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Jackson38933261p80f
Participating Frequently
August 1, 2024
Question

Unable to fill and sign documents

  • August 1, 2024
  • 1 reply
  • 3264 views

Hey all,

I am experiencing an issue with adobe acrobat standard and I am unable to use the fill and sign functionality at all. I've found multiple other forum posts with users having the same issue I am having and have tried all the solutions I could find in the comments of those posts but still no luck.

Whenever I go to try and sign a document the tab on the left is blank (see screenshot) and when I click to place/create a signature I get a black overlay but am unable to sign or do anything else until I hit esc a few times, or the program may hang and I need to force close the application with task manager.  I'm on the latest x64 version for windows (24.002.20965) and here are the solutions I've tried so far but had no success
- Uninstalled acrobat > restarted PC and downloaded acrobat from adobes website
- Used the acrobat removal tool (acro cleaner) to uninstall acrobat > restart PC > download acrobat from creative cloud manager
- Repaired acrobat
- Created new admin user account on PC and opened adobe > same issue
- turned off enhanced security and protected mode
- Turned on sync preferences across devices and document services
- Turned off use modern user interface for signing and digital ID configuration
- Signed into adobe online and cleared auto-fill cache and disabled it
- Deleted preferences folder in user app data folder

Thanks in advance for your help!

This topic has been closed for replies.

1 reply

S_S
Community Manager
S_SCommunity Manager
Community Manager
August 2, 2024

Hi @Jackson38933261p80f,

 

Hope you are doing well. Sorry for your experience!

 

Would you mind updating the latest version (2024.002.20965) and checking if the issue is fixed?

 

If not, you can try removing these files manually:

%appdata%\Roaming\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

%appdata%\Roaming\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

%appdata%\Roaming\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

 

If either of the above does not work, please use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log.

 

Thanks,

Souvik

J
Jackson38933261p80fAuthor
Participating Frequently
August 5, 2024

Hey Souvik,

Thanks for your reply. The version of adobe is already the latest so cannot update any further. I removed the files in appdata manually as requested and the issue persists unfortunately.

I had some issues getting the logs as the blue start diagnostics and share logs button were not visible for me (see screenshot) but I was able to get the logs by just using the tab key and then pressing enter to activate the button.

Log id: 5b556d27-37b7-43e7-90b9-75ba2b90c954

J
Jackson38933261p80fAuthor
Participating Frequently
August 12, 2024

Hi @Jackson38933261p80f,

 

Thanks for all the prompt responses. Our team would also like to have a session with you to understand the situation further.

 

Please let me know if you are up for it, and I will share a link over private message, so you can schedule the call as per your convenience.

 

Thanks,

Souvik


Hey Souvik,

Thanks for reaching out.  The issue has actually been resolved after performing some windows updates on the machine and giving it a restart to finish applying them. You can mark this case as resolved, thank you for your help!

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