Trying to send a document for e-signature. Keep getting the following 'Authentication Error' message. I have checked that I have Adobe Pro. My IT people have suggested asking on this forum how to correct this issue.

Hi, I’ve tried both Web and App.  This is a new function for me and I haven’t managed to send one document for signature yet, due to the error messages. If I’m on Web I get the following message 

I will reach out to the IT with your suggestion and appreciate the help you’ve given so far.

​Hi @Peaceful_calmness92d1,

Hope you are doing well, and thanks for reaching out. We are sorry for the trouble you are experiencing.

A few quick things that'll help narrow this down:

•  Are you sending this from the desktop Acrobat Pro app, or from the browser (Acrobat web)?

•  Has sending for an e-signature ever worked on this account before, or is this the very first attempt since the license was set up?

Here's what usually fixes this "Authentication failed" error, plus a couple of things that'll help narrow it down further if it doesn't:

1. Sign out completely, restart your computer, then sign back in. If you're prompted to choose a profile, pick the Business/work one rather than letting it choose automatically.

2. Try sending the same document for signature from the Acrobat web app https://adobe.ly/4y7chX3  instead of the desktop app. If it works there but not on the desktop, that tells us the issue is isolated to the desktop client rather than the account itself.

3. Since your IT team manages the license, ask them to check in the Adobe Admin Console that your account shows as fully "Entitled" for Acrobat Sign specifically (not just Acrobat Pro); sometimes the Sign entitlement can get stuck as "Pending" separately from the Acrobat license. Adobe's sign-in troubleshooting steps are here if useful: https://adobe.ly/3UhwdaY 

Let us know how it goes. 

~Amal