Adobe Freezing When Using Fill & Sign

[issaacr]

I've seen countless posts all the way back to 2020 about this issue while searching the Adobe community and it's hard to believe this is still an issue after 5+ years of users reporting the exact same issue.

Several users in our office, including myself, are unable to use the fill & sign tool. After clicking "Sign Yourself" then clicking "Add Signature," Adobe greys out and freezes. It acts as if you're supposed to see a popup or a new window but nothing happens even after letting it sit for a while. The only way to close Adobe at this point is to kill it with task manager.

We're alll using Adobe Acrobat Standard (64-bit) version 25.001.20813 on Windows 11 PCs.

I've done all the suggested troubleshooting from multiple past posts including the following:

• Signing out and signing back into my Adobe Account.
• Updating Adobe to the latest & greatest.
• Repairing Adobe.
• Uninstalling Adobe using the Adobe Cleaner Tools and reinstalling.
• Uninstalling then deleting all folders and files in C:\Users\irickenberg\AppData\Local\Adobe, C:\Users\irickenberg\AppData\LocalLow\Adobe, C:\Users\irickenberg\AppData\Roaming\Adobe, C:\Program Files\Adobe, C:\Program Files (x86)\Adobe, C:\Program Files\Common Files\Adobe, sd well as C:\Program Files (x86)\Common Files\Adobe, deleting the Adobe folder in HKEY_CURRENT_USER\Software & HKEY_LOCAL_MACHINE\Software from the registry. Then reinstalled.
• Deleting acrobat_fss_signature_initials, acrobat_fss_signature_initialsi, & acrobat_fss_signature_initialsk from %AppData%\Adobe\Acrobat\DC\Security.
• Protected View is turned off.
• Use modern user interface is unchecked in Creation and Appearance Preferences.
• I've played with settings in Verification and Identities & Trusted Certificates in Digital Signatures settings. No luck after turning off each setting seperately.

Please do not suggest I do any of the above again or any simple "turn it off and back on" solutions. If support or any users have suggestions that have not been mentioned, please share.

[creative explorer]

@issaacr have you thought to replace the 64-bit version with the 32-bit version? 

[issaacr]

Has this actually worked for you or are you just throwing out ideas? Why would 32-bit make a difference?

Don't mean to come off as rude; Just getting very, very tired of uninstalling/reinstalling Adobe. Companies (or really any paying customers) that pay tens of thousands of dollars for licenses every year shouldn't have to constantly uninstall and reinstall an application to fix constant issues.

[Meenakshi Negi]

Hi issaacr,

Thank you for reaching out, and sorry for the delay in response.

We are sorry to know that you are experiencing an issue with Acrobat.

Assuming the issue might have been resolved now. However, if you are still experiencing the issue, please ensure that you update the application to the latest version. You mentioned that you are using the Adobe Acrobat Standard (64-bit) version 25.001.20813. 

Please try updating the application to the latest version released recently. In Acrobat, go to Menu > Help > Check for updates.

If the issue still occurs, please try the troubleshooting steps sugested in the following help document: https://adobe.ly/3JY8g3w. 

If that does not help, please collect the logs using the diagnostic tool and share the log ID with us.

Let us know if you need any help.

Thanks,

Meenakshi

[issaacr]

We've been on version 25.001.20844 since release. This has not helped. Typically, an update doesn't help unless the update addresses a specific issue. This specific issue has obviously not been addressed for a lot of people.

The link you shared for the help document is broken. 

Can someone actually look into this instead of throw out a broken link to a help document that most likely suggests all the troubleshooting steps I've listed in the original post.

[AnandSri]

Hello @issaacr

I hope you are doing well, and sorry for the trouble.

The Adobe employee shared the correct URL; however, the auto-addition of the punctuation broke the redirect. Please try the suggestions from this URL: https://adobe.ly/3LFUC5E

If you have already tried all the steps and suggestions from the help article and previous responses, then please collect the logs and share them with us for further investigation. To collect the logs, download and run the Log Collector tool. Ensure that you select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us.

Thanks for your cooperation.

Regards,

Anand Sri.