Acrobat DC freezes when adding digital signatures

[Hercules5ED5]

Hi everyone,

I'm facing an issue with the adobe Acrobat DC the free version. About a couple of weeks now I was working the Certificate tool to add my signature without any issue. About few days ago when I'm trying to add my digital signature acrobat DC freezes and it's not responding at all. Any suggestions?

I have already reinstall the app and I've also deleted the adobe files from the C drive before the installation. I've also run the repair tool from the control panel but still nothing. Acrobat DC stills freezes when I add my signature

[Bernd Alheit]

Info: Adobe Acrobat is not free.

Does you use Acrobat Reader?

[Hercules5ED5]

Hi Bernd,

Yes, I'm using Adobe Acrobat reader 

Best regards

[Amal. · Accepted solution]

Hi there

++ Adding to the discussion

Would you mind sharing the version of the Adobe Acrobat Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 21.05.20048 installed Go to Help > Check for Updates and reboot the computer once.

Is  this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on ashared network/drive, please downoad it to your computer first and then try to sign and check.

You may also try to turn off the protected mode for testing (Win only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable Protected mode at startup' Turn off the protected mode and Uncheck 'Enhanced Security' > Click OK and reboot the computer once.

Note: Please turn on the security after testing to avoid any security risks.

Also, please checkout the help page https://helpx.adobe.com/acrobat/kb/troubleshoot-errors-freezes-reader-windows.html

Regards

Amal

[Hercules5ED5]

Hi Amal,

I will check everything you have requested and I'll let you know

Best regards

[Brett22003677yq09 · Accepted solution]

I had the same issue, click Help - Repair Installation.

Let this run, then bam! fixed 

[hoolio61]

Thank you Amal,  I turned off "enhanced security" and it works again. I can now sign documents in my Acrobat DC once again.

[Jeffry252224259hv2]

Acrobat DC is freezing when trying to add a signature image.  I have uninstalled and reinstalled to latest version with no improvement.  Here is the system report:

Account Detail:
User Rights: Admin
User Account Control: Limited
Process Integrity: Medium
Profile Type: None
Acrobat Detail:
Sandboxing: Off
Protected View: Off
Captive Reader: No
Multi-Reader on Desktop Support: Off
Applications Installed:
Office Version: Office 2016 64-bit
Outlook Version: Outlook 2016 64-bit
Available Physical Memory: 4194303 KB
Available Virtual Memory: 3829712 KB
BIOS Version: HPQOEM - 1072009
Default Browser:
Default Mail: Microsoft Outlook
mapi32.dll
Version: 1.0.2536.0 (WinBuild.160101.0800)
Creation Date: 2022/06/15
Creation Time: 11:38:43 AM
Display Detail:
Screen Width: 3840
Screen Height: 2160
Number of Monitors: 2
Number of Mouse Buttons: 16
Has Mouse Wheel: Yes
Has Pen Windows: No
Double Byte Character Set: No
Has Input Method Editor: Yes
Inside Screen Reader: No
Graphics Card: Radeon(TM) RX 550
Version: 30.0.15002.1004
Check: Not Supported
Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Version: 21.1.20145.425325
Creation Date: 2021/03/06
Creation Time: 12:32:58 AM
Locale: English (United States)
Monitor:
Name: Radeon(TM) RX 550
Resolution: 1920 x 1080 x 60
Bits per pixel: 32
Monitor:
Name: Radeon(TM) RX 550
Resolution: 3840 x 2160 x 59
Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows 10
OS Version: 10.0.19043
Page File Space: 4194303 KB
Processor: AMD64 Family 23 Model 1 Stepping 1 AuthenticAMD ~2994 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-09QMRBJ
Temporary Directory: C:\Users\rigel\AppData\Local\Temp\
Time Zone: Eastern Standard Time
Total Physical Memory: 4194303 KB
Total Virtual Memory: 4194176 KB
User Name: Jeff local acct
Windows Detail:
Tablet PC: No
Starter Edition: No
Media Center Edition: No
Slow Machine: No
Windows Directory: C:\WINDOWS
Installed plug-ins:
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Annots.api
Version: 21.1.20145.425325
Creation Date: 2021/03/06
Creation Time: 12:32:58 AM
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\IA32.api
Version: 21.1.20145.425325
Creation Date: 2021/03/06
Creation Time: 12:32:58 AM
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Updater.api
Version: 21.1.20145.425325
Creation Date: 2021/03/06
Creation Time: 12:32:58 AM

[Meenakshi Negi]

Hi Jeffry!

