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defaultc2r3sq7ekvh3
Participant
Aug 4, 2021 1:18 PM UTC
Answered

Sending Document Out for Signing: Authentication Failed Message after Clicking Specify Where to Sign

We recently acquired two Acrobat Pro DC lincenses for users who need to send documents out for signing.  As the Team administrator, after doing the installation on each user's workstation, we did some testing.  After selecting the Send a Document out for Signing option, a form pops up as shown in the attached docuement.  After selecting the document to send for signing and selecting the email address of the users who need to sign the document, the next step is to click the "Specify Where to Sign" button.  Upon clicking this button an error message "Authentication Failed" appears in the lower left corner of the form.  The user is not allowed to proceed any further.

 

QUESTION:  What is the meaning of this "Authentication Failed" message?  And, what is the remedy for resolving this issue?  

 

Thank You,

Dale

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    patricks78989376Correct answer
    Participant
    Aug 26, 2021 2:16 PM UTC

    After working with Adobe support, the fix for our issue was to delete and re-create the user in the Adobe Admin Center.

    View reply

    25 replies

    Joseph31726699efas
    Participant
    Jul 25, 2024 3:35 AM UTC

    I just had this issue and found that the reason was one of our security applications blocking outgoing calls from adobe to adobe.demdex.net, api.echosign.com and cloudfront.net. Once they were allowed and Adobe was restarted the error was resolved.

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      Tom38939428ib3n
      Participant
      Aug 1, 2024 1:20 PM UTC

      Hi Joseph,

       

      Did you find that this change needed to be done on your Marshal service (or equivalant software that monitors and filters traffic via proxy servers) in the form of a rule, or was it on your firewall that sits behind and takes receipt of traffic from the proxy servers?

      Kind Regards,

      Tom

       

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      itd76322527
      Participant
      Jul 4, 2024 9:52 PM UTC

      Had the same issue. Phoned Adobe support and there was something wrong on the Adobe backend which they fixed. Needed to test e-signing on Acrobat.Adobe.com first and then test it from the Adrobat Pro application

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      Jessica37367064r0wk
      Participant
      May 13, 2024 6:07 PM UTC

      Experiencing the same issue: getting the authentication failed error message. In reading the comments, it doesn't seem to be fixed. 😞 😞 😞

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        mariahweyne
        mariahweyne
        Inspiring
        May 13, 2024 9:06 PM UTC

        Sounds like an entitlement issue.  It can be resolved.  See attached.

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        Meenakshi_Negi
        Meenakshi_Negi
        Legend
        May 14, 2024 10:33 AM UTC

        Hi Jessica37367064r0wk,

         

        Thank you for sharing the information.

         

        I have checked your account with the email address used to sign in here on the community page. It shows as inactive.

        Please confirm if you are using the same email address or the alternate. Have you made any recent changes to the account?

        Let us know if you need any help.

         

        Thanks,

        Meenakshi

         

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        Michael35684611yli6
        Participant
        Feb 26, 2024 12:03 AM UTC

        How do you solve this issue?  Help.

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          Beth25990231t761
          Participant
          Sep 6, 2022 11:36 PM UTC

          Hello Guys, I found the reason that causes this issue, when you have a private account exact with the same email registered you need to change that email first and then add a security group for creating a federated account on AD, and in this case cause on Adobe site there is no more account with the same email it won't show you the Verification error message.

           

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            Katie Hayne
            Participant
            Oct 31, 2023 4:13 AM UTC

            This fixed it for me. Our university moved to a new license and I didn't realise I had two accounts.

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              Allen-O
              Participant
              Dec 8, 2021 9:24 PM UTC

              Hello,

               

              I just ran into this issue and I wanted to advise of what worked for us. My user had a personal account that was using his company email. When signing in he would get the option to use "Personal" or the "Company" account. even though selecting company he would get the Authentication Failure. All of the other suggestions (Reinstall and delete account) did not resolve. He then had the idea to delete the company account, sign in to the personal and change the email associated to that account. We then created the company account again and the issue was resolved. I hope this helps for those still running into this issue.

               

              Allen O

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                defaultehqx7rgxp0wy
                Participant
                Nov 8, 2021 8:29 PM UTC

                Having the EXACT same issue, except its multiple accounts, including my admin account. I tried deleting and recreating one of my users but its still happening to them. Hoping this gets a fix soon.

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                default0c10a33eu7gg
                Participant
                Dec 2, 2021 12:08 PM UTC

                I was having the same issue & found that if i logged into their adobe account on another laptop it worked. So I used the Adobe cleaner tool on the users laptops that was having the issue and it is now resolved https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

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                  camerong11395779
                  camerong11395779
                  Participant
                  Oct 15, 2021 2:37 PM UTC

                  I had the same issue with one of our users. An additional symptom was, from the document cloud site https://documentcloud.adobe.com/link/tools/?group=group-sign, under Sign a couple of the options that should have been available were missing, such as the "Create a Template" option. 

                   

                  I tried logging the user out/in several times and checked all the apps under their account etc and everything looked correct.

                   

                  As a last recourse before calling Adobe, I deleted the user from our list of accounts as mentioned by @patricks78989376 and recreated their account. The user then re-logged in using the business Google account and from that point forward everything has been working as expected. I have no explanation for it.

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                    emilijak29219194
                    emilijak29219194
                    Participant
                    Oct 13, 2021 12:12 PM UTC

                    I have the same issue. No word from Adobe Support?

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                    Alrewas Hayes
                    Participant
                    Sep 26, 2021 5:49 PM UTC

                    We are experiencing the same issue. We use it for all of our contracts and have a back log of clients wanting to sign. Can we have a fix or else we will need to use another application.

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                      Warren Leung
                      Participant
                      Sep 28, 2021 5:28 PM UTC

                      We also have the same issue. We tried deleting the user in question as the answer stated and after re-creating the user we still get Authentication failed when trying to request signature.

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