Sign document function missing

[Jessica30452802rxzr]

I work in IT support and currently assisting a customer who is having an issue with their Adobe Pro desktop app. The sign document function is not working. When selecting the sign document tool when editing a document, nothing happens - doesn't allow us to select or create a signature. There's also no 'Fill & Sign' tool within the tools. I've checked signature preference settings and everything looks fine. No updates required when 'Checking for updates'. I've also uninstalled and reinstalled the application ensuring reg keys are removed during the uninstall process. It's worth mentioning the sign tool is available on the web version of the app. Any advice would be appreciated. Thank you. 

[Meenakshi Negi]

Hi Jessica30452802rxzr,

Thank you for reaching out.

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

As mentioned, the sign document function is not working. Could you please let us know the option you are referring to?

It would be helpful if you could share the screenshots for a better understanding.

Share the Acrobat and OS version numbers.

Thanks,

Meenakshi

[Jessica30452802rxzr]

Hi Meenakshi

Thanks for your reply. I've attempted the steps mentioned in the article you provided - the repair, the uninstall and reinstall (ensuring reg keys removed at uninstall stage). When attempting to Modify the Registry, I can't locate the cServices (last part) part of the key, 

The adobe verion is 2023.003.20201 and the OS Windows 11 Pro +64 10.0.22621

Best wishes

Jess

[Meenakshi Negi]

Hi

Thank you for sharing the information.

Please let us know if the option disappeared recently. Did the user make any recent changes?

Also, you have not shared the information about the sign document option you were referring to.

Thanks,

Meenakshi

[Jessica30452802rxzr]

Hi Meenakshi

The user recently got a new work laptop. It was built the same as her previous one but Adobe Pro on the new device has not had a functional sign option. 

This is the sign document icon that seems to be broken.

Thank you.

[Gary30502970jvlt]

Seeing exactly the same issue as part of  laptop refresh project. New Laptop with Adobe Pro 23.003.20201 - Fill and Sign /Request e-signature works on a laptop but not on other new build laptops.

[Jessica30452802rxzr]

Hi Meenakshi 

Are you able to provide any further suggestions on this issue? Please see my reply to this post if you haven't already.

Best wishes

Jess

[Meenakshi Negi]

Hi Jessica30452802rxzr,

Sorry about the delay in response.

Would you mind sharing the user's email address for which the option is not working in private messages? You may initiate a private message using the envelope icon at the top right corner of this community page.

Also, share the screen recording of the user window when trying to use the options. We will share the information with the team. Share the OS version on the user's window.

This will help us to further investigate the issue.

Thanks,

Meenakshi

[Jessica30452802rxzr]

Thank you Meenakshi. I've sent you a private message with this info. 

[Jessica30452802rxzr]

Hi Meenakshi

Did you get my private message with info requested?

Do you know if the Team have had a chance to investigate? 

Best wishes

Jess

[Gary30502970jvlt]

The issue was resolved by contacting Adobe Support and mentioning this was impacting a number of users. Basically, there seems to be an issue with the Adobe Pro install file and were provided with another intall file that resolves the issue.

[Jessica30452802rxzr]

Hello Gary 

That's good! How did you go about contacting Adobe Support? I thought posting to this comminuty was the way you did that but I see there is a chat function - is this what you used? 

Best wishes

Jess

[Jessica30452802rxzr · Accepted solution]

A solution which worked for me;

Edit >> Preferences >> Application Language 

The users was set to Arabic, I changed to 'Same as Operating System' ... and for some reason, the sign functionality returned. 

[Zaid Al Hilali]

Your findings Jessica is correct, having Acrobat Language set to Arabic will hide all Cloud services. I do suggest you specifically select "English" to be Acrobat's Language because if you let the "Same as Operating System" decides, then in this case if the OS is actually Arabic such as someone in the Middle East and North Africa, then Acrobat will not display Cloud services either.

[Lady Blue341055975xcv]

Donna Jean Richardson