no tools in the "use certificate" tab when connecting to a VPN

[wojciech_6983]

Hi, when connecting to the company VPN, the "use a certificate" tab doesn't load. When connecting via LAN or offline (without the internet), the tab loads correctly. I have the latest 32-bit and 64-bit versions of Adobe; the error also occurs in earlier versions. Please help.

 

[Amal.]

Hi there,

Hope you are doing well and thanks for reaching out and for sharing the details.

This behavior could indicate that the certificate authentication component isn’t initializing properly when connected through the company VPN. Since it works fine on LAN and offline, it’s likely related to restricted network access or certificate validation paths being blocked by the VPN configuration.

Here are a few steps you can try:

1. Check network restrictions: Ask your IT team to confirm if the VPN allows access to Adobe’s certificate validation servers (for example, https://adobe.ly/4qtnpdw or https://adobe.ly/4o58ftq). If these are blocked, the “Use a certificate” tab may fail to load.

2. Run as Administrator: Try launching Acrobat/Reader with administrator rights while connected to VPN to rule out any permission conflicts.

3. Clear certificate cache: Open Acrobat > Edit > Preferences > Signatures > Identities & Trusted Certificates > More...

Remove any invalid or duplicate certificates, then restart the app.

4. Check system certificate store: Ensure the necessary root/intermediate certificates are available and not blocked by your VPN or company proxy.

Hope this information will help 

~Amal

[wojciech_6983]

Unfortunately, the tips did not solve the problem; the VPN toolbar is not loading. What components or processes are launched when I select the “Use certificate” option? I can't see anything in the task manager. There are also no blocked connections visible in the network traffic. Best regards

[Amal.]

Hi there 

Hope you are doing well and sorry for the trouble. 

We have reported this case to our development team and they are actively working on it and need some more information as below:

- Version of the Acrobat Application you are using? Go to Help > About Acrobat 

- OS and Acrobat App language

- A small video recording of the steps you are taking and the issue as it occurs

- Acrobat diagnostic logs as described here https://adobe.ly/3LLlnG4 

- Name of the VPN (Private message if possible). Click on the envelope icon at the top right corner of this page to initiate the private message.

~Amal