Digitally Sign using mouse, click and drag

[Taylor37708363bl5o]

Hello, when attempting to sign a PDF document using certificate > Digitally Sign > Using your mouse, click and drag to draw in the area where you would like the signature to appear ...

After drawing the boxing nothing happens. No error or messages. I have attempted to restart my sysytem and made sure I updated Adobe, but still issues continue. Not really sure where to start with lack of information.

[Amal.]

Hi @Taylor37708363bl5o 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

A small video recording of the steps and the issue would be very helpful.

What is the version of the OS and the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20759 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... and see if that helps.

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

[Taylor37708363bl5o]

@Amal. I attached the video via PowerPoint. Should ber able to download it and watch it. 

User I am working with is not able to sign any PDF document that they have open on their system.

Was able to confirm the latest version of Adobe is installed. 

Tried running a repair after signing out and making sure Adobe was closed out.

All the settings and preferences looked good.

[Amal. · Accepted solution]

Hi there

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 direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that works.

If it still doesn't work, 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

[Taylor37708363bl5o]

@Amal. after using the Acrobat cleaner tool, rebooting the system, and doing a fresh installed that seemed to resolve the issue. Appreicate all the help with this!

[Amal.]

Hi there,

We are glad to hear that.

Please Spread the word and help others by marking the correct answer so future users can benefit from your experience.

~Amal