Failed to sign documents

[joão_3415]

Prezados, boa tarde! Como vocês estão?

Eu uso o Adobe Reader para assinar documentos digitalmente.

Acontece que aleatoriamente, depois de inserir a assinatura, quando salvo o arquivo, ele retorna com a assinatura em branco e então tenho que fazer o processo novamente.

Fiz algumas pesquisas no Google e no GPT sobre isso e a princípio a recomendação foi desabilitar a opção em Preferências -> Documentos -> Salvar como otimização para modo de exibição rápida na web.

Executei o processo, mas sem sucesso.

Os arquivos são salvos em uma pasta de rede. Verifiquei se esse era o problema executando testes diretamente no servidor de arquivos, salvando no disco local, mas o erro ocorre da mesma forma, descartando assim o problema de rede.

A única coisa especial que temos é que o servidor de arquivos tem replicação em tempo real via DFS.

Você tem alguma ideia de qual é o problema?

Obrigado!

[S. S]

Hi @joão_3415,

Hope you are doing well. Sorry for your experience with Acrobat Pro DC!

When you mention digitally signing documents, are you referring to using your saved signature or a digital certificate to sign the document? 

If the ones saved on your cloud, have you tried removing the signature and re-adding them to Acrobat and trying again?

To test, can you create a test pdf file on the desktop location of your PC, then try the same workflow on the file and save it to the desktop?

If it works, it could be a permissions issue on the network drive.

Another test would be to try temporarily disabling DFS and then check with the same workflow.

If neither of these work, I request the following information:

1. The app version of Acrobat you are using (go to Menu-> Help-> About Acrobat Pro);

2. The OS and its version;

3. A screen recording of the entire workflow that you follow for better understanding.

Look forward to hearing from you.

-Souvik

[joão_3415]

Hello S.S.

====
Answering your questions: When you mention translating documents digitally, are you referring to using your saved signature or a digital certificate to update the document?

A: Digital Certificate (A1) installed on the machine.

====
To test, can you create a test PDF file on your PC's desktop, then try the same workflow on the file and save it to the desktop?

A: Tests performed, it occurs in both environments.

====
Another test would be to try temporarily disabling DFS and then check with the same workflow.

A: I haven't done it yet, I'll schedule it for a weekend, to avoid problems with the production environment

====

1. The version of the Acrobat application you are using (go to Menu-> Help-> About Acrobat Pro);

A: Adobe Acrobat Reader Free Version 2024.002.21005 | 64 bits

===

2. The OS and its version;

A: Windows Server 2019 Std (for file server and DFS)
A: Windows 10 PRO workstations

===

3. A screen recording of the entire workflow you follow for better understanding.

A: I don't have one at the moment, but I will make the recording and make it available as soon as possible =).

Thanks for the support.

[S. S]

@joão_3415 Sure!

I will be on standby to get the additional information. This will help me take it up with the dev team for further investigation.

-Souvik

[joão_3415]

Hello! How are you?

Sorry for the delay, I was away due to courses I was taking for my company.

Here is a link to download the video where the problem occurs.

I tried to add it directly to the platform here, but it says I don't have permission to include videos.

Thank you for your attention and support.

https://cloud.sekur.com.br/index.php/s/eQlqrVunkTQzy65

[S. S]

Hi @joão_3415,

Sorry for the experience! 

Have you tried removing the certificates and then adding them back? To do so, please follow the below steps:

Press Windows Key + R Key together, type certmgr.msc, and hit enter. You will get a new window with the list of Certificates installed on your computer. Locate the certificate you want to delete, click on the Action button, and then click Delete.

Once done, add the certificate again by following your workflow for signing documents.

Let me know if this works.

-Souvik

[joão_3415]

Hello! How are you?

Yes, I have already performed this process. This case, by the way, occurs on different machines on the network.

Since the flow of signatures is high during the work process, since it is a notary's office, the error is noticed more frequently than that of a conventional user.

Thank you for your support and attention.

[cid:image001.png@01DAF8A8.F9467770]

[S. S]

@joão_3415 I have forwarded this to the dev team and will get back to you once I hear back.

-Souvik

[Tariq Dar]

Hi @joão_3415, 

While our dev team is on it, could you create a new sample PDF file and place the signature on it? Then, see if that works. 

Let us know how that works at your end.

~Tariq

[joão_3415]

Hello, how are you?

PDF files and signatures are generated every day (the frequency is high because it is a Notary Office). We are currently in the same status as before.

Thank you for your feedback and for following up on the case!