Unable to fill and sign documents

[Jackson38933261p80f]

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!

[S. S]

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

[Jackson38933261p80f]

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

[S. S]

Thanks @Jackson38933261p80f for sharing the logs.

The fix will be live in the upcoming update.

-Souvik

[Jackson38933261p80f]

Thanks Souvik! Any rough ETA on when the next update will be live?

[S. S]

@Jackson38933261p80f Please update your application to the latest version released today and let us know if it works.

-Souvik

[Jackson38933261p80f]

Hey Souvik

I updated to the latest version (24.002.20991) and tried to sign a document and I am still getting the same issue as before with no change unfortunately. See log ID below if needed.

Log ID: 7fab24e0-3453-42cc-a0ec-1d7848f6aa47

[S. S]

Thanks @Jackson38933261p80f for the quick inputs.

Shared the logs with the team for investigation.

-Souvik

[S. S]

@Jackson38933261p80f One quick question.

Can you please go to the below locations and share screenshots of the properties of these files? The team wants to see the time stamp for these files, whether they got re-corrupted or were never fixed. Adding a screenshot of the properties window for reference.

1. %appdata%\Roamig\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials
2. %appdata%\Roamig\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi
3. %appdata%\Roamig\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

Look forward to hearing from you.

-Souvik

[Jackson38933261p80f]

Hey Souvik,

I grabbed a screenshot as requested. I then also moved the files to another location > opened a PDF file > tried to add signature and confirmed I'm still getting the same issue.

And just incase it's needed to save any extra back and forth I deleted the new files > started the diagnostics > tried adding signature again so I could get another log for the team.

Log: 8d803f7b-56f5-4ec5-b899-4661e88e15b6

[S. S]

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

[Jackson38933261p80f]

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!

[S. S]

Thanks @Jackson38933261p80f for letting us know that it worked for you.

-Souvik