In Acrobat DC when I click add signature the whole window turns grey

[andyw50500034]

When I click on Add Signature, the whole screen goes grey. You have to hit esc to get it to go back. 

I've tried uninstalling and reinstalling. 

Acrobat DC version 20.0

Mac OS Mojave Version 10.14.5

[pajkbsf]

Amal, good morning & thanks for getting back.

Firstly, please see attached version - 21.007.20095.60881

So, this happens with all files.

I tested, having reinstalled the software (downloaded version above again from the Adobe website), I opened the welcome message and tried to sign it - no go! Froze in exactly the same fashion - had to use task manger to close end task (everything unresponsive). Interestingly, my signature (image of my signature) doesn't appear any more on my version - despite being signed in. It does, however, appear when I go to the online version. But, this doesn't solve the issue of course, as when I'm using an embedded signature box, I can't do this online. 

Attached some screenshots, showing 1) the lack of signature on my version, 2) the signature on the online version, 3) the error message I get when trying to sign my timesheet with an embedded (protected) signature box online.

Thanks for your help. 

[pajkbsf]

Oh, and by way of update...the conversion to word/excel function (Export) doesn't work either. However, I have just updated the document to the cloud and it works fine there. So it seems the issue with very much to do with this PC.

Thanks again.

[edwardc62980113]

This solved my problem. Much simplier than all the "official" suggestions. Thank you!

[PBRstreet]

This fix worked for me, thank you!

[Daniel Gheorghe]

This fixed it for me, thanks, was trying to digitally sign a document - the entire Acrobat window went dark and the signature/certificate pop-up did not appear. Managed to sign after unchecking the modern interface thing.

[JNP&G]

YES! Thank you for this. So simple for such a PITA for so long.

[LisaMarieAndersen]

I'm having the same problem. thought this was supposed to be an esy program. I need to get this doc out, don't have a scanner. Please help, it's late... tired.... you ge the drift.

[LisaMarieAndersen]

Oh yes and I'm on a MacBook Pro, 2015, Mac OS Big Sur, 11.5.2

Anybody out there? I went to adobe chat or contact us and the link didn't even go anywhere....

[Serene_nature15C3]

Hi there

We are sorry to hear that.  Would you mind sharing the video of  the issue for a better understanding of the steps you are doing to sign the PDF. 

Also, please try to create a new test user profile or enable the root account in Mac and try using the application there and check. you may also  go to Adobe Acrobat (Mac) > Preferences > General > Uncheck 'Show online storage when saving the file' and 'Show online storage when opening the file' > Click ok and reboot the computer and see if that makes any difference.

Regards

Amal

[Ross J.5EDD]

Same issue. Can you please highlight the resolution?

Have checked for updates and repaired the install.

[Serene_nature15C3]

Hi there

Hope you are doing well and sorry to hear that.

Please go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Signatures > Creation and appearance , Click More > Uncheck 'Use modern user interface' > Click OK and reboot the computer and check.

Regards

Amal

[positive_perspective154A · Accepted solution]

I managed to find a solution.

I had exactly the same symptoms.

I tried to uninstall my antivirus and magicallys everything was working again. (popups, add signature, save to cloud...)

In my case I think it was F-SECURE which was blocking something in the background.

Hope this helps.

[Bryan27211585ac31 · Accepted solution]

I resolved this issue for one of my customers...  In short, a particular older .plist file needs to be removed.  The Acrobat installer would error when trying to convert this older file to .plist format.

DESCRIPTION OF ERROR

I found the following errors in the Acrobat installer log:

2023-12-04 17:53:36-06 Summus07 package_script_service[872]: ./postinstall: Error in converting the plist /Library/Preferences/com.adobe.PDFAdminSettings.plist to xml1 format
2023-12-04 17:53:36-06 Summus07 package_script_service[872]: ./postinstall: Could not install PDFAdminSettings

SOLUTION STEPS

1.  Uninstall Acrobat (using the Adobe Creative Cloud app).

2.  Remove the following file: /Library/Preferences/com.adobe.PDFAdminSettings.plist

3.  Installe Acrobat (using the Adobe Creative Cloud app).