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V
vitor0D44
Participant
June 11, 2021
Question

assinatura digital

  • June 11, 2021
  • 1 reply
  • 746 views

Bom dia.

 

Há cerca de 11 dias troquei meu certificado digital e, desde então, estou tendo problemas para assinar documentos em PDF.

Sempre que assino um documento o PDF trava e preciso fechar o adobe pelo gerenciador de tarefas.

A minha versão é a 21.005.20048 e já tentei corrigir a instalação, sem sucesso.

Necessito urgentemente de auxílio pois trabalho muito com esta ferramenta.

Cordialmente,

 

Vitor Melo

This topic has been closed for replies.

1 reply

Meenakshi_Negi
Meenakshi_Negi
Legend
June 11, 2021

Hi Victor,

 

Thank you for reaching out and sorry for the trouble.

 

As you have already repaired the installation, try resetting the application preferences using the steps suggested in the following thread link: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082. 

 

You have mentioned above that you have recently added the digital certificate after which you are not able to sign documents. Could you please let us know what happens? Do you receive any error messages?

 

Also, as you are converting the document, PDF hangs. From which format file, you are creating the PDF? 

Does this happen with some particular file or with all?

Share the OS installed on the machine.

 

 

Thanks,

Meenakshi

V
vitor0D44Author
Participant
June 15, 2021
Hello There,

I don't know how to "reset de application preferenses", is there any other way to do?

After I sign my document using the digital signer tha document just freeze and I can't close it, unless I use the task manager.

Normaly I'm converting word documents in PDF documents.

Vitor Melo


Vitor Melo
A
Adobe Employee
absethi17096557
Adobe Employee
June 17, 2021

Hi @vitor0D44, 

 

Are you using Digital Signature on Acrobat or on Reader?

How are you digital singing the PDF via

  1. Self Signed Digital Id
  2. Windows Based Digital Id
  3. Smart Card 

Can you try once after disabling Protected Mode if you are able to sign or not?

 

Steps to disable Protected mode:-

Go to Preferences - > Security(Enhanced) - > Enable Protected Mode at Startup 

Uncheck the checkbox if it is checked.

 

If the problem is still not resolved, can you please check if CryptoComply is enabled for you? If yes, try signing after disabling it.

Steps to disable CryptoComply

Preference to check if CryptoComply is enabled or not can be viewed from

Go to Preferences - > Security - > Use SafeLogic CryptoComply

 

Can you share the hang logs with us for further investigation?

Steps to collect logs:- https://helpx.adobe.com/be_en/acrobat/kb/collect-logs-crash-freeze.html

 

Thanks,

Abhinav Sethi

 

 

 

 

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