Fill & Sign, Blank Screen after Adding Signature

[CBDaniels]

I am unable to complete the Add Signature process in Acrobat Pro DC. The issue starts after I click the Sign Document button and choose to Sign Myself. I am able to add my signature, but when I go to click Next, I got a blank pop up box with no options to do anything.

Once again, broken product.  I've tried the different "solutions" for this. Nothing works. Yes, all updates are done. 

Is there an actual solution or fix to this issue, not a workaround?

Thank you

[Amal.]

Hi there

Hope you are doing well and sorry to hear that. As described, you are unable to sign the PDF file and getting the blank pop up. 

You may try the steps below and see if that works for you:

1. Go to Edit (Win), Adobe Acrobat (Mac) > Preferences > General > Uncheck 'show online storage when saving file' and 'Show online storage when opening file' > Click OK and reboot the application.

2. 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 application.

Regards

Amal

[CBDaniels]

@Amal., 

Thank you for the response... 

Again, I'll point out I have tried ALL the fixes from the Internet, including this Community.

This is a bigger issue with the program. Workarounds SHOULD NOT BE THE ANSWER.

Is there an actual fix to this issue? 

Thank you

[Amal.]

Hi there

We are sorry to hear that, Woul dyou mind sharing a small video recording of the issue for a better understanding? Is it a white blank Pop up or greyout/black screen?

Regards

Amal

[CBDaniels]

See attached images.

While going through the recording process, I found many other aspects of the program that do not work. I cannot redact things. I cannot remove my signature. I cannot create a new signature. I cannot request for signatures. I cannot record as the grey box doesn't appear in the recording; hence the images:

Step 1:

Step 2:

Step 3:

That's where it something is happening, but I can't see it.

Everything attempted results in some pop up box that is blank where my only option is to ESC out.

For reference, I could not do this 2 weeks ago. I uninstalled completely and reinstalled the program from Creative Cloud. That iniitally fixed the issue. Now it is again broken. It's a never-ending loop and it's happening to more than one employee.

-Clay

[Amal.]

Hi Clay

Thanks for sharing the information and sorry to hear that.

Please try to 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 link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that works for you.

Regards

Amal

[CBDaniels]

@Amal.,

This workaround worked... for now.

Two weeks ago, I used the Acrobat Cleaner tool to remove Acrobat (per Adobe Community instructions). I reinstalled via my subscription to Creative Cloud (again, per Adobe Community  instructions). Two weeks later, here we are. 

This time, the workaround was to install a different version of DC or install it a different way (not via CC). I'm able to perform all the functions (sign, add signature and initials, redact, etc.).

We'll see what happens when I return to work in January, hopefully the program is still functioning properly.

It would be nice for the program that is installed from CC to work properly. My guess is, if this does in fact do the trick, I'll need to walk around to all users and manually uninstall/reinstall the program.

Thank you for your help! I'll report back in a couple weeks!

-Clay

[CBDaniels]

@Amal. 

Returning to this issue... as suspected, the product fails yet again and doesn't allow me to Sign, Redact, Save, etc.

Any other fixes for this broken product?

Thanks,

-Clay

[Amal.]

Hi Clay,

Hope you are doing fine and we sorry to hear that the issue still exists.

Are you using a work computer or network? If yes, please try to get in touch with the IT at your end.

Please try to collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Adobe Procmon logs for Windows OS https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share the logs file with us via document cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal