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Need to Fill and Sign signature twice

Community Beginner ,
Dec 12, 2023 Dec 12, 2023

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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 

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PDF , PDF forms

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Adobe Employee ,
Dec 13, 2023 Dec 13, 2023

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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

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Community Beginner ,
Dec 17, 2023 Dec 17, 2023

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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 

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Adobe Employee ,
Dec 21, 2023 Dec 21, 2023

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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

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Community Beginner ,
Dec 21, 2023 Dec 21, 2023

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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.

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New Here ,
Dec 22, 2023 Dec 22, 2023

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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.

 

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Adobe Employee ,
Dec 22, 2023 Dec 22, 2023

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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

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Community Beginner ,
Dec 25, 2023 Dec 25, 2023

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Hi,  I have sent the requested information.  Reference:

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

AdobeLogs_20231226_123134_415-win-GS.zxp

Thank you.

Mark

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Adobe Employee ,
Dec 26, 2023 Dec 26, 2023

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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

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New Here ,
Jan 16, 2024 Jan 16, 2024

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

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New Here ,
Jan 29, 2024 Jan 29, 2024

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LATEST

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

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