Signature and redact not working

[Fred-be]

Hello,

I have two PCs, one running Windows 10 Pro and the other running Windows 11 Pro.

Both are running Acrobat Pro 2023.003.20201, and I'm facing the same issues on both of them:

- I cannot sign a document by typing or drawing a signature. When I press the icon, nothing happens, and the icon isn't changing colour from grey to blue

- I'm unable to digitally sign a document; Acrobat gets frozen (see capture)

- I'm unable to remove confidential data from documents, when I click on "Apply"; Acrobat gets frozen (see capture)

For these two last problems, I've found out that going to Edit -> Preferences -> Security (Enhanced) -> uncheck Enable Protected Mode at startup and restarting Acrobat "solves" the problem, but I suppose the option hasn't been created to be unchecked.

I haven't been able to find a workaround for the first problem, except using Acrobat Online.

Anyone else facing the same issue or having found a solution?

Many thanks!

[Meenakshi Negi · Accepted solution]

Hi Fred-be,

Thank you for reaching out, and sorry about the trouble.

As the application is freezing when using the tools, please try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html.

If the above suggestion does not work, try reinstalling the application using the following steps:
- Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
- Reboot the machine
- Install Adobe Acrobat Pro from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

If the issue still occurs, share the process logs with us. You may collect the logs using the steps provided on the help page: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html. 

Let us know how it goes.

Thanks,

Meenakshi

[Fred.be]

Hi Meenakshi,

Many thanks for your reply.

Uninstalling / reinstalling didn't change anything but installing the version from the weblink instead of the one installed via the Creative Cloud Desktop application solved all problems.

Just for my knowledge, why do you have two different versions of Acrobat Pro with two different layouts?

Many thanks again,

Fred