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dakiser1
dakiser1
Participating Frequently
March 9, 2022
Answered

GlobalSign GCC R6 AATL CA additional PIN required for M1 Mac on Monterey?

  • March 9, 2022
  • 4 replies
  • 8254 views

I am getting an additional PIN request for making digital signatures with a usb token on an M1 Mac running the latest version of adobe on MacOS Monterey.  The following display box is the additional request that I only get on MacOS Monterey (windows 10 and MacOS Big Sur do not require this).

 The PIN is not my computer admin password, adobe password, or my token password.  Please advise what this PIN is or how to reset.

    This topic has been closed for replies.
    Correct answer Mihai29781665gk4j

    Hi guys,

     

    After several attempts posted here, I can tell you that the only option that worked is the one with uninstalling and then installing the certificate in Adobe. The steps for this can be seen here:

    https://www.certsign.ro/en/support/error-when-signing-pdfs-with-adobe-acrobat-reader-dc/

     

    The title of the article does not strictly refer to this error, but it definitely solves it.

     

    Greetings,

    4 replies

    M
    Mihai29781665gk4jCorrect answer
    Participant
    May 8, 2023

    Hi guys,

     

    After several attempts posted here, I can tell you that the only option that worked is the one with uninstalling and then installing the certificate in Adobe. The steps for this can be seen here:

    https://www.certsign.ro/en/support/error-when-signing-pdfs-with-adobe-acrobat-reader-dc/

     

    The title of the article does not strictly refer to this error, but it definitely solves it.

     

    Greetings,

      dakiser1
      dakiser1Author
      Participating Frequently
      May 13, 2023

      Thank you Mihai.  Following this process revealed that my certificate was logged out.  I thought I had checked this before, but I overlooked that the macOS update may have logged it out.  I will make sure to always check the certificate is logged in, but it is strange that I don't get routed to this automatically when trying to sign, it would be much simpler to keep up with.

        N
        NETCORE
        Participating Frequently
        June 2, 2022

        the same problem , unchecking the box is not helping anymore (

        Meenakshi Negi
        Community Manager
        Meenakshi NegiCommunity Manager
        Community Manager
        June 2, 2022

        Hi Netcore,

         

        Thank you for reporting this issue.

         

        Could you please confirm if you started experiencing this behavior recently? Was it working fine before, or are you using this workflow for the first time?

        Did you make any changes on Mac recently, after which it started happening? Share the OS version on Mac.

        Please let us know about the troubleshooting steps you have already done.

         

        Thanks,

        Meenakshi

        dakiser1
        dakiser1Author
        Participating Frequently
        June 8, 2022

        it's looks like the Thales software is not functioning correctly with M1 chips,

        the same error with MacOS native smart card pairing ...  


        My OS was updated several days ago and I was not having this problem again until today.  Very strange.  I tried to set back of native OS (by checking box) restarting abobe and that did not resolve the issue.  Putting back to proper setting of unchecked box has also not resolved the problem.

         

        P
        Adobe Employee
        Prashant.
        Adobe Employee
        March 11, 2022

        Hi @dakiser1 ,

         

        Could you please try to follow below steps and let us know if this helps.

        • Go to Acrobat and open Preferences.
        • Select General from category
        • uncheck the checkbox " Enable native OS Mode for Optimal perforance" and click on OK
        • Restart Acrobat and try the same workflow again.

         

        Thanks,

        Prashant.

        dakiser1
        dakiser1Author
        Participating Frequently
        March 11, 2022

        Prashant,

        Thank you very much.  This suggestion of disabling the Native OS Mode for Optimal Performance has resolved the issue.  

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        March 10, 2022

        Hi there

         

        Hope you are doing well and sorry to hear that.

         

        Would you mind sharing the version of the Adobe Acrobat/Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 22.1.20085 installed. Go to Help > Check for updates and reboot the computer once.

         

        Please check for any missing/pending updates for OS and try updating it. You may also try 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

        dakiser1
        dakiser1Author
        Participating Frequently
        March 10, 2022

        Thank you Amal,

        I believe my OS was updated as recently as last week, it is 12.2.1

        I also updated the adobe app earlier this week and it indeed is the version you noted.

        I have rebooted after the updates but still get the additional PIN request.  I have not tried setting up a different user account with admin rights though.  I will try that next and report back that may be the fix as I was advised by GlobalSign tech support that it could be a keychain issue.  I may have not noted before, but I already checked with Apple Support and they advised to contact Adobe directly for further resolution, which I believe means they do not feel it is an issue with MacOS 12.2.1

        dakiser1
        dakiser1Author
        Participating Frequently
        March 10, 2022

        Amal,

        I created a new account with admin permissions.  I then performed the digital signing process and had the same result.  My token is recognized, but I am prompted for the separate PIN and my new user account password does not work.  Please advise next steps.  Thank you

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