Error when attempting to digitally sign pdf

[monica_2019]

I'm getting an error message when attempting to digitally sign a pdf document. The errors I am getting are "Could not find startxref address" and "Unknown error support information: CGetSigningParams-403." I did some troubleshooting to no avail.  I have updated Adobe and attempted to change the digital signature preference settings by unchecking "Use modern user interface for signing and Digital ID configuration".  I've restarted my computer and cussed at it and it still doesn't work. I appreciate any help I can get. 

Side note - I will not be able to share the document as it contains client information and would be a HIPAA violation. 

[S. S]

Hi @monica_2019,

Hope you are doing well. Sorry for the experience!

The message "Could not find startxref address" indicates that the PDF file you are trying to open or access is corrupted. The "startxref" is a critical part of a PDF file, pointing to the beginning of the cross-reference table that is vital to the structure and content of the document.

The viewed document does not offer specific guidance on handling this error. However, you could try Verifying the file integrity: Ensure the file was not downloaded incompletely or damaged. Re-download the file if possible.

To test, could you try using a different test file to sign and let us know if that works?

If neither of this works, please help us gather the logs from your machine: https://adobe.ly/4gtPfld. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

Along with these, fiddler logs to check if there is any issue with the servers trying to connect would be great too. Steps on how to collect those shared here: 

https://adobe.ly/4ebrEUe.

Please make sure that the app is updated to the latest version (2024.003.20054).

Look forward to hearing from you.

-Souvik