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Digital Signature Disappears When Opened In Acrobat Pro

New Here ,
Aug 31, 2020

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Our business office is experiencing the following issue.

 

When a signed PDF is emailed to her, the signure disappears when she opens it in Acrobat Pro. The signature is displayed in the preview feature in Gmail so we have determined it IS there. But when it's downloaded and opened in Acrobat it is no longer displayed. The document was signed in Acrobat Pro, emailed to the Business office, downloaded then opened in Acrobat Pro. It is here where the signature is no longer showing as it shows in the email preview.

 

I then had the user send me the PDF and the signature displays in my email preview, but once I open it, it no longer displays. I attempted this on two different computers in both Acrobat Pro and Adobe Reader DC. All applications are up to date. We are running MacOS Catalina 10.15.6 on all computers. Unsure of what could be causing this and why the signature would show up when we view the file in the Gmail preview but then be cleared when opening it in Acrobat Pro/Reader DC on our end.

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PDF forms, Security digital signatures and esignatures

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Digital Signature Disappears When Opened In Acrobat Pro

New Here ,
Aug 31, 2020

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Our business office is experiencing the following issue.

 

When a signed PDF is emailed to her, the signure disappears when she opens it in Acrobat Pro. The signature is displayed in the preview feature in Gmail so we have determined it IS there. But when it's downloaded and opened in Acrobat it is no longer displayed. The document was signed in Acrobat Pro, emailed to the Business office, downloaded then opened in Acrobat Pro. It is here where the signature is no longer showing as it shows in the email preview.

 

I then had the user send me the PDF and the signature displays in my email preview, but once I open it, it no longer displays. I attempted this on two different computers in both Acrobat Pro and Adobe Reader DC. All applications are up to date. We are running MacOS Catalina 10.15.6 on all computers. Unsure of what could be causing this and why the signature would show up when we view the file in the Gmail preview but then be cleared when opening it in Acrobat Pro/Reader DC on our end.

TOPICS
PDF forms, Security digital signatures and esignatures

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Aug 31, 2020 0
Adobe Employee ,
Aug 31, 2020

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Hi Mljones,

 

We are sorry for the trouble. As described the signature is not displaying after sharing the file via email to a different user.

 

Is this a behavior with a particular PDF file or with all the PDFs? Please reboot the computer once and try with a different PDF file and check. If its a file specific issue please share the file with us for testing.

 

Also make sure you have the latest version 20.12.20043 installed for Adobe Acrobat/Reader DC. Go to Help > Check for Updates.

 

Also, go to View > Show/Hide > Navigation Panes > Signatures and see if this brings up the signatures in the PDF file.

 

For testing Purposes: Please try to open the PDF in a web browser (Chrome) and check if the signature is visible there.

 

What is the workflow/steps you are doing to share the signed PDF file? Please try to share the file using the share options available in Acrobat top right corner as shown in the screen shot below:

 

Capture.PNG

 

 

 

For more information about sharing the PDF files please look at the help page https://helpx.adobe.com/in/acrobat/using/sharing-pdfs.html

 

Let us know how it goes

 

Regards

Amal

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Aug 31, 2020 0
New Here ,
Sep 10, 2020

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Thanks for the response. We have tried rebooting, it only happens with one specific file though just just reported it happening again with a different file, I verified they are on the latest version of Adobe. I'd be happy to share the file for testing. What's the best way to share it?

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Sep 10, 2020 0
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Most Valuable Participant ,
Sep 10, 2020

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You can attach it to the original message using the tiny paperclip icon at the bottom when you edit it, or upload it to a file-sharing website (like Dropbox, Google Drive, Adobe Cloud, etc.), generate a share link and then post it here.

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Sep 10, 2020 0
Engaged ,
Aug 31, 2020

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Was this actually signed in Acrobat, with an Acrobat signature method? If the SigFlags entry in the AcroForm dictionary is not set properly (bit position 1 set) Acrobat/Reader will think there are no signatures, and none will be displayed. 3rd party previewers don't look at that bit.

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Aug 31, 2020 0
Most Valuable Participant ,
Aug 31, 2020

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A digital signature isn't a mark on a page, and it's very important not to trust or look for any marks, because they can be faked in seconds. Look instead at the Signature panel (left hand side). Has the signature vanished from this panel?

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Aug 31, 2020 0
Most Valuable Participant ,
Sep 01, 2020

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Make sure you never open the file in an application like Apple Preview or inside a browser window.

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Sep 01, 2020 0