Encrypt with Password no longer available for document

[Jennifer25694833gmi3]

Hi all,

I work with sensitive information and regularly send documents containing CUI.  I store the pdf on my computer, and then:

• fill it out,
• sign with digital certificate
• protect with password 
• send via email for others to sign

Suddenly, the option to encrypt with password is greyed out.  I received an error message when trying to encrypt with password.  Doesn't matter if the document is filled out, or a new blank copy.  It is says 

It is not signed.  

My question is, why did this suddenly change?  Why can I not protect this document with a password any longer?  

Thank you so much for your help!!

[Meenakshi Negi]

Hi Jennifer25694833gmi3,

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

Please ensure that the document is not secured using the certificate. You may check that under the document properties. Open the PDF in Acrobat and go to Menu > Document Properties > Security. Share the screenshot of the options selected there. Also, check if the issue occurs with other documents? 

You may refer to the information in the following help document: https://adobe.ly/4mMycww. 

Let us know how it goes.

Thanks,

Meenakshi