Missing Adobe Sign tool

[Zaid Al Hilali]

For many years I have been using Adobe Creative Cloud on two machines, the main machine is a new Macbook Pro, while the secondary machine is a little old iMac. 

Acrobat Pro DC runs without any issues on both machines, and Acrobat is the latest version on both machines. In Acrobat Preferences I set the Language on both machines as English and Adobe Online Services settings are Synced on both too.

On my Macbook pro, I can see Adobe Sign tool as shown here

While I cannot see the Adobe Sign in Acrobat on my iMac as shown here

So far I tried Sign-Out, Uninstall / Reinstall, run Acrobat Cleaner tool to remove Acrobat then reinstall again. None of the above solved the issue, I'm still missing Adobe Sign tool in Acrobat Pro DC on my iMac.

Note. on the iMac I'm able to use Adobe Sign by running Fill & Sign then choose "Get others to sign". I'm also able to Sign through the browser at my account of Document Cloud.

Why is this tool missing?

[ls_rbls]

Hi,

Here are some ideas that I can think of:

• Have you try using HELP, then select "Repair Installation? or should I ask , is the software even allowing you to run the repair setup portion of the setup program?
• Have you used Time Machine  to restore an application to an earlier state in your mac devices?
• Have you consulted the Adobe Acrobat release notes https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html  and manually re-apply the latest planned update instead of havinf the CC Desktop app to control what needs to be updated?
• See this guidance on workspace basics and see if re-reating or restoring preferences do the trick: https://helpx.adobe.com/acrobat/using/workspace-basics.html#restore_re_create_preferences

However, I may anticipate that this is a design behavior where the Fill & Sign tool interfaces with the Adobe Sign E-sign service.

I have Windows 10 and just like in your screenshots in your macOS,  Adobe Sign doesn't show as a separate tool, it is always accessed when you add the Fill & Sign tool to your workflow before sending a document out for signatures. It works perfectly fine when Fill & Sign is invoked. If this is your case I wouldn't worry.

It is different in mobile devices though, like in my case with Android (and the same would be true with iOS powered devices) the Adobe Sign is downloaded as a separate app that integrates with the Reader mobile app as a premium feature that is unlocked when you sign-in with the AdobeID that belongs to your paid subscription (but I may be wrong).

[Zaid Al Hilali]

Thank you so much for the comprehensive suggestions.

On the Mac, we don't have the option of Repair installation I'm afraid. I deleted preferences as suggested in the help topic even though I used Acrobat Cleaner Tool from Adobe which deletes preferences as it removes Acrobat and its components.

Regarding Fill & Sign on the Mac, I agree with you, although I'm able to perform Adobe Sign fully through Fill & Sign, yet it is strange that my account shows Adobe Sign on one machine and not on the other.

[ls_rbls]

You're very welcome. 

That behavior is interesting though. Even more curious that in both of your computer devices Acrobat is fully updated to same updates.

[Zaid Al Hilali]

Moreover, a client of ours, with as many Acrobat Pro DC on Windows has reported three new Acrobat users are missing Adobe Sign tool!

[ls_rbls]

Ok, check this out.

According to the Enterprise Toolkit this a non-customizable Tools Center shortcut. It is not a lockable Plist or Registry preference because it is pre-configured in the Adobe Acrobat AcroApp Script (.aapp) files. 

If you compare this link with the one below it shows a screenshot without Adobe Sign shortcut

• https://helpx.adobe.com/acrobat/using/workspace-basics.html#tools_center

Compare the link above with this other link:

• https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/tools.html.

The example screenshots demonstrates that Adobe Sign shortcut used to exist in an prior version update at the time that the enterprise toolkit guidance was produced.

If the shortcut to Adobe Sign used to be visible and accessible before in the Tools Center, and then is not visible anymore, it is because no matter the user preference in a Windows registry or a Plist, it will be overridden with every new update. 

See the Tool Customization section in the first link below:

•  It is explained here in full detail: https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/tools.html

• https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/tools.html#non-customizable-registry-setti...

This guidance applies to MS Windows but is the same for macOS. So, it is actually possible to customize this setting at installation time but only by use of  the Adobe Acrobat Customization Wizard.

For macOS see Administration Guide here:

• https://www.adobe.com/devnetdocs/acrobatetk/tools/AdminGuide_Mac/predeployment_configuration.html#fe...

