Fill and sign still not working using Acrobat DC

[ksmith147]

Fill and sign still not working in Acrobat DC

Send email, but the email does not have a link for the document anywhere.

[Title Edited by Moderator]

[Amal.]

Hi Ksmith,

We are sorry for the trouble. As described Fill and sign not working.

Would you mind sharing more details about the issue for a better understanding:

• Are you getting any error message or code while using Fill and Sign?
• What is the workflow or steps you are doing to fill and sign and to send the document?
• What is the version of the Adobe Acrobat DC installed? To check the version of the application please use the link: https://helpx.adobe.com/acrobat/kb/identify-product-version.html 

A new version of Adobe Acrobat / Reader DC got released recently, version 19.21.20058. Please update the application to the new version. Go to Help > Check for Updates. For more information please use the link:https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

You may also use the steps provided in the help article here (https://helpx.adobe.com/in/acrobat/kb/send-email-attachment.html) to send the PDF directly as an email attachment.

Let us know how it goes

Regards

Amal

[ksmith147]

Hi Amal 

We are using Acrobat Pro DC, and yes the new version 19.21.20058

We are combining 3 separate pdfs to one. We select Fill & Sign, Then Request signature.

We type in admin email, select specify where to sign, click on a spot on the front page, click send. Message comes up sucessfully sent.

Admin receives the email to say to sign, but there is no where on the email that you can click on the document to sign and forward back.

There used to be link, we clicked on it, signed it and sent back.  Then an email would be sent back to me saying it has been sent, with a pdf attached showing the signature, and a fourth page showing the audit trail.

This is not happening now.

It does apparently work, if after you send originally, you send a reminder.  But we shouldnt have to do this, it should work first time. 

Unless of course with the new version, it has changed how you do this, please advise.

[Amal.]

Hi there, 

We are sorry to hear that the issue still persists. 

We tried to reproduce the issue at our end and it's working fine. Please try the following steps and see if that helps:

• Please try to reset the preferences to default as described in the help article here (https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...) and check.

If it still doesn't work, please try to repair installation (For Windows) Go to Help > Repair Installation.

If it still doesn't work, please try the following steps:

• Remove the application using the Acrobat Cleaner Tool - https://labs.adobe.com/downloads/acrobatcleaner.html
• Reboot the computer
• Reinstall the application using the link - https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Let us know how it goes.

Regards

Amal

[LawsonTech]

Hello Amal,

Please note, all the above recommendations have been followed and have failed.

I am the tech assigned to resolving this issue internally for the OP.

Summary

After review of the source code of the email sent using a previous successful fill and sign against the newer version I can confirm that the source code is using atrributes to hide the section relating to the button visibility.

Proof

Example screenshot of a successful email back in oct 2019, note the link "Click here" in the first and missing the button in the second. Eacb email was tested in outlook clients 2010, 2013, 2016.

Screenshot of the bug in the email sent requesting signature that started in Dec 2019

After reviewing the source code from both emails I can confirm that the section of code in the second email clearly hides the button from the recipient using the mso-hide attribute

Testing

Removing the sections set to hide the button allows the user to click on the link and view the document.

Open the email in outlook

Zoom out and righ click the lowest part of the body, select view source

Save the source as a text file

Remove the following 2 lines of code leaving the contents

<!--/*SC*/[if mso]>
  <![endif]/*EC*/--><!--/*SC*/[if !mso]> <!>

Save as file with a .html extension

Open the file with any web browser and the button is clearly visible again.

Conclusion

Sometime last year a change was made by Adobe and the email format was changed which now has the button hidden

The work around is to save the email source code as an html file and remove the tags hiding the link to the file to sign, alternatively viewing the source and copy and pasting the link contained between the two lines of code above that links to the file.

If you require further information such as the source code to the email the user is receiving i would be happy to send it to you via email, PM me your address if you yould like this info.

[horiranjonshil062@gmail.com]

horiranjonshil@gmail.com

[Amal.]

Hey there

Thanks for sharing your observation on this and sharing it over this community will certainly help other users having a similar issue.

Regards

Amal

[ksmith147]

I noticed a change in Adobe Pro and thought the request to fill and sign might be working, but it is not.

Since we found the problem, we are hoping Adobe fixes this for the next update.

[Amal.]

Hi ksmith,

We are sorry to hear that the issue still persists. Please make sure you have the latest version 20.006.20034 installed. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)

Also, have you tried the above suggestion made by LawsonTech. 

Keep us posted with the results.

Regards

Amal