Digital Signature - Sign Button Not Working

[Trent5FBE]

When I go to complete my Digital Signature, it wont allow me to Sign.

I have tried Saving the Doument, Checking for Update, Uninstalling and Reinstalling Adobe, Creating a new Digital Signature......

[Amal.]

Hi Trent

Hope you are doing well and sorry for the trouble. As described you are unable to digitally sign the PDF.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

As mentioned you have tried Saving the Document, Checking for Update, Uninstalling and Reinstalling Adobe, Creating a new Digital Signature but still the sign button is not working.

Please try to reset the Acrobat preferences to default as described in the help page https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... and reboot the computer once and check if that helps.

If it still doesn't work, please create a new test user profile or enable the root account in Mac and try using the application there and check.

Regards

Amal

[Trent5FBE]

Hi,

I have reset Acrobat Preferences, but no luck......

What do you mean about test user profile? In Acrobat?

[Esting247991634efu]

I have the same problem on Windows 10: I get to this step, I click on the blue "Sign" button, it seems to react (color slightly changes) but nothing happens afterwards. I tried both ways, in a signature field or by drawing a rectangle.

This is so frustrating, this functionality worked a few weeks ago and I signed a PDF document. Now I need to sign a very important financial document and I'm stuck...

Adobe, please help!

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. As the issue still occurs, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html reboot the computer and reinstall the application using the link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Also try to sign the documents via document cloud https://acrobat.adobe.com/link/home/  and see if that helps.

Regards

Amal

[michaelm25733765]

I have tried all the suggestions.  Clean, uninstall, download zip file, etc.  Install, etc.  Nothing.  I have a critical document that needs a digital signature.  I have used this before.  My Adobe is a stand alone desk version.

[AkanchhaS]

Hi @michaelm25733765 

Sorry to see that you are struggling with the same issue. And we appreciate that you did try a couple of troubleshooting steps to resolve the issue on your own, but it didn't help.

In your case, what exactly happens when you try to apply the digital signature?

It could be an application setup or profile that might be causing trouble. Try the following step:

1- Close and reopen the application

2- For testing, 

Navigate to Acrobat>Edit>Preferences>Security (Enhanced)>disable "Protected View" and "Enhanced Security">OK>close and reopen Acrobat.

Note: these changes are only for testing purposes. Once tested, please change it back to the previous setting. 

3- Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat installer from here:

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Thanks,

Akanchha

[michaelm25733765]

I did all this.  For the third time.  When I finish installing and then launching, it takes me to a different page (appears to be an online type of page).  Not the usual application opening page.  In front of the new page is a "Start your free trial of Adobe Acrobat."  I already own Adobe Acrobat Pro stand-alone version.  I have an account, etc.  When I click the X in the top right corner, because I don't want to either start a free trial of buy, both pages close down.

I then open my stand-alone version.  I then attempt to complete the form.  Same thing happens, which is it does not respond.

BTW, after doing all that you asked of me, rebooting, etc., I filled in a fresh form in case the previous form had any legacy code it in.  Still no response when I click "Sign."

[michaelm25733765]

Also, my Adobe Acrobat Pro X is version 10.1.16

[MALDIVES TRAVEL EXPERTS]

I had the same problem. and have tired all the listed below however i still have not yet able to sign the documents. 

please help! 

[Amal.]

Hi there

What happens when you try to sign the PDF? Do you get any error messages? If yes, please share the screenshot or a small video recording to better understand.

What happens when you try to sign the PDF online via the link https://acrobat.adobe.com/link/home/ ?

~Amal

[KBaileyWright]

I have had the same problem as well.  It is only on one particular device.  It works if I sign on elsewhere, but that does not help me.  Also, if I sign in on another device, the layout is different, as though it has been updated, but no matter how many times I uninstall and reinstall on my main device, I still get the old style with the inability to use the esign facility.  What is happening?