[Zaid Al Hilali]

Very interesting to know that Tools are customizable.

Both my self and our customer had downloaded Acrobat straight from here, we didn't use Adobe Wizard for Enterprise or any assistive tool.

[ls_rbls]

That is interesting and I think there's a near-miss seurity issue here.

This link https://creativecloud.adobe.com/apps/download/acrobat  also downloads it without the Promo ID information appended at the end of the link.

Let's say that If you're already logged in to the creativecloud service in your browser,  it goes straight  to that link in your browser  but the download hapens while you're signed in to the Creative Cloud.

So I'm concerned whoever that promo ID belongs to and how the download transaction resgisters wherever that Setup.exe resides in.

On the other hand, if you sign out from the creative cloud and check the link above that I posted, it stills download this Setup.exe file without the need to be logged in to the creative cloud.

I am only raising awareness because most of the guidance that Adobe staff and Adobe Helpx always suggest is found below:

• This guidance allows to download for Enterprise VIP
  https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

• The main Creative Cload landing page to download is here:
  https://helpx.adobe.com/download-install/kb/acrobat-downloads.html

• And according to this guidance https://helpx.adobe.com/download-install/kb/download-install-acrobat-subscription.html and  also here https://helpx.adobe.com/acrobat/how-to/download-acrobat-pro-dc.html at the very beginning , the first step clearly says to sign in then click on the icon or links of the app that the user wants to download.

• Moreover, if we look at at the screenshots you can partially see this link
  https://creativecloud.adobe.com/apps/download/acrobat

So, here's my three observations:

1. If the download works without Signing In to the Creative Cloud, then the guidance need to be modified, to reflect that this step is not necessary.
2. But because Adobe has been very restrictive of not making this setup.exe file so accessible I am confused now.
3. Even though this setup file will force the user to login to the creative cloud when it executes, my whole point is that there are ways to extract setup file to only gain access to the .msi files (like the ones you can customize via Adobe Customization Wizard) .

[Zaid Al Hilali]

I contacted Adobe Sign team for clarification and received back the following response…

"Adobe Sign has been moved and is now part of Fill&Sign in Acrobat.

It no longer has its own icon."

This is a relief, however, it doesn't answer why for some users/machines we can see Adobe Sign tool independently?

[ls_rbls]

and you mentioned that those machines are updated to its latest version too, correct?

From what I read, when the Acrobat updates the .aapp files are also updated. So it is supposed to reflect that switch from Adobe Sign to only fill and sign icon.

It seems like it is still a customizable option.

[ls_rbls]

If you refer to the Enterprise tool kit, there is a section that streesses that this is not an customizable item. These settings are locked in the .aapp files that are stored in the AcroApp folder.

Every tool has an application ID (aID). In the Plist or registry it is identified Enterprise Toolkit | Macintosh Plist Reference under "AcroApps (Tools Customization (DC)"   if you decide to use the Adobe Cutomization Wizard you'll need the aID .

See slide below this link:

https://www.adobe.com/devnet-docs/acrobatetk/tools/PrefRef/Macintosh/index.html

In MS Windows, for example, you find all the  tools' .aapp files here: 

C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\AcroApp\ENU

Be advised that you need to have Administrator rights to the file explorer because every level of this directory path is hidden and it requires elevation as you move closer to that folder.

The AcroApp that belongs to Adobe Sign is or may be found in that folder (in MS Windows) under "InAppSign.aapp" . You may want to look the equivalent for macOS.

 All of these .aapp files are XML files files that you can viewed with a file or text editor.

I am going to use this file as an example, because I am not positive that this the Adobe Sign ID for that shortcut. But in my case this is how it looks when it is opened with Notepad:

Now, let's just say that this is indeed the .aapp file for Adobe Sign shortcut, you will NOT be able to edit it with a file editor nor a text editor. You may view the XML content, but it is locked.

You're only able to edit these customizations  via Adobe Customization Wizard during initial installation of Acrobat. And like I posted before, and now that you confirmed with Adobe, this switch to Fill & Sign basically implies that with every update you'll be challenged to change this again and again everytime you want to have the shortcut visible in the Home View.

This option to manually edit registry preferences or Plists  may become deprecated. 

