'Request Signature' option missing

[Brian26759194wk4y]

I have reported this in the 'Bugs' section as well - but I need a resolution asap:

The 'Request Signature' opting is missing in my tools - I see this has been reported on several occasions by other users

On a previous occasion - Following a previous update - I did find a thread about deleting a lingering DC file - and that worked previously- but I cannot find the thread any more

I have tried reinstalling but to no avail - I have an acrobat pro account so this should not be happening!

Also - As a Pro account holder - how do I chat to support directly - I do not seem to be able to.

Thanks 

[kglad]

reset your preferences - https://forums.adobe.com/thread/1595848?start=0&tstart=0

<moved from using the community >

[Brian26759194wk4y]

removing preferences has not worked

[kglad]

what are the minimum steps required to reproduce the problem?

[Brian26759194wk4y]

I open a PDF - any pdf - the option 'Request Signature' does not show under tools - or if I select 'Fill and sign' - so it will let me sign the pdf myself - but without this option - I am not able to send to someone else to sign

[kglad]

do you have the latest version:

do you see this when you click tools:

if yes, you have the latest version and no, you do not see the "request e-signatures" option, use a browser that allows popups and cookies and contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Brian26759194wk4y]

Thank you - yes  I have the latest version - but no chat field is appearing vioa your link above

[kglad]

again, use a browser that accepts cookies and popups.  or try a different browser or use the phone or twitter.

[Brian26759194wk4y]

Thanks - It seems that for support - I have to go through my own internal systems IT dept first - but I do know that (from the identical problem I had previously) it was something to do with a conflict in the DC files on my system - & the solution was to delete a certain folder - & it worked - but I cannot find the previousl thread on it that worked for me - I will go through my IT dept and see what they do

[kglad]

you didn't say you had an enterprise or team license.  your plan admin can use the contact tab on their admin console to get help, but first you need to see if getting e-signatures was something restricted by your admin.

[Brian26759194wk4y]

I had my IT department trying to resolve this for 2 hours yesterday and after a number of reinstalls - still nothing!! They were just googling it in the same way as I am.

The fustrating thing is that this happened me recently (in August) after an IT system upgrade the 'request signature' option disappeared from my App - but I managed to find the fix myself online and it worked - it was something to do with deleting a certain folder in my program files that was causing a conflict between the standard version and the pro account - but now, after setting up a new laptop and new install - This has reappeared - I cannot find the previous advice that I used the last time - which is very fustrating as I know there is a simple fix out there for this.

Also - given the sheer number of similar users having experienced the same issue, and the fact that this function is working on th eweb version, this is obviously a pre-installed adobe account issue. I just wonder why my employers are paying the Pro subscripotion fees when account user functins can be sabotaged like this.   

[kglad]

i'm not sure about your deduction that it's "obviously a pre-installed adobe account issue", but did your it team contact adobe support?

[Brian26759194wk4y]

I am just wondering why so many others have experienced the exact same problem - I am not sure what my IT are doing as our efforts got fustrated yesterday - I will respond if a fix is found or provided by them

[kglad]

yes, thank you if you're able to follow-up.

[Amal.]

Hi @Brian26759194wk4y 

We are sorry to hear that. Please update the application to the recent version 22.3.20258 from the help menu > check for updates. If you have Windows OS you may also update to the optional Update (Windows Only) version 22.3.20263 and see if that works.

Also, try to create a new test user profile with full admin rights in Win or enable the root account in Mac and try using the application there and check.

Regards

Amal

[Brian26759194wk4y]

Hi Amal - under my help - I do not have a 'Check for updates' option:

Also I am currently on version 22.3.20258 - can you confirm how I can opt to try the optional update of ver 22.3.20263?

Thanks

[kglad]

i notice you have the 64 bit acrobat pro (which means you're in one of the countries where that was rolled-out), and may explain some differences you see.

[Amal.]

Hi @Brian26759194wk4y 

Sorry for the trouble. You may try to download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works.

Regards

Amal

[Brian26759194wk4y]

Unfortunately Amal that has not worked

I have updated to 2022.003.20263 but still no 'Request Signature' option.

[davidw82792072]

Adobe - Has there been a fix for this yet. This is gettign beyond a joke. This issue seems to have ben going several months and its the same fixes being recommended every time and everyones stated that they dont work.

When will this be resolved

[kglad]

these are user forums.

[Brian26759194wk4y]

No - not from Adobe. Mine got fixed by our IT dept. performing a complete reinstal of windows on my laptop and then downloading adobe via my web account. That has the issue fixed for me - but could hardly be described as a fix of the issue.

[kglad]

@Brian26759194wk4y, that sounds like you had a local settings problem, not a problematic adobe app.

[Brian26759194wk4y]

nope it is 100% an adobe issue - there is some sort of conflict between the program files created on a system with the Basis DC version & subsequent versions (mine was a Pro account). It seems to have been well reported to Adobe and for some reason they have not released a fix for it.   

[kglad]

what do you think was fixed on adobe's end by the window's reinstall?