Unable to Sign Email

[ajuarez]

Hello all,

I am unable to currently sign using Adobe Acrobat using my ECA cert from a smart cart on my machine as well as three other employees. We have verified this same setup works with two other machines, however, they are using Adobe Acrobat Pro. The issue that happens is that when I hit the sign certificate button, my machine asks I unlock my card, and then it just returns back to Acrobat. Nothing happens at all, no error message, no popup. I can tell it's not frozen because I can change the cert look, view details, etc. If I hit sign again, same thing. No popup. My card is unlocked so the unlock card doesn't appear anymore but the sign button still does nothing. Is there any sort of troubleshooting for this? Or even any logs because something clearly happens (the button darkens a little bit) but no response or continuation happens. 

[MeenakshiNegi]

Hello,

Thank you for reaching out and sorry for the trouble.

As you are experiencing issues adding digital signature to the document, please check if the issue occurs when adding signature to a particular PDF or with any PDF.

Would you mind sharing the small video of the issue occurs at your end?

Share the Acrobat and OS version used on the machine.

Thanks,

Meenakshi

[ajuarez · Accepted solution]

Currently using version 2021.005.20060 now after a recent update and would appear myself and another member of our organization is able to sign using ECA cert. Looks like it naturally went away after update. Thank you for your help thus far.