Problem with annotations after document signing

[ArseniyPERV]

Good day!

Our employees sign documents with a personal digital signature issued by our internal CA. After updating to version 2022.003, a problem appeared. The employee signs the document and does not block it. Sends it to another person with mac os, who puts a resolution on the document and sends it back.

 The annotation is not visible on the returned document even if the signature is verified. But everything is visible correctly in browsers, and in Windows preview too. In the signature panel it says "Square annot on page 1" and an exclamation mark. In the document itself, you can only see the frame of this annotation. Please help me solve the problem

[ArseniyPERV]

In the older version I didn't have this problem. Version 2019.012.20040 the signature is immediately shown as valid and everything is displayed correctly. and I don't have exclamation mark in the signature panel and messsage "Square annot on page 1" 

[Amal.]

Hi @ArseniyPERV 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.06.20320 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

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

Let us know how it goes.

~Amal

[ArseniyPERV]

Good afternoon. Problem with any pdf files. The installation method has no effect. We installed it manually and via gpo. Resetting the settings doesn't help. User type has no effect.
By versions:
1. Version 2019.012.20040 works correctly. Everything is displayed.
2. Version 2023.006.20320 does not work.

The problem is that it sees the annotation, but does not display

[Amal.]

Hi there

Please try to remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html  , reboot the computer once and reinstall the application using the direct link https://get.adobe.com/reader/enterprise/ and check if that works.

~Amal

[ArseniyPERV]

Unfortunately this didn't help. Installing additional fonts also did not help. There is still an exclamation mark indicating the presence of an annotation. Adobe Reader sees it (highlights it in the screenshot) but does not display it.

[Amal.]

Hi there

Would you mind sharing the PDF file in question so that we can check it on our end?

~Amal

[ArseniyPERV]

Yes, sure. The problem only appears with annotations made on a mac like square and only if you sign the document with an electronic signature before doing so. If the document does not have an electronic signature, then everything is displayed correctly. Other annotations are displayed correctly.

[Amal.]

Hi there

Thanks for sharing the PDF file, I checked that it is created via a non Adobe application (Quartz PDF context). Please try to recreate the PDF file via Adobe Acrobat Pro and see if that helps.

~Amal

[ArseniyPERV]

Not certainly in that way. The original document was created in Adobe Reader, electronically signed in Adobe Reader, then opened on mac os using the default program (Quartz PDF context) and edited (a square annotation was added) and sent back. If you do not put an electronic signature in Adobe Reader, the annotation is displayed perfectly (a file without a signature) after editing in Quartz PDF context. In the old version (listed above) there were no compatibility problems between Adobe Reader and Quartz PDF context

[Amal.]

Hi there

I tried to digitally sign the unsigned PDF file that yo have shared and it is showing the annotation after getting signed.

When I check your signed PDF file i see that the digital signature is not in the trusted list of certificates and that the signature validity is unknown.

Please try to recreate the digital signature and sign the document and see if that works. To know how to create a digital signature please check the link https://helpx.adobe.com/acrobat/using/digital-ids.html

Regards

Amal

[ArseniyPERV]

I checked with a verified signature and this is what happens.
If you right-click on an annotation and select "Set status", a warning appears when you try to save it. I think this is the problem. I am attaching screenshots. Perhaps you have ideas... There is an abstract, but due to problems with the font it is not visible.

[Amal.]

Hi there,

This is an indication of a corrupt embedded font in the PDF file. Refer to the following community discussions, with the similar issue and see if that helps.

Adobe Reader DC: cannot extract embedded font "BKQYDZ+DejaVuSansCondensed"

Cannot extract the embedded font...

Cannot extract the embedded font error

~Amal

[ArseniyPERV]

Good afternoon, I have studied the articles you suggested, but unfortunately there is no solution in them except for the option of using third-party viewing tools. Perhaps this is not a damaged embedded font, but higher requirements for pdf files from adobe. After all, everything works correctly on the old version.

[Amal.]

Hi there,

For testing purposes, please try to create the PDF from the original source file via Adobe Acrobat Pro and see if that works.

Let us know how it goes.

~Amal