Digital Signature Not readeable

[Sebastien5F9D]

Hello,

When i try to digitaly signe a PDF document i have a signature not readable.

I have install a new version and suppress the preference folder.

Did someone Know how to repair this.

regards

[Amal.]

Hi there

Thanks for sharing the files, i am able to acces these. Please give us somr time to get them checked. we will share the update soon.

Regards

Amal

[Sebastien5F9D]

hello, have you got time to look at the document?

We have the issue with some other user. I have to unistall Adobe and clean the files (erase all Acrobat file and use clean tool) before reinstall it.

And for some user it's working for few days before having the issue again.

Regards,

[Amal.]

Hi there,

Sorry to keep you waiting, from the shared video we can see the user is trying to apply custom signature appearance, Please try few things below and check the reults:

1. Please try out with default appearance and see if the same case is also with it and share the results.
2. Please try out signing in blank page with rectangle dimensions in 1x2 (HxW) proportion and check the result.
3. Remove the image icon from custom appearance and check the result.
4. If possible share the file from affected machine placed at - %appdata%\Roaming\Adobe\Acrobat\<track> \Security\appearances.acrodata which contains custom appearance format.
5. Also please share the signed file if possible where sign is appearing as jumbled https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[Sebastien5F9D]

Hello,

We try with the default apparence and same results.

We try with the dimension and it's done the same.

we try without image and we have the same results.

I share the file. For the apperances.acrodata you have to delete the .docx extension.

regards,

[Sebastien5F9D]

I can't share the last file Appearances.acrodata (not good extension)

Do you have an email adresse?

[Amal.]

Hi there

I have sent yo uthe private message, please check

Regrds

Amal

[Amal.]

Hi there

Thanks for sharing the file. I have checked and tried to reproduce the issue on my end and its working fine.

It seems to be some problem with the digital signature you are using. Please try to recreate the digital signature and then try to sign the PDFs and check if that works for you.

Regards

Amal

[Sebastien5F9D]

Hello,

We already try to recreate the digital signature and it's the same, we continue to have the issue.

We have delete the profil too and after few days the problem comming back.

regards,

[Amal.]

Hi there

Thanks for sharing your observation. I have shared it with the engineering team, waiting for their findings.

Regards

Amal

[Sebastien5F9D]

Hello,

Have you got any answer from the engineering team?

Regards,

[Amal.]

Hi there

Sorry to keep you waiting, our engineering team is still working on it to find the fix.

We will share the update as soon as we will hear anything from them.

Thanks for your time and patience.

Regards

Amal

[Amal. · Accepted solution]

Hi Sebastien,

Hope you are doing well and sorry to keep you waiting.  We have got some updates from the engineering team as below:

By default MyriadPro-Regular font is used for signing. The issue might arise if the font which is used for signing is present under C:\Windows\Fonts but is a shortcut linking to other software's cache.

So, let's try out a few steps and check the behavior:

1. Please check if the same font is present under C:\Windows\Fonts
2. If present,  Is it a font shortcut?
3. Uninstall the MyriadPro-Regular font from the Windows Fonts directory (C:\Windows\Fonts ) and see the behavior.
4. Install the Adobe provided MyriadPro-Regular font into the Windows Fonts directory and check the behavior.
   
   If it still doesn't work: please try cleaning Local app data cache here  %LOCALAPPDATA%\Adobe\Acrobat\<track> and reboot the computer once and check.
   

Let us know how it goes.

Regards

Amal