Digital signature problems in Adobe Reader

[antoniog61780365]

Hello,

One of our customer uses internal Digital signatures.

The problem is, that signing a .pdf document via Adobe Reader randomly fails.

The users have to try 10 times, before it works. Sometimes, it works on the first attempt. Also, sometimes no errors, but the signatures are not added to the documents. Sometimes, there are errors, but the documents are signed.

It can work 3 days without problems and then, again this random errors. They have these problems locally and also with document based on shares.

I've tried to disable automatic update of Adobe Reader, but it didn't solve the problem. I've added the signature in the Trusted Identities, it doesn't solve it either.

Have you already seen this behavior?

I've tried to troubleshoot, without success...

Waiting for your tips... Thanks in advance.

Best regards

Tony

[Adorobat]

Hi Tony,

As per the issue description mentioned above, you are facing issue when trying to sign a pdf using digital signatures, is that correct?

Could let us know dot version of Reader and the operating system installed on the machine? You may refer to the steps given in this link on how to check the version in Reader: Identify the product and its version for Acrobat and Reader DC

Also, does this happen with a specific pdf or with all the pdf files?

Let us know if you need any help.

Shivam

[antoniog61780365]

Hi Shivam,

As per the issue description mentioned above, you are facing issue when trying to sign a pdf using digital signatures, is that correct?

- yes, correct

Could let us know dot version of Reader and the operating system installed on the machine?

- Windows 10 x64 Build 17134

- Adobe Acrobat Reader DC / Continuous Release | 2018.011.20063 / Basis Version | 18.2816

Also, does this happen with a specific pdf or with all the pdf files?

- With all pdf files

best regards

Tony

[Adorobat]

Hi Tony,

Thanks for the info. Could you try repairing Reader using "Repair installation" option under Help menu, reboot the machine after repair and check.  If issue still persists,  try removing Reader using cleaner tool found here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs , restart the computer and then reinstall Reader from here - Adobe Acrobat Reader DC Install for all versions

Reboot the machine after installation and check.

-Shivam

[antoniog61780365]

Hi Shivam,

I did the uninstall procedure. Till now, it seems ok.

I check next week and if everyhting's ok, I'll close the discussion.

Thank you for your help...

best regards

Tony

[antoniog61780365]

Hi Shivam,

Unfortunately, here from the customer:

"Today's tests have revealed the following:

Once the signature worked fine
2x came an error message
Once a document was saved without error message but signature is missing on the document

So out of 4 attempts only one was successful."

They still have the problem. Do you have another idea?

best regards

Antonio

[Adorobat]

Hi Antonio,

Could you try installing the latest patch for Reader using "Check for updates" option under "Help" menu and check if that helps?

You may also download updates from here: Adobe - Adobe Reader : For Windows

Reboot the machine after installing update and try again.

If issue still persists, try removing the digital ID, relaunch Reader, add Digital ID again and check.

Let us know if you need any help.

Shivam

[Test Screen Name]

Also please share all error messages exactly.

[defaultvb7d82rqs5bs]

Multiple users here having the exact same issue.  There are no error messages, it just does not sign the document. they have to try multiple times.  We are running Adobe Acrobat Standard (64bit) verfsion 2024.002.20933. There are no updates available when I check. 

[S. S]

Hi @defaultvb7d82rqs5bs,

Hope you are doing well. Sorry for the trouble, and the delayed response.

We released updates that addressed the issue. 

Would you mind letting us know if you experienced the same issue with the latest version (2024.005.20320)?

-Souvik