Fill & Sign "retrieving your information"

Report · Feb 14, 2017

I recently installed Adobe Acrobat Pro DC and since then the Fill & Sign feature isn't working correctly. When I click on 'sign' it just says "retrieving your information" indefinitely. It won't allow me to sign or initial. Any ideas?

Report · Feb 28, 2017

Hi,

Sorry for the inconvenience caused to you. In order to reproduce the issue in house, we would want you to provide some more information :

1. Version of your Acrobat Pro DC. Go to Help > About Acrobat DC.

2. Version of your OS.

3. Does this happen with every PDF file? Can you please share some sample file(s) with us.

4. It will be great if you could please share a snapshot/video reproducing the problem.

Regards,

Sandeep

Report · Mar 21, 2017

I have this same problem.
1. DC 2015.023.20070

2. Windows 7 Professional, SP-1

3. yes, every PDF file

4. Here ya go:

Report · Mar 22, 2017

I have the same issue. I've been using DC for about 1.5 years and have only begun seeing this issue in the last couple of days. I can still add text using the fill option but cannot add my signature. Until this week, I've always been able to add a signature and have used this feature regularly until now. Please help.

DC version - 2015.023.20070

OS - Windows 7 Professional

Here's a screen-print.

Report · Mar 22, 2017

Hi,

We were unable to reproduce the issue in house. I request you guys to please share the following information :

1. Does this also happen with other applications like Save As Dialog, Send and Track, Send for Signature etc.?

2. When the signature loading screen is rendered in Fill and Sign, go to Task Manager and check whether a process named "AcroCEF" is running or not? Is it in a hanged state? If yes, right click on the process and create the dump file.

3. Is your machine 32bit or 64 bit? Depending upon this, kindly share the contents of these two locations :

For 64 bit machine go to :

C:\ProgramFiles(x86)\<Reader/Acrobat installation>/WebResources/Resource0
C:\ProgramFiles(x86)\<Reader/Acrobat installation>/AcroCEF

For 32 bit machine go to:

C:\ProgramFiles\<Reader/Acrobat installation>/WebResources/Resource0
C:\ProgramFiles\<Reader/Acrobat installation>/AcroCEF

4. In case the AcroCEF process is crashing then enable the Windows crash reporting WER feature. Steps to enable crash dump creation: Collecting User-Mode Dumps (Windows).

You can share the logs with us via Google Drive or Adobe Send https://cloud.acrobat.com/send .

6. Have you tried rebooting your system once?

7. Do you have any firewall/antivirus settings enabled?

Regards,

Sandeep Grover

Report · Mar 23, 2017

Hi Sandeep,

1. Save As works fine. But "Send & Track" says No Internet Connection.

2. There are three instances of AcroCEF running, none are hung.

3. 32 bit installation. Are these the files you are looking for?

4. it is not crashing

5. (did i miss step 5?)

6. Yes

7. Yes. Symantec endpoint protection (this isn't causing the problem). We also have firewalls. This is likely the problem. If the sign feature needs to visit the internet, please advise which specific domain we should whitelist.

Report · Mar 23, 2017

I was able to use the signature function today. The only thing I can think of that is different from yesterday is the internet connection being used. I'm using a different Wi-Fi internet connection today, compared to yesterday. I'm at my desk today and was off-site yesterday using a different Wi-Fi connection. Could the security and firewall settings of the Wi-Fi connection cause this function to be unavailable?

Report · Mar 23, 2017

Yes, I think that may be the issue. Our IT department is reviewing our firewall logs to see what was blocked... more to follow.

Report · Mar 23, 2017

Hi jimnjean ,

We are trying to reproduce the issue at our end. In order to narrow down, can you please try white listing these two domains :

1. *.adobe.com

2. *.acrobat.com

Please let us know how it goes.

Regards,

Sandeep

Report · Mar 23, 2017

Hi charlesm35998783,

Can you please try white listing these two domains :

1. *.adobe.com

2. *.acrobat.com

Please let us know how it goes.

Regards,

Sandeep

Report · Mar 24, 2017

Hi Sandeep,

We were able to confirm that our firewalls were blocking access to acrobat.com, which is likely causing the issue. But since we do not intend to whitelist the software, we will remediate for now by downgrading to Acrobat XI. Please note somewhere on your issues list that just adding a signature to a document should not require access to the intranet. In the meantime.

Report · Sep 11, 2017

Was this fixed? Please follow up. I have this same issue.

Report · Jan 23, 2018

Fill & Sign should not need to connect to the MotherShip

Report · Feb 11, 2018

Concur with lmasseus

Fill & Sign should function without the need to connect to the MotherShip.

I'm here reading this as at the office it's behind a proxy and firewall, and this is the reason I can't connect to the MotherShip.

Yes, working with them to resolve but why doesn't this function use the same acrobat enabled path instead of what ever method. Can't find it identified in any documentation what's needed for this to function properly.

To clarify, I'm logged into my account, no problem. Just can't Fill & Sign.

Report · Jul 31, 2018

I am having this issue now as well with a user. It is most likely our proxy/firewall configurations happening. If the user is SIGNED IN to Acrobat, Fill & Sign does not load and it sits at "Retrieving your Information". The SECOND the user signs out and goes into "Trial Mode", Fill & Sign works and allows the user to insert their signature. This is an obvious flaw that it is making the software talk to Adobe before allowing a signature to populate... I need assistance with getting this to work while the user is logged in and using Adobe Acrobat as it is intended!

Report · Jul 31, 2018

Hi All,

We use the following end points in Fill & Sign –

cloud.acrobat.com
fillsign.acrobat.com
files.acrobat.com
createpdf.acrobat.com

Can you please make sure that all of these are white listed on your network.

Let me know how it goes.

Regards,Sandeep

Report · Apr 18, 2019

Is there anyway to disable this and have it only use local signatures? Our organization will now allow whitelisting of these sites due to the file sharing capabilities.

Report · Aug 01, 2019

Hopping on this forum - having the same issue

Report · Apr 08, 2020

I have the same issue working on a secure network.

Report · Apr 17, 2020

Hi there

We are sorry for the delay in response. I hope you would be able to fix it by now.

If the issue still persists, would you mind sharing the version of the Adobe Acrobat / Reader DC you are using? Go to Help > About Adobe Acrobat/Reader DC
Make sure you have the latest version 20.006.20042 installed. Go to Help > Check for Updates.

If it still doesn't work , please try to turn off the protected mode for testing. Go to Edit (Windows), Adobe Acrobat/Reader DC (Mac) > Preferences > Enhanced Security > Turn off the protected mode and uncheck the Enhanced Security > Click OK and reboot the application and check.

Note: Please turn on the security after testing.

Let us know how it goes

Regards

Amal