Signature Verification Error

New Here ,
Dec 15, 2020

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I am not certain what to name this error, so I haven't been able to find an answer through various searches, but when trying to open two documents each with a single digital signature, I get the messages seen in the attached images.  Then there will be an overlayed message (in the bottom right) indicating that Reader is verifying the signatures with a progress bar that doesn't move and Reader will freeze.  I have tried this on two other computers with Reader installed and they both instantly open the files and verify the signatures almost immediately.  

 

Any help in identifying or solving the issue would be much appreciated.

TOPICS
Crash or freeze, Security digital signatures and esignatures, View PDF, Windows

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Adobe Employee ,
Dec 15, 2020

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Hi Michael

 

Hope you are doing well and sorry for the trouble. As described you are getting the error indicating that Reader is verifying the signatures with a progress bar that doesn't move and Reader will freeze.

 

Would you mind sharing the version of the Adobe Acrobat Reader DC you are using? To check the version go to help > about Acrobat and make sure you have the latest version installed. Go to Help > Check for updates.

 

Its it still doesn't work, please try to repair the installation (Windows Only) from the Help menu and reboot the computer once

 

If it still doesn't work, please try to reset the preferences to default as described in the help page https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

 

If it still doesn't work, please try to turn off the protected mode for testing (Windows Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' , Turn off the protected mode and uncheck enhanced security > Click OK and reboot the computer once.
Note: Please turn on the security after testing to avoid security risks.

 

If it still doesn't work, please create a new test user profile in Windows  or enable the root account in Mac with full admin rights and try using the application there and check.

 

Regards

Amal

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New Here ,
Dec 16, 2020

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Hi Amal,

Thank you for the suggestions.  I have been using the latest version of Reader DC downloaded directly from Adobe's site (2020.013.20074).  I had uninstalled Reader completely and reinstalled it with a fresh installer twice during this process, but that did not change the behavior.  Uninstalling also did not completely remove it as I found the Adobe updater was still installed.  I was planning to the use the Adobe Acrocleaner tool next to try and scour the software from the machine.  I will try the repair first.  

 

I thought I should also mention that the computer in question initially had the Extended Asian Language Font Pack installed, but this was the same on one of the other computers that had no issues opening the PDFs in question.

https://supportdownloads.adobe.com/detail.jsp?ftpID=6839 

 

If unsuccessful, I will follow the additional steps you listed.

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Adobe Employee ,
Dec 16, 2020

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Hi there

 

Please try the above suggested troubleshooting steps and keep us posted how it goes.

 

Regards

Amal

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New Here ,
Dec 17, 2020

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Ran repair, restart - no change

Reset preferences, restart - no change

Enhanced security changes, restart - no change

Tested alternate profile - no changes

Uninstalled, ran Acroclean Tool, restart, reinstalling to test if there is any change (this tool leaves a lot of files an folders behind for something that is supposedly removing the software completely)

 

One thing I've noticed is that on this particular computer is that the downloader takes a long time to start and finish the download and install.  I'm wondering if it is having some issue establishing connections to the Adobe servers and maybe this is related to the issues validating signatures.

 

My next step was to try the Acrobat Reader and Process Monitor tool to see if I could catch any more detail on the error(s).

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Adobe Employee ,
Dec 17, 2020

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Hi Michael,

 

We are sorrry to hear that the issue still persists.

 

Would you mind sharing the PDF file (causing this issue ) with us so that we can check it at our end for testing. Please upload the file to the document cloud https://documentcloud.adobe.com/link/home/ , generate the link and share it with us.

 

Regards

Amal

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Michael5C60 AUTHOR LATEST
New Here ,
Dec 18, 2020

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Hi Amal,

 

It turns out that won't be necessary.  I was able to look at the computer today and it is now opening the signed documents without issue (I had left it installing Acrobat Reader and hadn't been able to check on it).  

 

Thank you for your help.

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