sign pro PDF Version 4

FAQs

---Installation and start-up---

Installation failed

Run the installer on Win 10 where sign pro pdf has not been previously installed. The installation wizard fails with the log file showing:

Error 0x800700e8: Failed to wait for child to connect to pipe.
Error 0x800700e8: Failed to connect to elevated child process.
Error 0x800700e8: Failed to actually elevate.
Error 0x800700e8: Failed to elevate.

Solution

The error sometimes occurs due to anti-virus software. Please check if anti-virus is active before running installer. If so, disable before re-testing.

The error has been encountered when running Avast Antivirus.
When the antivirus is disabled the installer works as expected.

The installation of sign pro PDF failed

Occasionally the sign pro PDF installer may fail with the following message:

The installation of sign pro PDF failed.
The installation failed due to one or more problems. For more information, see the file: log file

On examination of the log file error code 0x800f081e or 0x80070002 is found when installing NDP462-KB3151802-Web.exe, which is a Web installer for .NET framework 4.6.2.

sign pro PDF needs the .NET framework 4.6.2 and tries to install it. If it is already installed or a later version is present then the above error may occur.

Workarounds

  1. Install the .NET framework 4.6.2 before installing sign pro PDF.
  2. Uninstall it (if already installed) and then re-install it after sign pro PDF if the sign pro PDF installer fails to install it.

---Licensing and usage---

Why is the default Licensing Mode not restored after uninstall/reinstall?

The default Standard License is not restored after applying an Enterprise license, then uninstalling and reinstalling the application.

Solution

The license is stored with other settings in a configuration file user.config in the user's hidden AppData folder, for example:

C:\Users\John.Smith\AppData\Local\Wacom\Sign_Pro_PDF.exe_Url_igtiubau4uwtwrhohq5zt1pkyv0afibn\4.1.3.0

The application is designed to retain the user settings (including the license). This avoids settings being lost when a different user uninstalls then reinstalls the application

No valid signature capture licence found

See the Signature SDK FAQ on the same subject

The signature registration component is not licensed

After upgrading from sign pro PDF version 3.5 to version 4 the following error message may appear when trying to capture a signature:

The signature registration component is not licensed

This situation can occur if a licence key for version 3.5 had been installed in the registry and has subsequently expired. Its location is as follows:

HKEY_LOCAL_MACHINE\SOFTWARE\{Wow6432Node\}Wacom\signpro\Licence

Version 4 might detect the licence, try to use it and recognise that it has expired.

Solution

Remove the 3.5 licence key from the registry
Uninstall version 3.5 (if still installed)
If necessary, uninstall and re-install version 4.

Signing failed

When trying to sign a document the following error message may appear:

Signing failed
No capture service available. Unable to find a functioning digitizing
tablet or any other device for capturing signatures.

Solution

Ensure that a signature device is connected to the local PC, i.e. the computer on which sign pro PDF has been installed.

  • If using an STU device (e.g. a 430 or 540) then make sure that the STU driver is installed.
  • If using a DTU or similar Wacom pen display tablet the Wacom tablet driver must be installed.
  • If using a Wacom-supported touch-screen device the Wacom Feel Driver must be installed.
  • If using a device which is not operated using Wacom hardware such as a touch-screen digitizer or pen then a special RTS licence for sign pro PDF must be obtained from Wacom Sales.

If sign pro PDF is being accessed on a remote server via RDP then third-party USB forwarding software must be used to forward the pen data over the network - the only way round this is to use a signature pad which operates serially - there are two possibilities:

  • STU-430V
  • STU-540 (which can be switched into serial mode)

For more information please see our FAQs on: 430V Serial Set-up and 540 Serial Set-up

--- General ---

How can I create new documents for sign pro PDF?

The application is installed with a dedicated Windows printer driver labelled 'sign pro PDF' for example:

Printers & scanners

  • open any document you wish to sign in its associated application (word processor, spreadsheet, web page etc.)
  • use the application's menu commands (usually File...Print) to print to the "sign pro PDF" printer. Note: don't use toolbar print buttons or 'Quick Print' commands as these usually print immediately to the default printer without the opportunity to select the "sign pro PDF" printer
  • the sign pro PDF printer will generate a PDF version of your document and open it in the sign pro PDF application ready for signing

Display the name and reason for signing on the PDF

Is it possible to include the name and reason for signing in the signature image which is captured on the PDF?

