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Question

We have several users that are unable to use Adobe Sign. The error they receive is always the same and is represented by the picture shown.

I have tried:

Uninstalling and reinstalling Adobe and Creative Cloud Apps
Removing the Product from the user and then adding it back
Logging out of and back into Creative Cloud
Logging out of and back into Document Cloud

Having said all of that and reading extensively online, I believe the issue pertains to our setup.

I work at a university and we have the Higher Ed version of Creative Cloud All-Apps. For this, our Organization is AICUO - UniversityName. When they removed Adobe Sign from that package, we bought licenses for Adobe Sign. When they were delivered, they came in under a new organization, UniversityName IT. The same email address is used for both organizations.

Please tell me if this can and does cause problems.

-Russell

Russell Dobbins · Answer

Naturally, I figured out the issue after I sent to question.

When a user is provisioned for Adobe Sign they are sent an email to accept the invitation. If they don't click the link on the email invite, they will never have permission to send anything for signature. I finally was able to determin that the three users having the issue had ignored the email and just went into Acrobat assuming they had access.

Everyone is working as desired now.

-Russell

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