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. · 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

[Amal.]

Sure! We are on standby. Please let us know if you experience any trouble and need more help.

~Amal

[Jeffery32911037q5j1]

I am also having this same issue. Once I click the SIGN button it doesn't do anything. I have removed the software and re-installed the software per instructions from the Adobe techs aboove, but this has not remedied the problem. Please let us know of an immediate solution to this as I cannot sign needed documents until this is resolved! What solutions (outside of the ones already tried that have not worked) are there out there ??

[Amal.]

Hi there

We are sorry to hear that the issue still persists, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[Jeffery32911037q5j1]

I have uploaded the logs from the first link, the second link created ENORMOUS files and I do not want to upload to a cloud to share ... what is the resolution to this problem ?!?! I have to digitally sign plans TODAY in this office and cannot due to your software and none of your "fixes" working.

[Amal.]

Hi @Jeffery32911037q5j1 

Would you mind sharing the name of the log file that you may have uploaded to the log collector portal for identification? Also, please try to sign the PDF file here: https://acrobat.adobe.com/link/tools/?group=group-sign and see if that works for you.

Regards

Amal

[Kai342601618827 · Accepted solution]

I am also facing the above described issue on a CC installation on a Win10 PC.

Due to the CC installation, i cannot use the Acrobate Cleaner based solution.

[Kai342601618827]

Since my statement of an issue was selected as "correct answer" for some reason, let me elaborate, both the issue and the now found solution. The appearance of the "issue" was exactly as presented above (sign button didn't work).

Deeper issue: I had two certificates in my PC, the system certificate (windows login), and one based on a national identity provider. I solved the issue  by a) deleting the national identity provider certificate (via the Windows/Internet options programm), and b) creating a new certificate in Acrobat (described here, among others, under preferences>Signatures>Identities & Trusted Certificates), then c) associating that new certificate with my existing digital signature. In this way, when digitally signing the document, I needed to enter the certificate password before pressing the "sign" button. Then the signature was created.

There may be an unneccessary step here in creating a new local certificate - but it may well be that the password prompt created by the new internal certificate made things more straightforward for the software (that's an untested hypothesis).

[S. S]

Hello Everyone, 

We are live with the next release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

[david_5281]

I still have the issue with 24.003.20112

[S. S]

@david_5281 Sorry for the trouble.

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

-Souvik

[joycej39764520]

I still have the issue as well with the latest version (which I do not like btw).  Everything was so much easier in the old version, this update has been horrible. 

[S. S]

Hi @joycej39764520

Hope you are doing well. Sorry for the trouble.

Would you mind trying the below steps:

For Windows: go to C:\Users\<username>\AppData\Roaming\Adobe\Acrobat\<track>

For Mac: go to /Users/<username>/Library/Application Support/Adobe/Acrobat/<track>

Now,

1. Rename the security folder to Security_test
2. Open Acrobat-> Preferences-> Trust Manager-> Update EUTL and Update AATL
3. Relaunch Acrobat and try signing.

If this doesn't work, please help us with the network logs from your device. You can find the steps here: Capture Adobe Campaign SOAP traffic with Fiddler

Look forward to hearing from you.

-Souvik

[mikecrenshaw]

I know these posts are fairly old, but I did find a fix for this problem that worked for me and didn't involve uninstalling anything.  Unfortunately I don't know exactly what did the trick, but I went to Edit > Preferences > Signatures > Creation & Appearance.  And took the following steps:

1.  Ensured the Default Signing Method was set to Adobe Default Security
2.  Signing Format set to CAdES-Equivalent
3.  Made sure all boxes were unselected.  Unselected "Include signature's revocation status"
4.  I changed "Enable Review of Document Warnings" to "Never"
5.  I changed "Prevent Signing Until Warnings Are Reveiwed" to "Never"
6.  I deselected "Use modern user interface for signing and Digital ID configuration.
7.  I then created a signature under "New" 

After I hit ok, the document immediately allowed me to sign.  I did not need to restart the program or my computer or re-install anything.  It took about 60 seconds to complete.