Answer

Unfortunately this is not possible with version 4 of sign pro PDF.
It was possible with version 3.5 which can be downloaded here

The selected certificate has expired

When I try to sign a document I get an error message saying that the selected certificate has expired

Answer

You can generate a new certificate by going to Settings -> Key Certificate -> Create New

Document display will not scroll

The vertical scroll bar has no effect on the document display, only the thumbnail page images to the left of the document display?

Answer

An investigation found that there is a bug in an Intel CPU/GPU combination.
The bug is reported on the Intel tracker:
https://community.intel.com/t5/Graphics/Iris-Xe-and-AWS-Workspaces/td-p/1244351

Until an updated Intel driver is available, force WPF to use software rendering to resolve this issue:

https://docs.microsoft.com/en-us/previous-versions/dotnet/netframework-4.0/aa970912(v=vs.100)?redirectedfrom=MSDN

Add a new DWORD set to 1 to fix the issue:

Software rendering

Using the STU-540 with sign pro PDF in serial mode

How do I configure sign pro PDF to work over a serial connection with the STU-540 on-board images i.e. in signature mode?

Answer

  1. Download the Serial Connection Utilities

  2. Open a command prompt and change to the directory where you downloaded the utilities.

  3. Ensure that the STU-540 is in in HID mode by running query from the command line. If query fails to produce any output then either the 540 isn't plugged in or it is in serial mode.

    If you suspect it is in serial mode run getserialports from the command line.
    This should produce an output like this:

        COM5    virtual

You now know that the 540 is running on virtual COM port COM5 so you can convert it to HID mode as follows:

        serial2hid COM5 128000

  1. Upload your required images to the 540 using the Image Uploader

  2. Create a configuration file containing settings which exactly match the values used in your image upload.
    The easiest way of doing this is to use the File -> Save option in the Image Uploader itself.

  3. Use the hid2serial conversion tool to switch your STU-540 back to serial mode.
    This is just a matter of typing hid2serial at your command prompt.

    Run getserialports to find out which COM port the 540 is running on (see 3 above).

  4. Create three registry settings in HKEY_LOCAL_MACHINE\SOFTWARE{WOW6432Node}Florentis\sd as follows:

    stuSigModeConfig (type REG_SZ).
    This setting must contain the absolute path of the configuration file on your PC followed by a number as explained here:

    https://developer-docs.wacom.com/faqs/docs/q-sig/howto-upload-540#signature-sdk-api

    stuBaudRate (type REG_DWORD) This must be set to a value of 128000

    stuPort (type REG_SZ) This must be set to the virtual COM port on which the 540 is running e.g. COM5

    Here is a sample screenshot of the registry settings: STU-540 serial registry settings

    If the registry key sd doesn't already exist under HKLM\SOFTWARE\{WOW6432Node\}Florentis then please create it first.

  5. Open sign pro PDF and sign a document in the usual way.
    NB: sign pro PDF will fail to capture a signature if used in Trial mode - you must use either Standard or Premium mode.

Embedded fonts cannot be removed once inserted

General Settings include this option which can be on or off:

  • Insert fonts in your PDF document

Note that the setting has no effect on a previously saved PDF and the file size will not be reduced by turning the option off.

Japanese character limitation

Japanese Hiragana and Katakana characters entered in a text field are stored but not displayed correctly.
This is a known issue in version 4.2.0.5 and will be fixed in a future version.
(internal ref: SPP4W-1157)

Open on Display function does not work correctly with Wacom for Business 10" DTU-1031X & DTU-1031AX devices

We have identified an incompatibility with the DTU-1031AX and the Open on Display function in our sign pro PDF application (v4.x).

Symptom: The window opened on the display doesn't get sized correctly due to the smaller resolution.

Resolution: This specific feature does not work with the DTU-1031AX due to its smaller resolution. We would recommend using a compatible Wacom for Business device with higher resolution or explore other options with the Wacom for Business group.

← ContentsUser Guides →