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A
Anton5E7F
Participant
December 7, 2020
Question

Digitally signing PDF with certificate on smart card - Adobe Acrobat freezes

  • December 7, 2020
  • 1 reply
  • 2965 views

I'm using Adobe Acrobat 20, Gemalto smartcard, IDPrime

I open 2 PDF documents, digitaly sign the first document, everything is OK.

I try signing the second document, while the first is still open and adobe freezes at the point where i should enter the PIN for the smartcard.

If i close Acrobat after every signature everything works OK for every document.

I tried reinstalling Acrobat and IDPrime, deleted all folders associated with both programs, tried it on different local profile, nothing seems to work. Tried all that bacause on the second PC it all works as intended under identical situation (same software, same versions). Something obviously happened on this single PC that it stopped working and i cant find the reason. Any help/idea would be appriciated.

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    1 reply

    Amal.
    Amal.
    Legend
    December 8, 2020

    Hi Anton,

     

    Hope you are doing well and sorry for the trouble. As described, signing the second document, while the first is still open and adobe freezes at the point where you should enter the PIN for the smartcard.

     

    As mentioned, the application is working fine under identical situation  on a different machine.There are some steps that we can try:

     

    1. If the file is stored on a shared network/drive, please try to download the documents to your computer locally and then try to open them and sign also do check for any missing/pending update for the smartcard device and try updating it.

     

    2. You may also try to turn off the protected mode for testing (Windows Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'enable protected mode at start up' turn off the protected mode and uncheck enhanced security > click OK and reboot the computer.
    Note: Please turn on the security after testing to avoid security risks.

     

    3. You may also try to create a new test user profile on your computer or enable the root account on Mac and try using the application there and check.

     

    Regards

    Amal

    A
    Anton5E7FAuthor
    Participant
    December 8, 2020

    Hello Amal and thank you for response.

    I did all of your suggestions before posting the original post.

     

    I dont think that the problem is related with smartcard, since I use other applications that require access to smartcard for authentication and there is no problem for using it multiple times in a row. The problem is just in Adobe Acrobat. Its weird. I also used Adobe Cleaner Tool in hope it would clean some registry entry that would be causing the problem, no luck.

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