. There is no process AcroCEF but anotherone called AcroTray.
Deleting this process won't change anything. Same behaviour as before.

D

dianas23491067

Participant

I am having the same issue. I checked for updates but there are none.

D

defaultlum890yuz2os

Participant

Hello, i am running with the same issue with version 21.007.20099

if i log out of the computer and log in, it will work for a while, but eventally it will shappened again. lookiong for an update from the application said i'm up to date.

please advise.

Regards,

David.

Sunil_Soni

Adobe Employee

Thanks @MJDEFAULT for your time for live debugging session which helped fixing blank issue on your setup.

@Urooj_ @defaultlum890yuz2os @defaultimc7kqhjryg8

Please close Acrobat(or Reader) and kill all the instances of AcroCEF(or RdrCEF) instances from task manager.
Launch application again and update it via "Help->Check for updates" option
Now relaunch the application and procceed with your workflow.

Kindly write directly to susoni@adobe.com if blank screen issue is still persist on your system.

A

Anton Z

Participant

Having the same issue on a Windows 10 laptop.

With latest version of Acrobat Reader DC and latest version of Windows with all the updates installed.

When I use the "show online sources" with the open file and save file dialogs it displays a completely white dialog when I click "Save" or "Save as".

When I try to sign a document (digital signature) it just dims the Acrobat Reader window and doesn't show any dialog at all. See attached screenshots.

Restarts doesn't help at all 😞

M

MJDEFAULT

Participating Frequently

Redownload the graphics drivers from Windows seems to fix the issue.

M

MJDEFAULT

Participating Frequently

Worked until it was shutdown then stopped working again.

This is now happening with more and more staff.

M

MJDEFAULT

Participating Frequently

Still having this issue. Have been on the phone with Adobe, been transfered to multiple departmenst and still no luck. Anyone been able to fix the issue?

Windows machine having this issue since at least last Monday (4th October), issue prior, during and after windows latest update. Request signature button leads to a blank white screen. This also happens when combining two documents and trying to save it (blank white box on screen).

Works after multiple shutdowns but the error comes back after a few hours.

administratorm58058296

Participant

I have a client with Acrobat DC 21.007.20095 that is getting the blank screen when signing a document. Thought it may have been related to the blank screen on Open and Save but found solution at. https://helpx.adobe.com/in/acrobat/kb/blank-save-as-dialog-mac.html

Paying an extortion price for a product does not make it exempt from bugs or poor support, this issue was reporeted back in 2017, patched it up for a bit now it's happening again.

Sunil_Soni

Adobe Employee

Hi,

Sorry for the inconvenience caused.

I have provided patch to fix the issue in your Inbox, kindly check and revert.

-Regards

Sunil Soni

U

Urooj_Author

Inspiring

Please provide the same patch file to me too.

SM-Michael

Participant

Having this issue also, I've found that a new/different user profile on the same computer (without even restarting) works fine. Still not a solution but possibly some useful information.

Sunil_Soni

Adobe Employee

Hello Everyone,

Sorry for the inconvinience caused.

AcroCEF is basicaly responsible of multiple actions and screens in Acrobat. We are experiencing some glitch with AcroCEF in current release and there could be differennt issues internally which causes screen to be blank.

We are working towards some known AcroCEF issues, It would be great if we can have a live debugging session to unblock you ASAP.

Meanwhile please share following info:

Check task manager, Are AcroCEF processes running ?
Share content of AcroCEF, acrocef_1 or acrocef_2 and WebResources folder avaiable at Acrobat installtion directory.

Please write back to susoni@adobe.com directlty for quick turnaround.

Thanks & Regards

Acrobat team

SM-Michael

Participant

Hello Sunil,

The issue paused for a moment yesterday after running a Windows build upgrade but resumed again this morning. The AcroCEF process was running multiple instances when the box was blank. Stopping the AcroCEF processes with a batch file with the blank window open makes it come alive. I'll get in contact when I can reproduce the error.

Thanks