Adobe sign crashing when using esign on tablets

[Self Storage28455914fs7x]

For the last couple of weeks acrobat sign has been crashing on our tablets . When we use a template and send for signature the customer can fill this in from there emails ok however when we try to get in person to sign using our ipad & android tablets the app will allow you to fill in 1 box but crashes when you click the second box.  All apps are upto date , they have been unistalled and reinstalled numeours times .  Any help would be appreciated before I have to find an alternative peice of software.  

[Meenakshi Negi]

Hi Self Storage28455914fs7x,

Thank you for reaching out.

Please let us know the Acrobat sign application and OS version on your iPad. Does this happen only when you take the signature in person? Or does it happen with a particular document? Could you share the screen recording so we can check it?

Thanks,

Meenakshi

[David38986883ouxk]

This is happening for me too. Acrobat Sign crashes when I go to sign in person. It will load what I sent for viewing, then when I hit the Fountain Pen Icon (sign), it will crash. Or if it's for another person that isn't me, then it will crash after agreeing "I Am Email@Email.com".

Happens on both Iphone and Ipad:

Ipad - 10th Generation

Model - MQ6T3LL/A

iPadOS 18.4

App - Acrobat Sign

iPhone

Model MPUA3LL/A

iOS 18.4

App - Acrobat Sign

Crashes on Every Document. The documents are being prepped through Acrobat on my Laptop, and sent via email in order to myself first, and to someone else next. They have Signature Fields, Signature Dates, and Initial Fields. I typically start with the E-Sign feature, add info to the PDF, then add names and emails, then specify where to sign with the fields I mentioned, and hit send. The sign on iPad feature worked for a year before these past few weeks.

[David38986883ouxk]

Apologies, meant to mention the App Version

iPhone and iPad are the same version - v3.29.90 (20250216.194011)

[Self Storage28455914fs7x]

Hi Meenakshi 

Thansk for your reply . Our android version is currently 5.0.5 ( 13943 ) and our ipad version is v3.29.90 ( 25250216.194011) 

I have uninstalled these apps on both machines numerous times and re installed to ensure we are upto date and still no joy  . This happens on every document on the inperson signing part of the app when we are trying to complete the paperwork it just closes . 

I was originally having the same issue as  David38986883ouxk who has replied however I deleted every template I had set up and started again wh...

I have attached a breif video that shows the issue on the ipad ( which is the same on the android )

I am about to close my adobe acount and move to another provide shorlty as this is now becoming a real issue for us.

Thanks 

Andy

[David38986883ouxk]

Hey Meenakshi Negi,

Is anyone going to fix this? I cannot sign documents on my iPad or iPhone. The app just crashes.

[Styron Square35938181b64q]

We are having the exact same problem on our ipads...when you choose the "sign in person" option, it will pull up the template...however ...when you being to enter data...the entire app crashes and shuts down...i have ensured that i am using the most updated version of the app and my ipad is also up to the most recent software upgrade...i have removed the app and re-installed, i have removed the templates and re-installed....we are currently looking at moving our ENTIRE operation out of Adobe because of this issue...is ANYONE going to address the from Adobe ????

[Self Storage28455914fs7x]

Hi it doesnt appear that adobe can be bothered to fix this . i spent almost an hour on the phone to thier supposed tech team for them to turn round and say sorry we cnt do anything with the tablet version despite me starting off saying i was having trouble with the tablet version . 

We have now started to move away form Adobe and after evaluation other programs are using Bold Sign for our documents . Works the same . 

[Mvalerio]

i had the same experience.. i am currently searching for a new program, you said you are tring bold? would love to hear your feedback. since we know they arent monitoring this thread if not we would have heard something about this issue, lets go right ahead and discuss good competitive program to leave adobe... (or maybe this will spark them to fix the issue.. lmao)

[Self Storage28455914fs7x]

Hi Mvalerio 

We have used bold for a number of years alongside Adobe.  We used to find adobe sign a slightly better program even though they both  are almost identical in filling and completing the forms . I struggled to find a prrogram that was as easy to use , Make templates for staff to complete easy and gave our customers the ability to complete the our leagl paperwork in our store if they didnt have access to their emails .  Bold sign gives us this where Adobe cant clearly be bothered to help resolve any issues .  I spent an hour on the phone with them to try and discuss the issue for them to say sorry we dont have anything to do with the Tablet / phone app . 

[Meenakshi Negi]

Hi Self Storage28455914fs7x,

 and Mvalerio,

We are sorry to hear about your experience with the support team.