[MALDIVES TRAVEL EXPERTS]

There is no error message. The software seem not respond to the click. or nothing happen after the click. 

right now I have to use my phome to sign documents and then save back to the computer in order to share the Signed file to our team. 

i had attached the video to show you here : https://youtu.be/7aR9EaWi2OA

[Amal.]

Hi there

Thanks for sharing the recording.

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 23.03.20284 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

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 in Win or enable the root account in MAC and try using the application there and check.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Regards
Amal

[MALDIVES TRAVEL EXPERTS]

Hi 

I have the updated version 23.03.20284! and i did try using the Acrobat Cleaner tool and reboot my computer already but still no luck. 

[richardd74523188]

Same problem.  And it's not some weird quirk of previous settings. I'm having this problem on a brand new/clean install on a brand new PC running windows 11. The latest version of acrobat installed through CC.

The sign button doesnt respond or do anything. At first I thought it was the terrible new interface, but even reverting to the old style it still doesnt work. This update is appalling. All I wanted to do is sign some forms for work and I've lost an hour of my life to something that used to take 2 minutes.

Please Adobe - get this fixed. I pay handsomely every month for this.

[Amal. · Accepted solution]

Hi @richardd74523188 

Hope you are doing well and thanks for reaching out.

please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html  , reboot the computer once and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html  and see if that works.

Let us know how it goes.

Regards

Amal

[richardd74523188]

Yep, this worked. Thanks for the solution.

However, I want to stress that this was a clean install on a brand new/virgin machine. Downloaded and installed through the CC interface. Something there is broken and needs looking in to. You cant expect people to go jumping through all of those hoops because someone dropped the ball at your end.

[MALDIVES TRAVEL EXPERTS]

Truely agree!! 

Moreover the link work fine, yet im still faceing the lacking and system forced to shut down several time with this link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html  . 

I got my laptop brand new as well.

[Karel36510822jsml]

I have the same problem. After installing the new paid service Acrobat Pro instead of Acrobat. After clicking the "Sign" button, nothing happens, the button is inactive. I did everything recommended here: uninstall Acrobat Pro, restart, install. unchanged. Next- Uninstall using Acro cleaner https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html. restarted my computer and installed using https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html (Windows 10). Still the same problem. Here is the video. To be sure, the signed file was created by me directly in Acrobat, but the same problem occurs with any unlocked document. In the cloud version - the same problem. In the version for the Chrome browser, the selection of the certificate signing service is completely missing (screen attached).https://acrobat.adobe.com/link/home/ In the iPhone version, the selection of the certificate signing service is completely missing (screen attached). I've already wasted 10 hours of my life trying to fix it and another hour mailing signed hard copies. 

LInk to video: https://vimeo.com/930423893/386aa54937?share=copy

Link to video 

diagnostics ID:

c5e4ac5f-817c-43cd-a840-2750ab1bbe0b

Link to log collector

Log collector link 

[Amal.]

Hi there

Thanks for sharing the logs and the video, I have shared them with the engineering team for review

We will share the update as soon as we get any information.

Thanks for your time and patience.

~Amal

[Amal.]

Hi @Karel36510822jsml 

Can you please try creating a new digital ID using self-signed certificate and share results when using same ?
Steps:
1. Start Signing workflow
2. Configure New Digital ID
3. Create a New Digital ID
4. Save to Windows Certificate Store
5. Use this digital ID for signing.

Also please share the steps you did to configure digital ID you are using for signing ?

~Amal

[Yannick289671455kyj]

Amal, are they paying you for replying the thing thing each time? You don't see that the solution is not working for anybody? 

Each time they release an update there is always something that stop working! 

Hope your team find a real solution , not just repeating the same thing each time. 

[Amal.]

Hi @Yannick289671455kyj 

The issue has already been raised to the engineering team, and they are actively working on it.

The fix will be available in the future updates.

Thanks for understanding.

~Amal

[Jonty Brook]

I am also facing this issue on a fresh new installation of CC on a Windows 11 PC. I'll confirm if the highlighted answer fixes this for me, but wanted to make ditto the above and make Adobe aware there seems to be a problem here!