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Hello,
We've been experiencing issues with Acrobat DC where the screen greys out when trying to create or add a signature. I've seen other topics on this issue but none of those fixes have worked. I installed Adobe Creative Cloud and then installed Acrobat. I've made sure that the native OS box is checked as I'm on a Macbook Pro 2021 M1. I've also unchecked use modern interface for signing. Has this issue been resolved or is there plans in the work to resolve this issue?
Thanks
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Hi Mattty V
Hope you are doing well and sorry for the toruble.
Would you mind sharing 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 22.1.20117 (Win), 20112 (Mac) 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 check.
As you have already tried some troubleshooting steps with no luck, please try to reset the Acrobat preferences to default as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...
You may also stry 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.
Regards
Amal
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Hello Amal,
I currently have version 2022.001.20112 (Adobe Acrobat Pro DC). Checking for updates gives me error: 301. So I've uninstalled/reinstalled but still get that error.
The fill and sign issue happens with multiple PDFs.
Thanks
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Hi there
Please try to reset the Acrobat preferences and use the application in the new test user profile as described earlier and see if that works.
Regards
Amal
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Hi Amal,
Issue still remains on new profile as well. Is this an issue for devices with the M1 processor? I used Acrobat online via chrome browser and it works correctly there, which clearly points to this being an app issue. Please advise.
Thanks
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Hi there
We are sorry to hear that. Would you mind sharing a small video recording of the issue you are experiencing? Also, please collect the Adobe CC logs as described here https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share them via the document cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html
Regards
Amal
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Amal,
I attached the video. Also I just learned that the same issue is happening when people are using the redacting feature as well. In regards to the logs they've been uploaded to the log collector portal. The file name is:
AdobeLogs_20220610_104604_446-mac-GS
Please let me know if you need anything else.
Thanks,
Matt Villescas
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Same problem here. I just bought a MacBook Pro, downloaded Acrobat DC and tried to put wet signature. I saved signature sample in preferences but it does not show up when I try to put it on a document. Clicking on + signature makes my screen grey. I wish you did not change anything in older versions and get paid for sitting on your asses doing nothing. Your improvements make users' life horrible. It's like the Idiocracy is already here.
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Hi Matt
Thanks for sharing the details and sorry for the delay in response.
The new version of Adobe Acrobat/Reader DC 22.1.20142 is now available. Please try to update the application to the recent version. Go to Help > Check for updates and reboot the computer once and check if that helps.
Thanks for your time and patience
Regards
Amal
[Edited]
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Hi Amal,
Issue remains after successful update and reboot. Please have your engineering team reach out if they have any questions. Thanks.
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Hi there
Thank you for confirming that.
We have raised this issue with our engineering team. We will share the update as soon as we get any news from them.
Thanks for your time and patience.
Regards
Amal
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Hello,
i have this issue since years iand iwas never able to fix it in any way.
I must use acrobat dc to sign documents even if paying lots of money for a enterprise license.
Please make some pressure on this fault that is really something needing to be fixed.
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Hello Amal,
It's been a while and the issue is still not resolved. Can you please provide an update?
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Hi there
We are sorry to keep you waiting.
Please check if the issue still occurs with the new version 22.1.20169 . Go to Help > Check for updates and reboot the computer once.
If the issue still occurs, we would need the fresh logs from the affected machine, please collect the Adobe CC logs as described here https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share them via the document cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html
Regards
Amal
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Amal,
We have done this before and now we seem to be going through a loop with you guys. I have provided logs, your team was supposed to investigate and you were supposed to let me know the findings of that investigation.Yet the issue is still present. How can you treat paying customers this way? This has been an issue for months now.
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Hi there
We are sorry to keep you waiting.
Please try few steps and see if that fixes the issue for you:
1. Go to Adobe Acrobat > Preferences > Signature > Creation and Appearance and Uncheck 'Use modern user interface' and click OK and reboot the computer once.
2. Please try updating the application to new version 22.1.20169 as described above.
Please share your observation.
Regards
Amal
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Hello Amal
sorry but this no solution is around since years and never fixed this problem.
Anyway tried again both updating and unchecking Use modern interface.
No way.
Paolo
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Hi Paolo,
Thanks for trying out the suggestions.
We need some more information, as required by our engineering team :
Regards
Amal