User is experiencing issues with the “FILL and Sign” feature in Adobe.
At first it was just on user because the others were not in the office to confirm.
Now all users are experiencing the same issue.
Adobe had an update, and now whenever the users try to use the fill and sign feature the users cannot see the .pdf files.
Usually, the user creates the file in Word and saves as a .pdf as she used to.
But when the Explorer window opens for her to find the file it doesn’t show the files, even though in File Explorer it shows the file in the specified location and show that it is saved as a pdf.
We tried saving the .pdf’s in a different location and still nothing.
We have not been able to find any articles online regarding this issue.
Can the users open the file?
No, when the user tries to open the file its doesnt show up for the user to select/target. But when you look in the folder the file is actually in the file is there in in Windows Explorer.
additional....when the user opens the file via file explorer it opens fine in Adobe, but cannot use that file as a signature with fill and sign.
What happens when they try open the file?
Hope you are doing well and sorry for the trouble.
Would you mind sharing 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 22.1.20142 installed. Go to Help > Check for updates and reboot the computer once.
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 and check.
What happens when the users try to open the file for signatures? Do they get any error messages? If yes, please share the screenshot of the same for a better understanding.
We found the solution. We were trying to add a signature to a document, which needs to be in a image format (i.e. TIFF, JPG, etc). When we open the folder that contained the signature, it was not showing all the saved signature files, only a few. Somehow, some of the files have a PDF extenstion but are actually image files, so the other true PDF files did not display as a usable signature file. We exported one of the files to a JPG and was able to apply that a a signature. Problem solved.
In this dialog you can also choose PDF files.