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Acrobat DC shows grey screen starting Sign process

New Here ,
Jul 17, 2020

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Some of my users have just started to experience this within the last 24 hours or so.  They open a PDF in Acrobat DC, click Fill and Sign, specify email address and message, click Specify Where to Sign, the doc uploads and then it just sits at a grey screen.

I have made sure that Acrobat DC and Creative Cloud are fully updated, signed out and signed back in with no change.  Web version of Sign seems to work fine but not when working in Acrobat DC.

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Comment review and collaborate PDF, PDF forms, Security digital signatures and esignatures

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Acrobat DC shows grey screen starting Sign process

New Here ,
Jul 17, 2020

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Some of my users have just started to experience this within the last 24 hours or so.  They open a PDF in Acrobat DC, click Fill and Sign, specify email address and message, click Specify Where to Sign, the doc uploads and then it just sits at a grey screen.

I have made sure that Acrobat DC and Creative Cloud are fully updated, signed out and signed back in with no change.  Web version of Sign seems to work fine but not when working in Acrobat DC.

TOPICS
Comment review and collaborate PDF, PDF forms, Security digital signatures and esignatures

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499

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Jul 17, 2020 0
Adobe Employee ,
Jul 17, 2020

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Hi there

 

We are sorry for the trouble. As described the fill and sign screen sits on grey screen

 

Would you mind sharing the version of the Adobe Acrobat /Reader DC the users are using? To check the version go to Help > About Adobe Acrobat DC
Make sure they have the latest version 20.009.20074 installed/ Go to Help > Check for Updates.

 

You may also try to turn off the protected mode for testing and see if that helps. Go to Edit (Windows), Adobe Acrobat/Reader DC (Mac) > Preferences > Enhanced Security  > Turn off the protected view and uncheck the Enhanced Security > Click OK and reboot the computer and check.
Note Please turn on the security after testing.

 

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

 

Keep us posted with the results

 

Regards

Amal

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Jul 17, 2020 0
New Here ,
Jul 17, 2020

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When I checked earlier, Acrobat Pro said it was up to date.  I did go ahead and check it and the version I had was 19.x.  I manually uninstalled via Creative Cloud and then reinstalled.  The newly installed app was version 20.x and worked properly.

Now my question is - why didn't Creative Cloud update my installation of Acrobat Pro to version 20 if that's the latest version out?  Also, is there an easier way to update to version 20 than a full uninstall of version 19 and then installing 20 via Creative Cloud??

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Jul 17, 2020 0
Adobe Employee ,
Jul 17, 2020

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Hi there

 

We are glad to hear that the issue got fixedby updating the application to the new version.

 

There could be may reason to why the application didnt updated. For more information you may take a look at the help article https://helpx.adobe.com/in/acrobat/kb/update-errors-acrobat-reader-windows.html

 

Also, you may update the application manually using the patch from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

 

Regards

Amal

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Jul 17, 2020 0
New Here ,
Jul 20, 2020

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I’ve got the same problem. Am using version 20.009.20074.

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Jul 20, 2020 0
Amal. LATEST
Adobe Employee ,
Aug 09, 2020

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Hi there,

 

We are sorry to hear that.

 

Pease try to repair the installation (For Windows Only) Go to Help > Repair Installation.

 

you may also try to reset the preferences to default as described here: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

 

Let us know how it goes

 

Regards

Amal

 

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Aug 09, 2020 0