Can't open digital signed PDF documents

[Noppe Guy]

we can't open already digital singed pdf documents. Files that are not digitally signed do not experience problems.

The problem occurs with adobe reader and adobe acrobat.

the PDF reader opens but when loading the PDF it crashes.

I tried updating the program, windows updates, reparing the progam & reinstalling it.

[Editd by Moderator]

[Amal.]

Hi @Noppe Guy 

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the Acrobat/Raeder you are using? To check the version, go to Help > About Acrobat and make sure you have the recent version 22.3.20281 (Mac) or 22.3.20282 (Win) go to Help > check for updates and reboot the computer.

Is this an issue with a particular PDF file or all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and try again and check.

You may also try to turn off the protected mode for testing (Win Only) go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' and turn off the protected mode and  uncheck Enhanced Security > Click OK and reboot the computer once.
Note: Please turn on the security after testing to avoid any security risk.

Let us know how it goes.

Regards

Amal

[Noppe Guy]

Thank you for the quick reply I'll check it out.

[Noppe Guy]

Dear

I tried this and it doesn’t solve the problem. The singed PDF files are not opening. When I try to open a singed PDF, the GUI is not opening but there are starting processes in the background.

[Amal.]

Hi @Noppe Guy 

We are sorry to hear that .

Please repair the installation from the help menu (Win Only) and reboot the computer.

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 with full admin rights in Win and try using the application there and check.

Also please share the pdf file in question so that we can check it on our end.

Regards

Amal

[philippe33729906y0k1]

Hello,

I alm experiencing the same kind of issues. Our unsigned PDF can open in a browser using Adobe PDF plugin.

However it is not possible to open already signed PDF. The plugin will crash.

The only workaround I found was to disable this plugin and open the PDF with any other software (Adobe reader or other desktop thirrd party software).

Please tell us if a fix is planned.

[Amal.]

Hi @philippe33729906y0k1

Thanks for reaching out. What happens when you try to open the signed PDF via plugin? Do you get any error message? If yes, please share the screenshot of the same for more clarity? Also, try to remove the plugin, reboot the computer and reinstall the plugin and check.

Let us know how it goes.

~Amal

[mel26200]

Hi

I am having the same issue. Cannot open a PDF with a digital signature on it. It crashes. I can open any other PDF. I have ran an update. Didnt fix the issue. Then i uninstalled then reinstalled. Didnt fix the issue. 

How do i fix this? I am using a Macbook 

[Amal.]

Hi there

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.01.20643 installed. Go to Help > Check for updates and reboot the computer once.

Please 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 with full admin rights  or enable the root account in MAC as described here https://support.apple.com/en-in/102367 and try using the application there and check.

~Amal