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Gerrit Jan22186785w44w
Participant
February 12, 2025
Question

Users lost Adobe Cloud data and Signing metadata (Agreements) after moving to different Organization

  • February 12, 2025
  • 1 reply
  • 215 views

Background:

We were forced with all of our accounts to move to a different Organization as something was wrong with the old Organization and Adobe was not able to correct this.

Adobe assured us that moving users to a new Organization would also move all the data to the new environment. But that didn't work.

Every user had to export files an libraries and import them in the new Organization.

Unfortunately there is no possibility to export Adobe Acrobat Agreements. Users also get messages that they are logged in to the new Organization and that the Adobe Sign license is for the old Organization.
The users are also unable to create new e-sign documents. So we're a kind of stuck.

 

We are urgently looking for a solution for the Acrobat running and historical agreements and e-signing. Preferably while retaining existing agreements.

 

1 reply

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
February 12, 2025

Hi @Gerrit Jan22186785w44w,

Thank you for reaching out. I’m sorry to hear about the challenges you're facing after migrating to a new Adobe Organization.  Below are some steps that may help resolve the issues, particularly in the context of Teams VIP licenses.

 

Adobe Sign License Issues:
Please ensure that all users have the correct licenses assigned in the new organization.
Users may need to sign out and sign back in with their updated organization credentials.
If users still see licenses associated with the old organization, reassigning licenses through the Adobe Admin Console might be necessary.
More details on managing Adobe Sign for enterprise can be found here: Adobe Sign for Enterprise.

 

Creating New E-Sign Documents:
If users are unable to create new e-sign documents, the issue could stem from license misconfiguration. Please verify that Adobe Sign licenses are correctly assigned to all affected users.
If there are document upload issues, check for error messages and ensure the files meet Adobe’s requirements. Flattening PDFs may help resolve common problems.
Check out the following documents:

 

Document Upload Error Guide

Agreement Creation Issues


Given the urgency of this situation, I recommend reaching out to Adobe Support for further assistance. As a Teams Admin, you can find details on how to contact support here: Adobe Support for Teams.

 

Hope this helps. Please let me know if there's anything else I can do to assist.

Regards,
^AN

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Gerrit Jan22186785w44wAuthor
Participant
February 12, 2025

Our problems are solved now. The majority of the users weren't migrated properly. 

An Adobe service agent stated that "the migration was not completed for these users from the backend so i just fixed that

some got migrated and some was still stuck under the migration so it fix it for them".
After logging out and in again, Signing works fine! Solved.

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
February 12, 2025

Hi @Gerrit Jan22186785w44w,

Glad to hear the issue has been resolved! Thanks for sharing the update!

Let us know if you need any further assistance.

Regards,
^AN

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