Digitally Sign fonts messed up

New Here ,
Aug 23, 2021 Aug 23, 2021

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When some people at my work attempt to sign documents in adobe acrobat reader DC their names is unreadable. I think I have tracked down the problem to a font but I'm not sure how to fix it. 

 

sign1.png

It seems the problem computers do not embed the font into the PDF when signing but the working computers do. No matter how much I search I have not had any luck finding out how to fix this. I have even reinstalled a few times.

pdfFont.pdf.png

 

Has anyone seen this before?

 

Thank you

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General troubleshooting , Security digital signatures and esignatures , Windows

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Adobe Employee ,
Aug 24, 2021 Aug 24, 2021

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Hi Zack

 

Hope you are doing well and sorry for the trouble. As described the digitally sign fonts are messed up.

 

The signature will be shown correct when the Fonts is embedded in the Source Document. Would you mind sharing how the document was created?

 

Please check the steps shared in the correct answer marked in the similar discussion https://community.adobe.com/t5/acrobat-reader/error-in-the-appearance-of-the-digital-signature/m-p/1... and see if that works for you.

 

Regards

Amal

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New Here ,
Aug 24, 2021 Aug 24, 2021

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It does not matter how the document is created. We have made PDFs with CAD software, With Microsoft PDF printer, and I have also tested lots of other random PDFs from all over.


The problem starts when the users in question digitally signs and adobe reader saves off a new copy of the document. For some people the font gets embedded during that process and everything works perfect. For other people it’s not embedded and it fails. Like in the screen shot above.


Both working and broken adobe acrobat readers DC installs are of the same version on all the computers as well. "2021.005.20060"


I have also confirmed that the exact same steps are being followed to sign the document. (Edit > Manage Tools > Certificates > Open > Digitally Sign > Highlight area and click sign)


So I’m at a loss. I can’t find anything that is different.


An interesting notes: If someone with a working install signs a document first then the people with the non-working installs can sign just fine because at that point the font has already been embedded.

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Adobe Employee ,
Aug 25, 2021 Aug 25, 2021

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Hi there

 

We are sorry to hear that. As correctly said, The signature will be shown correct when the Fonts is embedded in the Source Document.

 

Have you tried the steps shared in the correct answer marked in the similar discussion shared earlier?

 

Regards

Amal

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New Here ,
Aug 25, 2021 Aug 25, 2021

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I looked at your link but I don't think it applys to us because we are not making PDFs from Word or Power Point. These files are already PDFs when we get them.

 

From my testing it looks like adobe reader itself should embed the font when signing. I have looked at the fonts on PDF documents before and after signing and that seems to be the case with most people. Just for some reason on other computers that is not happening.

 

Is there an option somewere that I can't find that turns this off and on?

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Adobe Employee ,
Aug 26, 2021 Aug 26, 2021

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Hi Zack

 

We are sorry to hear that the issue still exists. As mentioned its working fine on the other computers, you may try to reset the Acrobat Preferences as described in the help page- https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... 

 

You may also try to create a new test user profile with full admin rights in Windows or enable the rooot account in Mac and try using the application there and check.

 

Regards

Amal

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New Here ,
Aug 30, 2021 Aug 30, 2021

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I did not have any luck with this. I renamed the folders so that new ones would be made and I even reinstalled adobe reader.

 

I have not been able to make a new user profile yet. I will try that the next time I am in touch with the user.

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Adobe Employee ,
Aug 31, 2021 Aug 31, 2021

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Hi there

 

We are sorry to hear that. Please try to test the application in the test user profile as described above and let us know how it goes.

 

Regards

Amal

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