But if you're curious like me,  is a lot of fun to try and learn something new.

[ls_rbls]

Hey Zaid,

I just cam accross this interesting old discussion: https://community.adobe.com/t5/acrobat/fill-and-sign-missing/td-p/7530579?page=1

I don't think it has anything to do with the Adobe Sign tool  because it clearly says Fill & Sign. However one of the solutions in the thread poses a different twist.

[Zaid Al Hilali]

Hi there.

I know about the language issue, I experienced it back in 2015, setting the Language to Arabic for instance in Acrobat DC will make cloud service to disappear. That's why I wrote in my original post up here that I had Language set to English. I wish the solution would be as simple as changing the language only.

[ls_rbls · Accepted solution]

+++Follow up

Hey Zaid,

Just wanted to acknowledge that applying the last optional update for May 2020 brings back the icon tab for Adobe Sign and is featured again!

See screenshot:

[Zaid Al Hilali]

"applying the last optional update for May 2020 brings back the icon tab for Adobe Sign and is featured again!"

Thanks once again for the follow-up.

Indeed : ) the latest update (… 20063) brought back Adobe Sign on all machines. Thank you Adobe for solving this puzzle for us.

[Elsie M]

I am on version 2021.005.20066 and the function is gone again. Not sure whehter this will help, here is what I found:

I have found when you click on "Sign" button at the top bar, maybe called "e-sign", then press on "Prepare agreement"

And then you can add signature field here:

Which pretty much done the same thing with "Adobe Sign" - what a lame they removed that function.. 🙂

[Stephan23576869fm04]

I'm facing the missing "Adobe Sign" problem new since about March 2022. First it was there on my desktop version of Adobe Acrobat Pro DC, now it is simply gone. Found also your work around, but the marvellous designed workflow is not available anymore (specifiy where to sign, give email address, automatically send out and replies tracked automatically, final signe dversion from all parties delivered to my inbox). Now I have to tell my boss we can't use Adobe Sign anymore? Why is Adobe doing this??! 

And I don't know why this problem is mmarked as "solved" (gelöst) it is far from solved in any thinkable way. 

[Zaid Al Hilali]

Hi Stephan,

Adobe removed Adobe Sign from Acrobat for Enterprise License holders. I'm not sure if you/your company are using an Enterprise license, if so then this explains why you cannot see or use Adobe Sign within Acrobat.

If you don't have an Enterprise license, then the other reason may be Acrobat Language is set to a language that is not supported. Change Acrobat Language to English for the sake of testing and see.

[Stephan23576869fm04]

Many thanks, Zaid! I'll follow up with my administrator. 

[defaultamcxtn9qpuik]

Changing the language worked for me, it had added english with arabic for some reason, and once getting rid of that it was back

[Zaid Al Hilali]

Hi there.

I know about the language issue, I experienced it back in 2015, setting the Language to Arabic for instance in Acrobat DC will make cloud service to disappear. That's why I wrote in my original post up here that I had the Language set to English.

[Erik Dan]

1

[Erik Dan]

Hi all,

I also have the problem that after an update my icon is gone from request e-sign from the creative cloud. I've already been to IT but they can't help me either. Everything has been reinstalled and logged out and in. My colleague has also had Adobe's creative cloud for a few months and does have request e-sign
Who has the right solution for me.

Thanks in advance

Hopefully someone can help me.

[ls_rbls]

Hi @Erik Dan 

If you're on Microsoft Windows 10 (64-bit), or later, I think you may be able to work around that issue in two ways.

The first idea that comes to mind deals particularly with how did you installed Acrobat Pro.

For example, if you've downloaded and installed Acrobat using the Creative Cloud Desktop app (which is a 64-bit version of Adobe Acrobat), I would suggest to uninstall that version completely and run the AcroCleaner tool:

• https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Then download and install the 64-bit version of Acrobat Pro DC from another server (not from the Creative Clous

dDesktop App).

You may use this Adobe official download link:

• https://helpx.adobe.com/download-install/kb/download-install-acrobat-subscription.html

If this solution does not resolves the issue, you can download and isntall instead the 32-bit version of Acrobat Pro DC.

I am aware that the last option may not make too much sense, but this is how I roll my Adobe software on my Windows 10 computers and 90% or more of the  time I never get the issues that many Adobe users report in these support forums.