Sign is failing to deliver documents to signers when docs contain non-signature fields

We have had repeated failures getting documents to route to signers whenever there are any non-signature fields defined in the docs.  Posts on this topic are outdated, and the recommended solutions are not available in the current version fo Acrobat.  The online chat reps were very inattentive and unhelpful (long pauses between replies...are they playing TikTok videos or something?)  How can we solve this?