Thank you for reaching out.

We see that you are using the Acrobat DC version 21.1.20145, which is an old version.

Please try updating the application to the latest version 22.001.20169. Go to Help > Check for updates.

You may refer to the following help page to check the latest updates available: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html.

Let us know if the issue persists.

Thanks,

Meenakshi

[Jeffry252224259hv2]

I updated Acrobat DC as suggested but to no avail.
Additionally, PDF preview in Windows Explorer generates an error message
saying that "This PDF document could not be displayed." That occurs with
all PDF documents on my computer, even though I could preview them
previously. After updating and encountering these issues, I ran the repair
option under "Help" with no effect.
Here is the new system report:

Account Detail:
User Rights: Admin
User Account Control: Limited
Process Integrity: Medium
Profile Type: None
Acrobat Detail:
Sandboxing: Off
Protected View: Off
Captive Reader: No
Multi-Reader on Desktop Support: Off
Applications Installed:
Office Version: Office 2016 64-bit
Outlook Version: Outlook 2016 64-bit
Available Physical Memory: 7987692 KB
Available Virtual Memory: 3828600 KB
BIOS Version: HPQOEM - 1072009
Default Browser:
Default Mail: Microsoft Outlook
mapi32.dll
Version: 1.0.2536.0 (WinBuild.160101.0800)
Creation Date: 2022/06/15
Creation Time: 11:38:43 AM
Display Detail:
Screen Width: 3840
Screen Height: 2160
Number of Monitors: 2
Number of Mouse Buttons: 16
Has Mouse Wheel: Yes
Has Pen Windows: No
Double Byte Character Set: No
Has Input Method Editor: Yes
Inside Screen Reader: No
Graphics Card: Radeon(TM) RX 550
Version: 30.0.15002.1004
Check: Not Supported
Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat
DC\Acrobat\Acrobat.exe
Version: 22.1.20169.0
Creation Date: 2022/07/04
Creation Time: 9:34:28 PM
Locale: English (United States)
Monitor:
Name: Radeon(TM) RX 550
Resolution: 1920 x 1080 x 60
Bits per pixel: 32
Monitor:
Name: Radeon(TM) RX 550
Resolution: 3840 x 2160 x 59
Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows 10
OS Version: 10.0.19043
Page File Space: 24554492 KB
Processor: AMD64 Family 23 Model 1 Stepping 1 AuthenticAMD ~2994 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-09QMRBJ
Temporary Directory: C:\Users\rigel\AppData\Local\Temp\
Time Zone: Eastern Standard Time
Total Physical Memory: 16690172 KB
Total Virtual Memory: 4194176 KB
User Name: Jeff local acct
Windows Detail:
Tablet PC: No
Starter Edition: No
Media Center Edition: No
Slow Machine: No
Windows Directory: C:\WINDOWS

C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Annots.api
Version: 22.1.20169.0
Creation Date: 2022/07/05
Creation Time: 12:34:32 AM
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\IA32.api
Version: 22.1.20169.0
Creation Date: 2022/07/05
Creation Time: 12:34:32 AM
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Updater.api
Version: 22.1.20169.0
Creation Date: 2022/07/05
Creation Time: 12:34:32 AM

[Meenakshi Negi]

Please try once reinstalling the application. Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).

Reboot the machine and install the application from this page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

Check if that helps.

If the issue persists, please share the screen recording of the issue with us.

Thanks,

Meenakshi

[LeoGSX]

Turning off Enhanced security fixed my issue. Thank you

[josiahl85286225]

This did not work for me.