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

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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

Acrobat

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patricks78989376Correct answer

Participant

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

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steveb81499845

Participating Frequently

I am having exactly the same issue as decribed. This is affecting the way we do business and needs to be resolved. Has anyone heard anymore on getting this fixed or looked at switching to using other software to achieve the same result? We don't pay top dollars for an issue like this to be unresolved and with no response from support.

Thank you,

Steve

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scottb1979

Participating Frequently

Hi all

I've just had this exact same problem and just wondered if there was any update on a solution? I don't really want to have to delete and recreate my user if possible.

This is an extremely urgent issue and is affecting company processes for me and other members of my team.

Thank you!

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steveb81499845

Participating Frequently

I have tried deleting and receating, still same problem. Adobe Support said they were manully provisioning the account on the back-end and it would fix it. It still isn't fixed, no response from them as to if they have provisioned it as yet. A lot of money to spend on a prodcut that doesnm't function. I have also noticed a lot more crashes in last few weeks when simply opening a PDF....

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patricks78989376

Participant

Also running into same issue. Any resolution?

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bustereyes

Participant

We are experiencing a similar issue where we get an authentication error when we try to use the adobe sign entitlement with in the Adobe DC application. Has anyone resolved this?

Thanks,

Jon

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