Required Signature infinite loading

[Ethan30403315m160]

I have a user that is trying to make a required signature area and when loading the tool it either goes blank in the pop-up or infinitely loads. We have uninstalled and reinstalled, log out and in, etc, etc. Any suggestions on how to get this tool to work when editing PDFs?

[ls_rbls]

Hi @Ethan30403315m160 ,

I've seen this happen often in my Adobe Acrobat on Windows 10 and Windows 11.

But this behavior manifests mostly when I am using smart card devices to  apply  certificate-based digital signatures on a PDF document, for example.

In which case, if the Acrobat program is not freezing or crashing (when the popup goes blank or loads indefinitely), I use the keyboard combination of ALT + TAB to cycle through the opened tasks.

Most likely, you'll notice that the issue is that the prompt to enter a pin number (or password) to sign with the certificates of the smart card never comes up.

In addition, I've observed that this also happens with the "Save As" dialoge window when trying to sign the document.

In other words, both the prompt to enter a password and the "Save As" dialog window load in the background and stay behind the Acrobat program window.

It doesn't bring the window in front of the Acrobat window, giving the impression that Acrobat is stalling.

It will stay like that until the user interacts with the prompt that was loaded in the background and clicks on the OK button to commit the required  final action to sign and save the document.

Can you confirm if this is what is happening?

[William29803499b7et]

I can confirm that when I Alt tab I dont see the password box hidden behind the program. I also noted that I do not have the sign and fill selction in tools to sign the document that way. When I go into tools I dont have the fill and sign tool to add. I have used the certifcate and or fill and sign over the last 5- 10 years without any issues. I have been using this laptop for the last 2 years without incident. I had an issue with the length of time it was taken to pdf word documents so unintstalled / reinstalled the software a few weeks ago and have had this issue with certifcates going blank and no fill and sign. I have self trouble shot for the last two weeks but to no avail. Deleted all my signatures and added a new one but issue still present.

[ls_rbls]

What operating system are you on?

And can you identify which version of Acrobat you had installed before?

I am unsure if the version that you installed recently was done through the Creative Cloud app or if it is an Acrobat single installer.

[William29803499b7et]

I am on Windows 11 home.

I never wrote down version I was onbefore I re-installed.

I installed via creative cloud using the Apps link from my Adobe account.

[Meenakshi Negi]

Hi William29803499b7et,

Thank you for reaching out.

As the Fill & Sign tool is missing from the Tools tab, try the troubleshooting steps suggested in the following community thread: https://community.adobe.com/t5/acrobat-discussions/troubleshoot-missing-tools-and-adobe-cloud-storag....

Check if that helps.

If the issue still occurs, share the Acrobat and OS version numbers.

Thanks,

Meenakshi

[ls_rbls]

@William29803499b7et ,

In addition to the always valuable guidance of @Meenakshi Negi ,

@Cristian30453478ekv1 ,

See if the recommendation that I've shared recently with a macOS user works for you:

• https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-on-m2-mac-2023/m-p/13858253#M415273

If you've installed Acrobat (64-bit) version using the multiple app installer of the Creative Cloud App, I'd suggest to uninstall it completely, then use the AcroClean tool to get rid of any old traces of the software, and then use the single installer version of Acrobat (64-bit) from the Acrobat support user guides download link that I've included in the discussion above).

[Ethan30403315m160]

Sorry for the delayed response,

If the application does not crash it infinitely loads. This happens regardless of leaving the process or staying on it. We cannot get to the process of save as. User interaction has no effect on the progress of the loading screen or stalled white screen either. 

[absethi · Accepted solution]

Hi @Ethan30403315m160 ,

Thanks for raising the issue we will try to resolve the issue for you.
Can you please explain the exact workflow you are doing as you say that "Get this tool to work when editing PDFs"
Also, which tool are you referring to is it 

1. Fill and Sign
2. Certificates 
3.  Edit tool

Also, you state that "one of the users" so are multiple users trying the workflow and it is working for them?

Would it be possible for you to share the workflow of the video? Please share the steps if not able to share the video.

Please help with these details 

1. Was it working previously and has started happening after any recent updates?

2. What is the Acrobat version you are using?
3. What OS are you using and what is the version for that?

4. If using the Certificates tool are you signing with SmartCard 

5. Is it happening for some specific file, if yes please share that.

Thanks,

Abhinav Sethi

[Ethan30403315m160]

Hello,

Fill and sign and multiple users are having issues with this process regardless of document. I am not aware of any updates but it seems to have started acting up within the past week. Windows 11 enterprise (latest build). Unfortantly, I cannot share the documents. As for the question I did not answer which was "explain the workflow", my user opens the PDF with acrobat, selects esignatures on the left hand side and then fill and sign on the drop down menu. Acrobat then opens another window where it should prompt the user to select or highlight which field they want to have as the signature, but instead it infinitely loads before the user can input any action. Hopefully this answers your questions.