Signature not persistant in Adobe

Report · Mar 26, 2024

When utilizing the "Fill in and Sign" feature in Adobe Reader, each use requires one of my users to upload or input their signature.

Although I have attempted to resolve this issue by uninstalling Adobe with the tool from the provided link and reinstalling the app, such efforts were unsuccessful.

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Users specifications below

Windows 10
Version 22H2
OS Build 19045.3570
Feature pack 1000.19052.1000.0

Adobe Version
2024.001.20615 | 64bit

Report · Apr 02, 2024

Hi there

Hope you are doing well and thanks for reaching out.

Please remove the application using the Acrobat cleaner tool https://adobe.ly/4cGqksq, reboot the computer and reinstall the application using the direct link: https://adobe.ly/3vCHaI2 and see if that works.

Let us know how it goes.

~Amal

Report · Apr 03, 2024

Good Day Amal,

Thank you for getting back to me. I tried this with the user, But the issue persists.

Report · Apr 03, 2024

Hi there

As described, each use requires one of my users to upload or input their signature, are they all using the single application for signing the document each time or do they have their individual Acrobat Reader desktop application installed on their machines?

If these are the IT managed machines, please try to contact the IT Admin at work and see if that helps.

~Amal

Report · Apr 04, 2024

Hi Amal,

This is a single user on a single machine.
This is NOT a managed machine.

Report · Apr 05, 2024

Hi there

Thanks for sharing the information, are they all using a single application for signing the document each time or do they have their individual Acrobat Reader desktop application installed on their machines?

Update the application to the recent version 24.01.20643. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Let us know how it goes.

~Amal

Report · Apr 07, 2024

Good Day Amal,

Thank you for your response.

U dont fully understand your question. This is a User with their own PC with Adobe reader installed. they use this application instance to sign documents. They need to add their signature for EVERY signature that is required on EVERY document.

I tried running the updater. But got the below

I repaired teh installation

We are still getting the same issue.

I went a step further and obtained the system report for the installation as below .

Account Detail:

User Rights: Regular

User Account Control: Default

Process Integrity: Low

Profile Type: None

Acrobat Detail:

Sandboxing: On

Protected View: Off

Captive Reader: No

Multi-Reader on Desktop Support: Off

Applications Installed:

Office Version: Office 365_32-bit

Outlook Version: Outlook 2016 32-bit

Available Physical Memory: 1779420 KB

Available Virtual Memory: 135269909056 KB

BIOS Version: DELL - 1072009

Default Browser: C:\Program Files\Internet Explorer\iexplore.exe

Version: 11.00.19041.4165 (WinBuild.160101.0800)

Creation Date: 2023/10/11

Creation Time: 08:59:52

Default Mail: Microsoft Outlook

mapi32.dll

Version: 1.0.2536.0 (WinBuild.160101.0800)

Display Detail:

Screen Width: 1920

Screen Height: 1080

Number of Monitors: 1

Number of Mouse Buttons: 8

Has Mouse Wheel: Yes

Has Pen Windows: No

Double Byte Character Set: No

Has Input Method Editor: Yes

Inside Screen Reader: No

Graphics Card:

Installed Acrobat: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe

Version: 24.1.20643.0

Creation Date: 2024/03/31

Creation Time: 02:16:58

Locale: English (South Africa)

Monitor:

Name: Intel(R) HD Graphics 630

Resolution: 1920 x 1080 x 60

Bits per pixel: 32

OS Manufacturer: Microsoft Corporation

OS Name: Microsoft Windows 10

OS Version: 10.0.19045

Page File Space: 9574312 KB

Processor: Intel64 Family 6 Model 158 Stepping 9 GenuineIntel ~2712 Mhz

Session Detail:

Boot Type: Normal

Is Shutting Down: No

Network: Available

Inside Citrix: No

Inside VMWare: No

Remote Session: No

Remote Control: No

Using JAWS: No

Using ZoomText: No

Using Windows-Eyes: No

Using NVDA: No

System Name: DESKTOP-VQH5JA8

Temporary Directory: C:\Users\kuyasa\AppData\Local\Temp\acrobat_sbx\

Time Zone: South Africa Standard Time

Total Physical Memory: 8263592 KB

Total Virtual Memory: 137438953344 KB

User Name: kuyasa

Windows Detail:

Tablet PC: No

Starter Edition: No

Media Center Edition: No

Slow Machine: No

Windows Directory: C:\Windows

Report · Apr 10, 2024

Hi there

We are sorry to hear that, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer and reinstall the application using the direct link: https://get.adobe.com/reader/enterprise/ and see if that works.

~Amal

Report · Apr 11, 2024

Hi Amal.

I have done this already as this was recomended by you as the 1st step on 02/04/2024

Report · Apr 11, 2024

Hi there

Would you mind sharing a small video recording and the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

Report · Apr 24, 2024

Good Day Amal,

Log_Collector_Tool_5_0_ALL - Onedrive link
and the uploaded log file reference is eacf48e3-24e6-40b9-8859-36eb6ce1ea79

Report · Apr 25, 2024

Hi there

Thanks for sharing the logs.

We have the new version of Acrobat application available, 24.02.20687. please update the applicaion to the new version from Help menu > check for updates and reboot the computer once and see if that works.

if it still doesn't work we would need the fresh logs to further investigate the issue.

~Amal