Acrobat DC shows grey screen starting Sign process

New Here ,
Jul 17, 2020 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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Adobe Employee ,
Jul 17, 2020 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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New Here ,
Jul 17, 2020 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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Adobe Employee ,
Jul 17, 2020 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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New Here ,
Jul 20, 2020 Jul 20, 2020

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

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Adobe Employee ,
Aug 09, 2020 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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New Here ,
Mar 21, 2021 Mar 21, 2021

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I have the same problem.  Creative Cloud says my Adobe Acrobat is up to date, I've followed instructions to create a self signed certificate. When I try to digitally sign a documet it jsut gives me a greyed out window.

 

Adobe Acrobat error.jpg

 

 

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Adobe Employee ,
Mar 22, 2021 Mar 22, 2021

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Hi Nick

 

Hope you are doing well and sorry for the trouble. Is this a behavior with a particular PDF file or with all the PDFs that you try to digitaly sign? Please check with a different PDF.

 

If the PDF form is stored on a shared network/drive, please download and save it to your computer first and then try to apply the digital signature and check. Also, please logout of the application and reboot the computer once and re-login and check if that helps.

 

Please make sure that you have the latest version 21.01.20145 installed Go to Help > Check for updates. You may manually download the patch using the link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and reboot the computer once.

 

Also please try to sign the PDF online https://documentcloud.adobe.com/link/home/ and see if that works for you.

 

Regards

Amal

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New Here ,
May 10, 2021 May 10, 2021

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Same problem here. And acrobat is at 135 and will not update through Creative cloud!

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New Here ,
May 13, 2021 May 13, 2021

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We have found that Acrobat won't jump major versions using Creative Cloud.  I had users that were on Acrobat 20 and would say they are fully updated.  However, if you manually removed Acrobat and then let Creative Cloud reinstall it, they would then get version 21.

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New Here ,
Jun 04, 2021 Jun 04, 2021

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I am experencing the same issue, when I try to sign a document a grey screen appears over the document but it won't allow me to sign the document. I am using version 21.

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Adobe Employee ,
Jun 09, 2021 Jun 09, 2021

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Hi Jesse

 

We are sorry to hear that. Please logout of the application and reboot the computer once and relogin with your Adobe ID and password and check if that works. Also make sure you have the latest version 21.05.20048 installed. You can manually download the patch from the link - https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

You may also try to sign the documents online here https://documentcloud.adobe.com/link/home/ and see if that works for you.

 

Regards

Amal

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