Fill & Sign - Add Signature freezes Acrobat on black screen

[iteese]

I've just bought and installed Acrobat but when I try to Add my signature using the Fill & Sign > Sign Yourself > Add Signature option, Acrobat screen just goes black (see attached) and I can't click on anything.

Initially I thought I had to end the task using Task Manager. After many more attempts with other documents, after checking for updates, after a restart, after running a repair, I discovered that Esc works to get me back to the document. But I still can't use this option to add my signature.

I get the same result if I select Fill & Sign > Sign Yourself  >  Add Initials.

Brand new install Acrobat Pro DC, v2021.007.20099 64bit.

[Amal.]

Hi Iteese

Hope you are doing well and sorry to hear that. As described, Fill & Sign - Add Signature freezes Acrobat on black screen.

Please go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Signatures > Creation and Appearance > Click More and uncheck 'Use modern user interface' > Click OK and reboot the computer once.

Let us know if you experience any trouble and need more help.

Regards

Amal

[iteese]

Hi Amal,

That does not fix the problem.

I have also tried a repair, I have signed out and signed back in. Also does not fix the problem.

I note other's have had the same issue. This clearly needs to be fixed by Adobe.

[MichaelCapezio]

Also experiencing this...

Exactly as described by OP; the Adobe Acrobat (Pro DC, v2021.007.20099, 32bit version though) window just goes a shade of dark grey when I try to add initials or signature.

Tryied esign and it does th same thing but with a white box in the middle (attached a screenshot using a new blank document).

Tried a repair... No luck.

Tried turning of modern interface setting... No luck either.
Found other threads with this problem too.... This is clearly broken and Adobe clearly don't know what the actual cause is if the modern interface suggestion doesn't fix it.

[iteese · Accepted solution]

I managed to fix this by uninstalling Acrobat and reinstalling Acrobat. PITA!

[iteese]

Whilst this fixed the problem. It is clear that there are problems with Acrobat installing correctly in the first instance and that a repair doesn't evenb fix it!

Adobe should be looking at this.

[mad_dawg]

it is still an issue

[mad_dawg]

but uninstalling and re-installing does fix it, at least temporarily

[Ian232948347hvq]

Hey Guys. I am / was having the same problem on a win7 box. When presented with the greyed screen, I middle / center clicked with the mouse and rolled the wheel. The input box appeared and I could carry on as normal. This has worked 3 out of 3 times now. Not saying it is a solution, but a work around for me.

[Kaveh259032267tyh]

Aug 31 2022 - this problem still exists on the latest installation - none of the solutions discussed on this page fix the problem - how can a problem report ticket be created to have real human assistance?

[Donna Marie26240129ztru]

I had the ability to fill and sign however I had an issue with edit option so i uninstalled and reinstalled the application. All working now however i can now not Fill and Sign as a result. I have also run application as admin, changed versions to version 8 and still unable to fix.

[Kaveh259032267tyh]

September 22, 2022 - Does anyone know how to create a problem report ticket with Adobe to get an actual human engaged to solve the Fill&Sign and create signature bug on latest Acrobat Pro ? The version I am running is 

Architecture: x86_64

Build: 21.5.20048.436468

AGM: 4.30.107

CoolType: 5.14.5

JP2K: 1.2.3.48698

[Amal.]

Hi @Kaveh259032267tyh 

Hope you are doing well and sorry to keep you waiting.

Have you tried to uncheck the 'Modern user interface' as described earlier?
Please go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Signatures > Creation and Appearance > Click More and uncheck 'Use modern user interface' > Click OK and reboot the computer once and check.

What happens when you try to fill and sign the PDF? Do you get any error messages? If yes, share the screenshot of the same for a better understanding.

Also check if its an issue with a particular PDF file or with all the PDFs. If the file is stored on a shared network, please download it to your computer locally and then try again.

Regards

Amal

[26318969l3gn]

Having the same problem, clicking on add signature and fill and sign opens a grey screen with nothing on it. The exact same thing happens when I try to complete a redaction; and check for updates throws up a 301 error message. Clicking 'Save as' opens a blank white window. Hardly any of the features work properly.

