Need to Fill and Sign signature twice

[Mark HWS]

Hi, 

This happens occassionally across the whole organization.  When we receive a PDF and in the first "Fill and Sign" attempt, the selected signature disappears when we paste it onto the form.  In the 2nd attempt, the signature remains.   So some users who do not notice the first attempted signature has disappeared and email the "approved" form with missing signature.

Does anyone has a way to fix this?

Thank you.

Mark 

[Serene_nature15C3]

Hi @Mark HWS 

Hope you are doing well and thanks for reaching out.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.2042X installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

Let us know how it goes.

Regards

Amal

[Mark HWS]

Hi Amal,

Thanks for the suggestion.  I have updated the version to 23.008.20421 and did the rest as suggested.  The problem still persists.

regards

Mark HWS 

[Serene_nature15C3]

Hi there,

Is this an issue with a particular PDF file or with all the PDFs?  Please share a small video recording of the steps and the issue for more clarity.

Also, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them for further investigation.

~Amal

[Mark HWS]

Hi Amal,

This issue happens only on certain PDF across the organization.  It may not occur again on the same PDF after further actions (like updates, printing etc.), but it is inconsistent.  Refer to attached the video.  You will see that the first signature disappears after signing.  Only when I try again will it "stays".  

Due to company policy, we are not allowed to install log collector.

[Mireille34413338n9e3]

Hello. I don't have a solution but would like to share that I have the exact same issue. Some PDFs work fine, others consistently have this issue. I also tried recreating a pdf from the same source as a failing one, and that new one was fine. Printing or re-saving does not solve the issue.

[Serene_nature15C3]

Hi there

Thanks for sharing the video of the issue, however to further investigate the issue by our development team, we would need the requested logs.

~Amal

[Mark HWS]

Hi,  I have sent the requested information.  Reference:

7c302ccb-95fe-4330-8a50-ea9f84ae3115

AdobeLogs_20231226_123134_415-win-GS.zxp

Thank you.

Mark

[Serene_nature15C3]

Hi there

Thanks for sharing the required logs, we have shared them with the engineering team for review.

We will share the update as soon as we get any information.

Thanks for your time and patience.

~Amal

[BEASIN22408091ez3a]

Hi, is there any update to this?  I am having this issue in our environment as well.

[Amy27125385vamc]

I am also having this issue. I am looking for a fix. 

[Francois36621918fhrd]

Hi,

This is still a problem.

Version 2024.001.20643

I have noticed that creating a new PDF and signing it does not have this problem.

Only previously signed PDF documents shows this problem.

[Serene_nature15C3]

Hi there

This issue is already reported to our engineering team and they are working on it.

We will share more details as soon as we get any update.

Thanks for understanding.

~Amal

[BEASIN22408091ez3a]

Hi Amal,

Is there any updates from the engineering team as we are still facing this issue even with the version: 2024.003.20054 since Apr 12? We need to get a fix on this.

[S. S]

Hello Everyone, 

We are live with the next release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

[Charl28398320qg3e]

Hello

I have the same issue, even on the latest release indicated above.

Thanks

Charl

[S. S]

Hi @Charl28398320qg3e,

Sorry for the experience!

Please help us gather the logs from your machine: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

Also, please send us the network logs (Fiddler Logs) so we can investigate further. The steps are here: https://helpx.adobe.com/campaign/kb/soap-traffic-fiddler.html.

Thanks,

Souvik