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Ethan30403315m160
New Participant
June 9, 2023
Answered

Required Signature infinite loading

  • June 9, 2023
  • 2 replies
  • 5487 views

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?

    This topic has been closed for replies.
    Correct answer absethi17096557

    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

     

    2 replies

    A
    Adobe Employee
    absethi17096557Correct answer
    Adobe Employee
    June 14, 2023

    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

     

      E
      Ethan30403315m160Author
      New Participant
      June 14, 2023

      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.

      ls_rbls
      ls_rbls
      Community Expert
      June 10, 2023

      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?

      W
      William29803499b7et
      New Participant
      June 13, 2023

      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
        ls_rbls
        Community Expert
        June 13, 2023

        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.

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