Adobe Reader: eSign

Report · Feb 18, 2019

Adobe Reader will not eSign a document. It worked at one time. When you try to eSign it goes to a black screen and freezes the adobe application.

[Title edited by moderator for clarity. Was “Adobe Reader”]

Report · Feb 19, 2019

Hello Garym,

I am sorry for the trouble you had while signing the PDF file using Adobe Reader. What is the version of Adobe Reader installed on the machine? To identify, refer to Identify the product and its version for Acrobat and Reader DC

Are you on a Mac or Windows machine and what is the version?

Are you using Adobe Fill&Sign feature to sign the PDF file or the Certificate-based signature?

Are you experiencing the freeze issue while signing all the PDF files or is it specific to one PDF file?

Is it possible to post a screenshot of the black screen you get while signing the PDF file? To post a screenshot, please refer to https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

We're here to help, just need more info.

Thanks,

Anand Sri.

Report · Feb 20, 2019

Are you on a Mac or Windows machine and what is the version? Windows and the version is Server 2012 R2

Are you using Adobe Fill&Sign<https://na01.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.proofpoint.com%2Fv2%2Fur...> feature to sign the PDF file or the Certificate-based<https://na01.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.proofpoint.com%2Fv2%2Fur...> signature? We are not using Fill&Sign. We use the certificate-base.

Are you experiencing the freeze issue while signing all the PDF files or is it specific to one PDF file? When signing any PDF

Below is the screen shot, I have to hit ‘ESC’ key to end the application.

Thank You

Gary Massey | Server Engineer, IT Systems

[Personal contact info removed - Please remove from your signature if using email to respond]

Report · Feb 21, 2019

Any update?

Thank You

Gary Massey | Server Engineer, IT Systems

[Personal contact info removed - Please remove from your signature if using email to respond]

Report · Feb 21, 2019

Hello Garym,

I am sorry for the trouble and for the delayed response, we've not received any screenshot as an attachment in your previous response.

To attach a screenshot, please take help from the article https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

What is the version of Adobe Reader installed? To identify, refer to Identify the product and its version for Acrobat and Reader DC

Check for any pending updates from help menu of Adobe Reader>select check for updates. Reboot the machine if possible and check.

Install the latest patch available 19.010.20098 Out of cycle update, February 21, 2019

Thanks,

Anand Sri.

Report · Feb 21, 2019

The picture was in the email, so didn’t add it as an attachment.

Thank You

Gary Massey | Server Engineer, IT Systems

[Personal info removed by Mod: Phone number, email id, address]

Report · Feb 23, 2019

garym68239614 wrote
The picture was in the email, so didn’t add it as an attachment.

Hi Gary,

Attachments are stripped out of email automatically. Use the insert image button in a forum window or use copy and paste. Thank you!

~ Jane

Report · Feb 25, 2019

Report · Feb 25, 2019

The screen shot is what happens when you try to esign. I then have to use esc to be able to close adobe.

Report · Feb 25, 2019

Are you on a Mac or Windows machine and what is the version? Windows Server 2012 R2

Are you using Adobe Fill&Sign feature to sign the PDF file or the Certificate-based signature? Certificate based signature

Areyou experiencing the freeze issue while signing all the PDF files or is it specific to one PDF file? Any PDF that requires a signature

Report · Feb 25, 2019

I have added the requested information.

Thank You

Gary Massey | Server Engineer, IT Systems

[Personal info removed by Mod: Phone number, email id, address]

Report · Mar 05, 2019

I have added the requested information and still haven’t got any help. This request is for my company. Is there another support number that I can have to contact someone to help me.

Thank You

Gary Massey | Server Engineer, IT Systems

Regional Management Corp.

[Personal info removed by Mod: Phone number, email id, address]

Report · Feb 22, 2019

Any updates?

Thank You

Gary Massey |

garym68239614:

This is a public forum. Your phone number and address have been removed to protect you from spammers, but please delete your signature line when responding by email. This is the fourth time it has been removed in this thread.

Report · Feb 22, 2019

You need to provide answers to the questions you were asked first.

Report · Mar 05, 2019

I am trying to get anyone to respond and get me to the right personnel for help. This forum format is not the best customer support. There is poor communication an no real way to track that someone is even looking into the issue.

Thank You

Gary Massey | Server Engineer, IT Systems

[Personal info removed by Mod: Phone number, email id, address]

Report · Mar 05, 2019

Hey Garym,

Sorry for the trouble you had. I will request you to remove the personal information from your signature i.e. phone number, email, etc. while posting/adding your query on forums.

From the screenshot shared above, it seems that you are not signed in with your Adobe ID, please close Adobe Reader, launch it and sign-in with your Adobe ID and password and try signing the PDF form using Fill and Sign. Make sure you have entered all the details required in Fill and Sign i.e. Name, email address etc.

If you experience any issue, close the application, launch it, and check for any pending updates from help menu>select Check for updates, reboot/log off if possible and try again.

Repair the installation files of Adobe Reader from help>repair installation and reboot if possible.

For testing purpose: Disable 'Protected Mode at startup' and 'Enhanced security' from Edit>Preferences>Security(Enhanced)>Click OK, restart the application and check.

Note: Disabling the Protected mode and Enhanced security is only for testing purpose, please enable it back.

let us know how it goes and share your observation.

Thanks,

Anand Sri.

Report · Mar 05, 2019

Thanks for responding back. I may be talking with the wrong support, how do I get to enterprise support? My company believes that we have enterprise license and I can’t find the information and need help to see if we can locate the information. The problem is effecting people on a server that is running 2012 R2. So, is there a number that I can call?

Report · Mar 06, 2019

Hello Garym,

I have shared the detailed by direct message, please check the email inbox.

Thanks,

Anand Sri.

Report · Mar 06, 2019

You have not at any time been "with support", this is a community forum. (Some of the people replying happen to have been Adobe staff, which is nice). There is no formal support for Adobe Reader or Acrobat Reader as they are free, even to enterprise customers. (If you find otherwise please let us know). You can report bugs here: Feature Request/Bug Report Form . No feedback is expected, this is more like putting a message in a bottle and hoping it reaches the right people.