Certificates Menu Unavailable

[deanna5FA3]

Can someone advise how to troubleshoot the Certificates menu bar being unavailable 'grayed out'? Some .pdfs will open with the functionality to apply a digital certificate and some will not. We do not see any pattern/relation as to the .pdfs that have certificates available and those that do not. 

thanks!

[Bernd Alheit]

May be that the files are protected or already signed.

[deanna5FA3]

To the best of my knowledge, the files are not protected. They are definitely not already signed either. 

[Bernd Alheit]

Can you share a sample?

[deanna5FA3]

Here are two screen shots - the first is of the 'certificates' toolbar that is greyed out/unavailable. We've narrowed the issue down to files with 'Appligent SecurSign 5.1.1' listed in the application. We're unsure of why files download with this 'app' for some users but not all. Other apps allow applying certificates.