I can't sign documents

[jacobc16251458]

I can't sign a document since I uppgraded from a free user to paying customer.

When I press the sign button it is just thinking and nothing is happening.

If i sign out from my account I can sign agian.

[AnandSri]

Hello Jacobc,

We are sorry to hear this that you are not able to sign a PDF document after upgrading to a paid account.

I have checked the records with your current Adobe ID which you have used to sign-in on Adobe forums and found that you have an active subscription to Adobe PDFPack services, this service gives you the ability to:

• Convert documents and image files to PDF
• Combine multiple documents into one PDF
• Export PDFs to editable Word, Excel, PowerPoint, or RTF formats
• Fill and sign PDF forms fast with smart autofill
• Get signatures from others, then track and manage responses
• Send, track, and confirm delivery of important documents
• Store and share files online
• To access the services, use the URL https://cloud.acrobat.com/convertpdf

For detailed information, you can refer to Adobe article FAQ | Adobe PDF Pack

Try signing the PDF file through the URL https://cloud.acrobat.com/exportpdf using a browser like Chrome, or Firefox, or Safari.

If you are using the freeware Adobe Reader and not able to sign the PDF document, please sign out and sign back in Adobe Reader using the current Adobe ID and password, then check for any pending updates of Adobe Reader from help>check for updates, reboot the machine and try signing the PDF again.

Make sure that you have completed the Profile details in Adobe Reader, Click on Fill&Sign>Settings on the top right corner of the Right-hand tool pane. Fill personal data from the right-hand panel. In the panel, your personal information is displayed. Some of the fields are populated for you based on your Adobe ID, which you can edit.

Have you tried signing any other PDF file or is it specific to one PDF file? Is the PDF file throwing any error message while signing?

Is it a PDF form? What is the dot version of Adobe Reader installed? To identify refer to Identify the product and its version for Acrobat and Reader DC

Is it a Mac or Windows machine?

Let us know how it goes and share your findings.

Regards,

Anand Sri.

[jacobc16251458]

Hello again,

I do not have any updates pending and it affects all PDF-files.

My profile won't load on the right hand side either. It just says "Retreiving your information".

I am running it on a windows machine and dot version is

[AnandSri]

Hello Jacobc,

Thank you for sharing the details. Please disable the Protected Mode once and try signing any PDF file, navigate to Adobe Reader's Preferences from Edit>Preferences>Security(Enhanced)>Uncheck "Enable Protected mode at startup">Click OK.

Is it possible to connect the machine to a different network environment like a guest wireless network or to a mobile hotspot? Or for testing purpose, try signing the PDF file on your mobile device through the link https://cloud.acrobat.com/fillsign or thorugh the mobile Adobe Reader app.

If the issue still persists in the desktop application, then use Acrobat cleaner tool to remove Adobe Reader from the machine and reboot the computer  Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Then install Adobe Reader back from Adobe - Adobe Acrobat Reader DC Distribution

Let us know how it goes and share your findings.

Regards,

Anand Sri.

[jacobc16251458 · Accepted solution]

Connecting to a different network worked well.

Thank you!

[AnandSri]

Glad it's working now and you are back on track. Feel free to update this discussion for any further assistance.

Regards,

Anand Sri.

[michaelc35826312]

HI,

I cannot sign documents. When I press the 'sign' icon with the little pen it just stays grey and nothing happens. When I used to do it. it would drop down and show my signature and I would drag it to where it needs to be.

Now nothing happens. Please help!!!

[amandar31047182]

I'm needing to sigh documents for progressive insurance documents