Signatures disappearing, appear when opening with Chrome and not with Acrobat.

[Kevin32688340jglk]

Hello all,

I am having an issue with Acrobat signatures. We have some documents that require digital signatures. The users usually use the chrome acrobat extension to sign the document and send it off, either through outlook or shared to sharepoint. The problem is when the PDF is downloaded and opened in Acrobat, the signature is no longer there. If I right-click the pdf and "Open with > chrome" it is there, but opening with acrobat it is missing.

This also happens with text blocks sometimes but that is more rare and is less important.

-Kevin S.

[ls_rbls]

Hi @Kevin32688340jglk ,

Assuming that this is not a bug, I've only seen something similar with a signed PDF document that has many pages and the signed page is extracted to separate file.

But in that case, the digital signature is removed completely as a layer of security.

Your issue seems to be something entirely differrent and it makes me wonder if your Acrobat is missing any updates or if it gets fixed by repairing your current Acrobat installation.

Is this happening with just that PDF or with every signed PDF that it is shared through Outlook or Sharepoint?

In any case, when I've encountered issues with my PDF documents, I test them out on the Acrobat Mobile app (on my mobile devices).

If the PDFs render and display fine whith the mobile app, then I can narrow down my troubleshooting focusing only on the Acrobat full desktop app and the operating system that it is on.

Are you able to share an example of the file with no sensitive data on it?

[MarisolM15]

I have the same problem. Using an older community post, I changed the security features under preferences and then they appeared with a message that some features had been disabled with a button to enable feataures. I hit enable features and the signatures disappeared again. The problem is that I do not know which feature is inhibiting the signatures. I am using version 24.1 which I believe is the latest version at least according to the Creative Cloud Desktop. I can also see signatures in other files. I suspect it might have something to do with the computer/app that created the file that might be counterindicative.

[MarisolM15]

I discovered that when I put the file in protected view (sandbox), then I can see the signatures. This is the message I receive. So there is something about the file that Acrobat considers a risk and by turning off some feature, the signatures are no longer blocked.

[ls_rbls]

That is great feedback.

Do you get any weird messages if you go ahead and validate the signatures?