Missing signatures

[azalpher]

Hello,

I have a contract signed electronically by a service provider (Coffréo), but when I want to open the contract with Acrobat bureau, the signatures are no longer there.
However, they are present in Acrobat web, as well as in the Edge and Chrome pdf readers.
I've tried other pdf readers, such as Foxit, which work very well.

Does anyone know why the desktop version of Adobe Acrobat no longer recognizes my signatures?

Thanks !

[Meenakshi Negi]

Hi azalpher,

Thank you for reaching out, and sorry about the trouble caused.

As the issue occurs only with the desktop version, please try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://adobe.ly/3IOKfey).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/3IX4Lty;

Ensure that you are using the latest version of the application. In Acrobat, go to Menu > Help > Check for updates.

If the issue still occurs, please share a screenshot of how the document appears in Acrobat and on Acrobat Web. Also, please share the Acrobat and OS version currently installed on the machine.

Thanks,

Meenakshi

[azalpher]

Hello Meenakshi,

Thanks for your message ! 

The problem affects the entire company and all its customers, not just a local one.

Please find in attachments one pic without signatures and one with signatures

Adobe version (in my company) : 25.001.20531

Thanks !

[Meenakshi Negi]

Hi azalpher,

Thank you for the images and information.

We see that you are not using the latest version of the application. Could you please update the application to the latest version and see if you are still experiencing the behavior? In Acrobat, go to Menu > Help > Check for updates.

You may refer to the information on the latest updates in the following help page: https://adobe.ly/4l4Bjz7;

Let us know how it goes.

Thanks,

Meenakshi

[MikelKlink]

Can you share an example document with that issue for reproducing and analyzing the issue?

Such a behavior usually means that there is something wrong with the signature.

Adobe Acrobat usually only shows the appearance of a signature field if that field has a value with a digital signature and its structure is correct in regard to certain aspects. Otherwise Acrobat displays that signature field as unsigned.

HTML based viewers, on the other side, usually don't check the signature structure at all but always simply display the signatrue field appearance.

[azalpher]

@Meenakshi : It's updated, but same problem 😕

@MikelKlink : Is there a way to remove this security from acrobat ? 

My documents are temporary contracts, so I can't pass them on as they're confidential. Sorry 😞

[MikelKlink · Accepted solution]

Is there a way to remove this security from acrobat ? 

I'm not aware of a way to do so. But i have not tried yet, either, so I might have overlooked an option. 

My documents are temporary contracts, so I can't pass them on as they're confidential.

OK, I thought there might be a way to create such a temporary contract with dummy data. As that's not possible, I don't see an option to analyze the issue further. 

Nonetheless, you should be aware that Acrobat behaves like it does for a reason. So there must likely is something wrong with the signatures. If your processes rely on the fact that the documents are digitally signed, you should investigate this further. 

[azalpher]

Hello,

Thank you for your reply. I'll try to check with our service provider and hopefully find a solution.

Thank you very much!