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In Acrobat DC when I click add signature the whole window turns grey

New Here ,
Nov 05, 2020

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When I click on Add Signature, the whole screen goes grey. You have to hit esc to get it to go back. 

I've tried uninstalling and reinstalling. 

Acrobat DC version 20.0

Mac OS Mojave Version 10.14.5

TOPICS
Crash or freeze, Edit and convert PDFs, General troubleshooting, PDF forms, Security digital signatures and esignatures

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In Acrobat DC when I click add signature the whole window turns grey

New Here ,
Nov 05, 2020

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When I click on Add Signature, the whole screen goes grey. You have to hit esc to get it to go back. 

I've tried uninstalling and reinstalling. 

Acrobat DC version 20.0

Mac OS Mojave Version 10.14.5

TOPICS
Crash or freeze, Edit and convert PDFs, General troubleshooting, PDF forms, Security digital signatures and esignatures

Views

101

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Nov 05, 2020 1
New Here ,
Oct 16, 2020

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I have opened a PDF file that has been sent to me for my signature.

 

I click on Fill & Sign, scroll down to the correct page, click on 'Sign' and then click on 'Add New Signature' - and the screen goes dark.

 

I can't go back, I can't close Acrobat and I end up having to Force Quit.

 

It is the same result on any PDF that I open.

 

Does anyone have any ideas?

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Oct 16, 2020 0
Adobe Employee ,
Oct 16, 2020

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Hi Peterm

 

We are sorry for the trouble. As described you are unable to add the signature to the PDF file as the screen goes dark.

 

Would you mind sharing the screen recording or a screeshot of the issue for a better understanding?

 

Have you got the PDF file via Adobe Sign? If yes, please try to clear the cache of the web browser and try again. Also, you may try with a different web browser and check.

 

If you have got the PDF as an email attachment, try to download the PDF to your computer locally and then try to sign the PDF using fill and sign tool . Also, make sure you have the latest version 20.12.20048 installed. Go to Help > Check for Updates.

 

If it still doesn't work, please try to repair the installation (Windows Only) and reboot the application and check. Go to Help > Repair Installation.

 

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.
Note: Turning off the ptotected mod may possess security risks, please turn on the security after testing.

 

If it still doesn't work, please 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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Oct 16, 2020 1
Community Beginner ,
Nov 18, 2020

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I have the same problem exactly. The recommendation to remove preferences and restart the application does not work. None of the recommended remedies works. To reproduce on Catalina or Big Sur, open Acrobat Pro DC, create a fresh document. Select the signature tool. Select Add Signature. The entire document goes dark grey, and you can't do anything with the document. There is no option presented to add a signature or initial at that point. There is only one way out, which is to select Esc on your keyboard. Please offer a solution, or log this as a bug in engineering and notify me when there is a new version that fixes the problem.

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Nov 18, 2020 0
Adobe Employee ,
Nov 19, 2020

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Hi Jjosell

 

Hope you are doing well and sorry for the trouble.

 

Would you mind sharing the version of the Mac OS and Adobe Acrobat/Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 20.13.20064 installed. Go to Help > Check for Updates.

 

Are you on personal or work computer?

Please try to switch to different network available (Wifi, Mobile, hotspot) and  reboot the comouter once and check if that helps.

 

If it still doesn't work, please try to create a new test user profile on your computer or enable the root account in Mac and try using the application and check.

 

If you are using the Mac OS Big Sur, please check the compatibility here: https://helpx.adobe.com/acrobat/kb/mac-os11-big-sur-compatibility.html

 

Hope this information will help

 

Regards

Amal

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Nov 19, 2020 0
Community Beginner ,
Nov 19, 2020

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Hi Amal

 

I have experienced the problems starting with Catalina and now Big Sur.  I am always up to date on my Adobe products. Acrobat I'm on 2020.013.20064. This is my personal computer. It happens whenever Adobe has a pop-up window. When the signature drop down opens, if you try to add initials, it will give you the grey screen and hitting escape is the only way to get out of it. Same with sending the doc in email. I have to save the doc to do that and add manually to an email outside of Adobe. Nothing else has worked.

 

 

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Nov 19, 2020 0
Amal. LATEST
Adobe Employee ,
Nov 19, 2020

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Hi there

 

As a quick workaround you can login to https://documentcloud.adobe.com/ and go to Fill and Sign and create new Signature/Initial. Once done, come back to Acrobat and launch Fill and Sign app on a PDF and wait for some time. The newly created signature/initial should get synced to your application.

 

Regards

Amal

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Nov 19, 2020 0
Adobe Employee ,
Nov 05, 2020

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Hi,

 

Thanks for reporting the issue and we are sorry for the inconvenience caused. Can you provide some more details : 

 

1. Complete version of Acrobat. Go to Acrobat pro DC > About Acrobat Pro DC. Share the complete version number.

2. To ensure that you are on the latest version, try Help > Check for updates.

3. Are you able to access the Save As Dialog. Open a PDF > Go to File > Save As.

 

As a quick workaround you can login to https://documentcloud.adobe.com/ and go to Fill and Sign and create new Signature/Initial. Once done, come back to Acrobat and launch Fill and Sign app on a PDF and wait for some time. The newly created signature/initial should get synced to your application.

 

Please provide the above information so that we can debug this issue. Let me know in case of any queries.

 

Regards,

Sandeep

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Nov 05, 2020 0
New Here ,
Nov 06, 2020

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Version 2020.013.20064

Yes, I can access the Save As. Dialog.

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Nov 06, 2020 0
Adobe Employee ,
Nov 10, 2020

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Can you please try signing out and then again signing in to Acrobat? Also are you able to access the options present under the Next button in Fill and sign?

 

-sandeep

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Nov 10, 2020 0
New Here ,
Nov 19, 2020

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I'm also having this problem with Adobe Acrobat Reader 2020.012.20048. I click "Add signature" and the whole screen turns 50% opaqueness gray as if an interstitial pop up is supposed to appear, but none does. This is on Mac OSX 10.15.7

I tried the workaround, but the signature page on https://documentcloud.adobe.com/ won't allow me to upload a jpg.

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Nov 19, 2020 0