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ArseniyPERV
Participating Frequently
October 4, 2023
Question

Problem with annotations after document signing

  • October 4, 2023
  • 2 replies
  • 11006 views

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

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    2 replies

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 5, 2023

    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-default/td-p/4792082

    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

      A
      ArseniyPERVAuthor
      Participating Frequently
      October 9, 2023

      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.
      Community Manager
      Amal.Community Manager
      Community Manager
      October 13, 2023

      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

      A
      ArseniyPERVAuthor
      Participating Frequently
      October 4, 2023

      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" 

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