I have unchecked the 'Modern user interface' and rebooted, and have uninstalled and installed three times now and the same issues persist. I have tried logging out and logging back in, nothing that has been suggested has made any difference.

It happens with every pdf, either on a network or saved to my machine.

I am on macOS Montery 12.6,  acrobat pro dc version 2021.005.20048. 

Also, if I log into a windows machine it all works fine, so it is an issue with the mocOS installation for me.

[Kaveh259032267tyh]

Hello Amal,

Thanks for writing. Seems like you are the only person who works at Adobe and cares to respond so much appreciated and please hang in there!

In asnwer to your questions, YES all the suggestions including unchecking the box 'Use modern user interface' and rebooting were followed multiple times and the problem persists.

The problem is across all PDF files whether on the local disk or network.

Attaching the screen shots so you can see. There is no error message. The grey box appears when you push the button "Sign Yourself" and the dialog box comes up to Add Signature and as soon as you push the Add Signature the whole screen is greyed out. To get out of the greyed out screen you have to hit ESC and it will disappear.

(image file removed)

[Amal.]

Hi @Kaveh259032267tyh 

We are sorry to hear that. As I can see in the screenshots shared by you, the PDF file is secured/password protected,

Please try with a different PDF file, Also check the document restriction summary and see if signing is allowed or not. Open the PDF > File > Properties, Under the Security tab, check the document restriction summary.

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

Regards

Amal

[Precious251864164ozb]

Any resolution to this issue? I've had this issue for the past few months with my DC Pro. I've done all the suggested unchecking and reinstalling and the issue remains. tried it on multiple simple word doc saved as pdf, to downloaded pdf and I am not able to add signature at all, just gray box and have to hit esc to get back to the page. Please advise. 

[iteese]

If only Adobe would acknowledge this is a problem.

Uou could try the AcroCleaner tool then re-install. The AcroCleaner tool might ensure the registry entries or temp files that are possibly the cause of this are fully removed too.

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

[Amal.]

Hi @Precious251864164ozb 

Sorry for the delayed response.

++ Adding to the discussion

You may also try to create a new test user profile with full admin rights or enable the root account in MAC and try using the application there and check.

Regards

Amal

[Graeme29280590tsqb]

I just upgraded to macOS Ventura 13.3 and am having the same problems exactly as described above with 'sign yourself' and 'add signature' yielding a gray screen that crashes Acrobat and requires force quit.  It has been five months since the last comment on this thread and yet I do not see a clear solution being posted.  Is there yet a solution?

[Amal.]

Hi @Graeme29280590tsqb 

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 22.1.20169 installed. Go to Help > Check for updates and reboot the computer once.

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

[site-bastion-llc]

This is still broken - uninstalled, removed ALL acrobat preferences from library folder, application frameworks etc, unchecked use modern acrobat, everything suggested here and I still cannot sign forms... very frustrating.

When in "Fill & Sign" I click the signature box, then from the menu bar I select "Add Signature". I then get a darkened screen and the only option is to escape from the dialog leaving the signature unfilled.
This is on a form I created on an existing PDF.

Details Mac M3 Pro laptop, Sonoma 14.6.1, Acrobat 2024.002.21005, Admin user - all ownership rights.

[S. S]

Hi @SiteBastion,

Hope you are doing well. Sorry for the trouble.

We were aware of the issue, and a fix was released in the upcoming updates.

Would you mind trying out the latest version (2024.005.20320) and letting us know if it works for you?

-Souvik

[Marvelous_focus3924]

I have been having this same issue for some time.  The latest version (now 2024.005.20320) did not correct it.Very frustrating, indeed.

[Meenakshi Negi]

Hi Marvelous_focus3924,

Sorry about the delay in response.

The version you mentioned was an old version. If you are still experiencing the issue, ensure you have updated the application to the latest available version. In Acrobat, go to Menu > Help > Check for updates. You may also refer to the information on the latest updates in the following help document: https://adobe.ly/3TXSZRL. 

Feel free to let us know if you need help or have any questions.

Thanks,

Meenakshi