Digital Signature Missing

[TechieMcGee]

I received a ticket for someone whose digital signature in Acrobat vanished. Instead of her normal one, it was just a genric signature of her name rather than her cutom one. Looking in settings, there were no other signatures. Checked and her appearance.acrodata file was gone, not in recycle bin or anything. This is apparently the 5th or so time she has had to reach out to us about this, each time all we can do is create a new signature. She has also told me that she isn't the only one in her department who has had this issue. Has anyone ever seen this before, and if so, is there a way to bring back the missing signatures without recreating them from scratch?

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. As described the digital signature vanishes for one of the user.
We need some more information for a better understanding:

- Has she started experiencing this behavior after the recent update of Adobe Acrobat/Reader DC?

- What is the version of the Adobe Acrobat DC she is using? To check the version go to Help > About Acrobat and make sure she has the latest version 21.07.20091 installed. Go to Help > Check for updates and reboot the computer once.

- What is the version of the OS she is using?

- Would you mind sharing the workflow/steps she is doing that leads her to this issue?

We are here for help, just need more info.

Regards

Amal

[TechieMcGee]

Sorry for the delay, I finally heard back from the client. Here are her responses:

• Version of Windows 10 - Windows 10 Enterprise, Version 20H2
• Version of Acrobat - Acrobat Pro DC 32 bit
• Anything happens prior to signature vanishing - nothing comes to mind
• How often/is it random - completely random over the last 2 years

She did not give me exact versions of Windows and Acrobat despite my instructions, I can get them if necessary but considering it has been going on so long she has upgraded each since it started happening.

Thank you,

McGee

[Amal.]

Hi there

Please ask her to update the application to the latest version 21.07.20095 from the help menu and reboot the computer once.

Also try to repair the installation from the help menu and see if that helps.

If it still doesn't work, please try o create a new test user profile with full admin rights in Windows and try using the application there.

If its company computer with company network please try to check the system settings. 

Thanks

Amal