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Fill & Sign loading signature

New Here ,
Oct 24, 2016

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I have continue to encounter this issue even after signing in and signing out, uninstalling and reinstalling, and restarting everything multiple times.  I open a file to edit as I have done many times previously.  When attempting to use the Fill & Sign function in Acrobat Pro DC, the fill text and stamps work fine but he Sign options do not load.  The Adobe 4 squares sit there and spin forever, and the side bar says "retrieving your information."  Tried taking the issue through chat support, which was highly unresponsive and ultimately unsuccessful.  Please advise.

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Fill & Sign loading signature

New Here ,
Oct 24, 2016

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I have continue to encounter this issue even after signing in and signing out, uninstalling and reinstalling, and restarting everything multiple times.  I open a file to edit as I have done many times previously.  When attempting to use the Fill & Sign function in Acrobat Pro DC, the fill text and stamps work fine but he Sign options do not load.  The Adobe 4 squares sit there and spin forever, and the side bar says "retrieving your information."  Tried taking the issue through chat support, which was highly unresponsive and ultimately unsuccessful.  Please advise.

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Oct 24, 2016 0
Adobe Employee ,
Oct 24, 2016

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How long has this been going on?  Can you try again now?  There were some issues with the Document Cloud that could have affected this today. 

Thanks,

Josh

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Oct 24, 2016 0
New Here ,
Oct 25, 2016

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Josh,

First noticed this happening last week.  I uninstalled and reinstalled the program which seemed to help for about a day.  However, the issue has persisted for about 5 days.  Continues this morning.

Thanks

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Oct 25, 2016 0
New Here ,
Oct 25, 2016

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Hi kyoder770,

Sorry fro the inconvenience caused to you. Can you please provide the following details :

1. Version of your Acrobat/Reader. Go to Help > About Acrobat/Reader.

2. What is the OS version you are using ?

3. Does a similar thing happens if you try to access Fill and sign app form cloud.acrobat.com ?

4. Have you tried the same workflow with some other PDF file or does it happen with every PDF file ?

Thanks and Regards,

Sandeep Grover

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Oct 25, 2016 0
New Here ,
Oct 27, 2016

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1.

2. Windows

3. No.  The cloud app works

4. Occurs on any and all PDFs.

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Oct 27, 2016 0
Adobe Employee ,
Dec 01, 2016

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Hi kyoder770,

Sorry for the delay in reponse.

The issue has been resolved in October update patch.  If you are still experiencing this issue please try to check if there are any pending updates.

Let us know if you have further questions.

-Tariq Dar.

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Dec 01, 2016 0
New Here ,
Dec 07, 2016

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I have the exact same problem, and unfortunately is is not resolved with the latest version for me.

...

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Dec 07, 2016 0
Adobe Employee ,
Dec 07, 2016

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Hi Fuji-san,

What steps you already have take to troubleshoot this issue?

Would you let us know the below details:

1. Name and version of the operating system?

2. Is it your personal machine or Work machine connected to domain?

3. Current version of Reader installed?

Let us know and will try to suggest the remaining troubleshooting steps, if any pending.

-Tariq Dar

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Dec 07, 2016 0
New Here ,
Dec 08, 2016

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Hi Tariq,

thank you for the swift response!

I did restart Acrobat, or looked for updates, I opened different documents, but it was all the same.

to answer your questions about the details:

1. I am working on a MacBook Pro, MacOS Sierra version 10.12.1

2. it's my personal machine

3. I am working with Adobe Acrobat DC 2015 Release, the lastest version as far as I know

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Dec 08, 2016 0
Adobe Employee ,
Oct 26, 2016

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Hi kyoder770,

Sorry for the inconvenience caused to you. Can you please provide the following details :

1. Version of your Acrobat/Reader. Go to Help > About Acrobat/Reader.

2. What is the OS version you are using ?

3. Does a similar thing happens if you try to access Fill and sign app form cloud.acrobat.com ?

4. Have you tried the same workflow with some other PDF file or does it happen with every PDF file ?

Thanks and Regards,

Sandeep Grover

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Oct 26, 2016 0
Adobe Employee ,
Dec 01, 2016

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Hi Kyle Yoder,

1. Does this also happen with other applications like Save As Dialog, Send and Track, Send for Signature etc.?

2. When the loading screen appears , go to Task Manager and check whether a process named "AcroCEF" is running or not? Is it in a hanged state? If yes right  click on the process and create the dump file.

3. Kindly share the contents of these two locations :

      For 64 bit machine go to :

    • C:\ProgramFiles(x86)\<Reader/Acrobat installation>/WebResources/Resource0
    • C:\ProgramFiles(x86)\<Reader/Acrobat installation>/AcroCEF

      For 32 bit machine go to:

    • C:\ProgramFiles\<Reader/Acrobat installation>/WebResources/Resource0
    • C:\ProgramFiles\<Reader/Acrobat installation>/AcroCEF

Regards,

Sandeep

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Dec 01, 2016 0
New Here ,
Oct 16, 2017

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has this been resolved , I had the ability to Sign a PDF , But now i am getting the same error , retrieving your information.

do you think its linked to the cloud ?

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Oct 16, 2017 0
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