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Saji285354256qsl
Participating Frequently
Nov 4, 2026 5:22 PM UTC
Question

Production Salesforce integration issue Business Impact: Agreements are created and sent successfully, but Agreement Events are not being written back to Salesforce Production. UAT remains unaffected.

Issue Details

  • Environment: Production
  • Started: Last Monday
  • UAT/Sandbox: Working as expected
  • Production: Agreement Events section remains empty
  • Adobe Account is linked successfully.
  • Automatic Status Updates are enabled.
  • Agreements are being generated and sent successfully via Conga Composer and Adobe Sign.
  • However, Agreement Events such as:
    • Agreement Created
    • Agreement Sent
    • Agreement Viewed
    • Agreement Signed
    are not appearing in Salesforce.

    9 replies

    Saji285354256qslAuthor
    Participating Frequently
    Nov 5, 2026 1:20 PM UTC

    thank you 

    The package version is same in UAT (sandbox)  and prod. attached screenshot for quick reference.the same in prod 

     

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    Community Manager
    Tariq Ahmad DarCommunity Manager
    Community Manager
    Nov 5, 2026 1:43 PM UTC


    Thanks for confirming Production is on the same package version as UAT, that rules out a version-specific issue, since UAT works fine on that same version. This points to something specific to the Production environment rather than the package itself.

    Two things to check next:

    Has the Automatic Status Update User received any failure notification emails, particularly around last Monday when this started? Acrobat Sign sends an email to that user each time it fails to push a status update back to Salesforce, and the email usually contains the specific error.

    In Acrobat Sign admin, under Webhooks, can you confirm the relevant webhook still shows as Active rather than Disabled? Acrobat Sign automatically disables a webhook if it stops receiving a proper acknowledgment, and this can happen quietly without an obvious error on your side.

    Either of these should point us to the actual cause.


    ~Tariq

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    Saji285354256qslAuthor
    Participating Frequently
    Nov 5, 2026 1:57 PM UTC
    1. There is no email notification 
    2. there is nothing under webhooks in adobe 

    3.  

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    Community Manager
    AnkitVermaCommunity Manager
    Community Manager
    Nov 4, 2026 5:37 PM UTC

    Hi ​@Saji285354256qsl,

    Thank you for reaching out. We understand how disruptive it is when agreements go out fine from Production but the Agreement Events aren’t coming back into Salesforce, especially with UAT working as expected.

    Here’s what we’d suggest checking in Production:

    1. On the Adobe Acrobat Sign Admin tab, re-run Enable Automatic Status Updates (Enable > Allow), even though it already shows as enabled. If the package was upgraded recently, the OAuth connection also needs to be refreshed from the setup wizard.

    2. Make sure the Salesforce user in that setup has the Adobe Sign Integration User permission set and is still active in both Salesforce and Acrobat Sign.

    3. Check for any triggers, flows or rules on the Agreement object or other Acrobat Sign objects. If there are any, temporarily disabling them and sending a test agreement will show whether they’re involved.

    Could you also confirm which package version is installed in Production compared to UAT, and whether anything changed in Production around last Monday?

    Steps here:

    Please let us know how it goes.

    Thanks,
    ^AV

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    Saji285354256qslAuthor
    Participating Frequently
    Nov 5, 2026 11:25 AM UTC

    Hi AV

    Thank you for your response.

    We have re-run Enable Automatic Status Updates, but the issue still persists.

    What I have noticed is that the agreement status is showing as Created instead of Out for Signature. Previously, when an agreement was created, the status would initially be Draft and then automatically change to Out for Signature. However, it is now changing to Created instead.

    Could you please help us understand why this is happening and advise on how to resolve it?

    Thank you for your assistance.

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    Community Manager
    Tariq Ahmad DarCommunity Manager
    Community Manager
    Nov 5, 2026 12:06 PM UTC

    Hi ​@Saji285354256qsl, 
     

    Thanks for confirming, this actually helps narrow things down. The agreement getting stuck at “Created” instead of progressing to “Out for Signature” points to the same root cause as the missing Agreement Events, both are driven by the same status-update mechanism between Acrobat Sign and Salesforce, so this isn’t a second, separate issue.

    Two things to check:

    Has the Automatic Status Update User’s Salesforce password changed or expired recently? If Acrobat Sign can’t authenticate as that user, status updates silently fail. That user also receives a failure notification email each time an update attempt fails, per Adobe’s guide on resolving agreement status not getting updated, worth checking that inbox for anything from around last Monday.

    In Acrobat Sign admin, under Webhooks, can you confirm the relevant webhook is still showing as Active rather than Disabled? Per Adobe’s Acrobat Sign for Salesforce troubleshooting guide, Acrobat Sign automatically disables a webhook if it stops receiving a proper 2XX acknowledgment, and this can happen without an obvious error showing up on your end.

    Also still waiting on: the package version comparison between Production and UAT, and whether anything changed in Production specifically last Monday (a password rotation, a permission change, an org setting), that timing lines up closely with when this started.

     

    Thanks,
    Tariq 

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