Digital ID missing when creating new Certify Profile, but is visible in My Digital IDs

[Keith Kerwin]

We use digital signatures from Globalsign which correctly appear in the My Digital ID section. The previous signature has just expired, and so the related Certify profile now shows as expired and cannot be used - all as I would expect.

I have just renewed the digital signature, the new signature shows in My Digital IDs, and would now expect to create a new Certify profile to apply it to a document. In the certify profile wizard step 2 of 4 'Select Digital ID', the digital ID is not shown, in fact nothing is listed at all

So far I've upgraded from version 11 to version 13 - no change

Uninstalled and reinstalled version 13, using the clean-up tool in between - no change

I'm at a dead stop now and need help, please.