We tried replicating the issue on our end, and it works fine. Please ensure that you are using the latest version of the application.

If the issue still occurs, please confirm the Signature field type used in the template or the document. Share the current Acrobat Sign and iOS version number on the device. We will get this checked.

Let us know how it goes.

Thanks,

Meenakshi

[David325192690tzi]

I'm still having this issue despite Adobe not being able to replicate on their end. Do you have a Personal unpaid profile and a Work paid profile?

That's the only thing I can think of that could be causing this, is if Adobe is running some form of subscription check and it's checking the wrong profile in the app.

[Mvalerio]

yup issues is def unresolved.

[Meenakshi Negi]

Hi David325192690tzi and Mvalerio,

We are sorry about the trouble caused.

Please confirm the signature field type used in the template or the form you use to get a signature in person. Also, please confirm if the issue also occurs on the document you receive for signature. 

We are trying to investigate this behavior. However, we will need more information. It would be really helpful if you could share a sample video of the steps you use to get a signature in person, and what happens. 

Please share the current version of the application and the iOS version on the device.

Thanks,

Meenakshi

[Self Storage28455914fs7x]

Hi we use all our documents from templates . we complete these with the customer and then ask them to sign on our ipad and table . when we open the adobesign app it either crashes straight away or crashes once they input in the first / second box.  all ourt versions are currently upto date as we have uninstalled these and reinstalled them numerous times. . 

If the customer opens the signature on there own email that they recieve this works perfectly this is just an issue with the tablet versions

[David38986883ouxk]

Hey Meenakshi,

I don't use templates typically. Our contracts get generated from In House software as PDFs, then I go into adobe acrobat for Windows to add Signature fields via the E-Sign feature. In E-Sign, first I type in some data, then I hit 'Request Signatures' and add form fields from there. The form field types used across all documents are:

- E-Signature

- Initials

- Recipient Name

- Date of Signing

- Text (Sometimes)

On iPhone and iPad when I click to sign for myself, or if I want to collect an in-person signature the app just crashes. I've recorded a sample of the behavior on iPhone and iPad, and attached it to this post. I hope you'll forgive that I used some black bars to cover up some sensitive data (my email, ect.). The email you see that I sent it to is a dummy email from 10minutemail.com. Please let me know if there is more I can do to assist with this issue, I would like to sell my company on using the Adobe Sign API, but the whole point is to use it to collect signatures in person, if that's not available, then we'll have to find some other way to do that. Just in case you're wondering, the app crashes when I generate Signable PDFs via the Sign API as well.

[David38986883ouxk]

Almost forgot: 

iPhone 14: IOS - 18.5, Acrobat Sign Version - v3.29.90 (20250216.194011)

iPad - iPadOS - 18.5, Acrobat Sign Version - v3.29.90 (20250216.194011)

[Meenakshi Negi]

Hi David38986883ouxk,

Thank you for the information.

Please allow us some time to get this checked.

Thanks,

Meenakshi

[David38986883ouxk]

Thank you so much!

[Self Storage28455914fs7x]

Has anybody had any luck in getting this resolved , Im still haveing real issues with this

[Meenakshi Negi]

Hi Self Storage28455914fs7x,

Thank you for reaching out, and sorry about the trouble.

The team is looking into this issue. Could you please share the Acrobat Sign and OS version on your mobile device?

Thanks,

Meenakshi

[Self Storage28455914fs7x]

Hi Meenakshi

This is really frustrating now .

The current Acobat sign version  on the ipad is V3.29.90 ( 20250216.194011)

the ios version is 16.7.11

The android version of Acrobat sign is 5.0.7 ( 13951 ) and the android os version is ( One ui version 7.0 ) android version 15 .

I have atached vidoes to show this happening . First one is the ipad , Second is the android . I have had to sligthy move to one side on the view as to hide contact details . 

Andy

[Meenakshi Negi]

Hi Self Storage28455914fs7x,

Thank you for sharing the information and video. We are sorry to hear about your experience with the application. 

We will share the information with the team and update you with the latest information.

We appreciate your patience.

Thanks,

Meenakshi

[David325192690tzi]

Huge news, I just successfully processed my first in person signature on my phone this morning in the last 6ish months. Update to app version 3.30.0 and see if it works!

Im cautiously optimistic about the update, and will update here if it breaks again!

[Self Storage28455914fs7x · Accepted solution]

I can confirm this update on the ipad ( apears ) now to be working finally . Just need to get the android version updated now to do the same.