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hectorba
New Participant
July 24, 2019
Question

Unable to validate signatures on document created with DocuSign

  • July 24, 2019
  • 3 replies
  • 11311 views

Hello,

I have a PDF with digital signatures that was signed with DocuSign. I can validate the signed document and everything looks good when I use https://validator.docusign.com/ However when I open the document with Acrobat Reader DC the signature validation does not succeed, and I'm wondering why. Under the signature I see the following: "Signature is invalid: There are errors in the formatting of information contained in this signature". When I click on validate signature I get the following error message: "Error during signature verification. Error encountered while validating: Internal cryptographic library error. Error Code: 0x2711".

Any ideas on how to investigate the exact cause for the error?

Thanks.

HB

    This topic has been closed for replies.

    3 replies

    C
    Clive Jacques
    New Participant
    February 22, 2021

    I downgraded to the previous version of Acrobat Reader DC: 2020.013.20064 and everything is back to normal.

    S
    Sunil6C13
    New Participant
    February 11, 2021

    This exact same problem has come up with reading Docusign document. The issue has come up with the latest update to the Acrobat 2021.001.20135!!

    Please assist.

      D
      defaultil16k85nzofi
      New Participant
      February 15, 2021

      we are having exactly the same issue now with the new version of Adobe, have you had any luck fixing it?

       

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      August 6, 2019

      Hi Hectorba,

      Apologies for the delay in response, I hope you would be able to fix it by now.

      If the problem still persists, please refer to the link shared with you via private message.

      Regards,

      Amal

      H
      hectorbaAuthor
      New Participant
      August 7, 2019

      Thanks for your reply Amal. Unfortunately the suggestion to locally install the certificates needed to validate the signer's trust chain did not work. The document I'm validated has two signers: one is a customer that uses a certificate issued by TeleSec PKS eIDAS QES CA 1 and the second is DocuSign. The second signature can be validated but not the first. I'm attaching screenshots so you can see the problem.

      This is for the customer signature, issued by TeleSec PKS eIDAS QES CA 1 which has a certification path installed on my local PC.

      Any ideas?


      Thanks.
      Hector

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      August 8, 2019

      Hi

      I am sorry to hear that the problem still persists, you may please try the troubleshooting steps in the links below:

      I hope this will help, let us know the result

      Regards,

      Amal

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