Adobe Acrobat Sign - Receiver is stuck on processing document

Question

Hi yall, hope you guys can help me with this issue. I have a user that was sent a document and they are intending to sign it. However after clicking on "continue", a pop out appears that says "document processing".

User has told me they tried waiting for an hour and it was still processing.

I've tried different browsers, incognito mode, clearing the cache. No luck. They tried the link on their mobile device and it gives the same thing.

Another user was able to sign without issue so I'm not really sure whats going on with this particular user.

Any help will be appreciated. Thank you!

Meenakshi Negi · Answer

Hi kamal_5037,

Thank you for reaching out, and sorry about the delay in response.

If the issue occurs with a particular recipient, please check if this happens with this specific document. Ask the recipients if the other documents are open without any problems.

If the issue occurs with all documents, we would require the recipient's email address in the private message to check the account entitlement. You may send a private message using the envelope icon at the top right corner of this community page.

Thanks,

Meenakshi

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