Skip to main content
D
defaultr17miatnzefa
Participant
September 14, 2021
Answered

Authentication Failed in Adobe Acrobat Pro

  • September 14, 2021
  • 3 replies
  • 37766 views

I open my PDF in Adobe Acrobat Pro, request signature, add an email address, and click on "Specify Where to Sign", and I get "Authentication Failed".

    Correct answer MRVANV

    Hi, we also have this issue, do you have a timeline when this will be resolved?

    Regards
    Phil


    Hi All,


    This worked for me from Adobe Support:

     

    • Go to Account and security > Sign-in and security.
    • Turn off the Select my profile automatically option.

    Then Sign in to Creative Cloud and choose Business profile when prompted and then launch Acrobat from Creative Cloud. Try to use the try to use request signature function.

    Also, open  https://secure.echosign.com/public/login and sign in. Choose Business profile if asked and try to use request signature function.

     

    [https://helpx.adobe.com/enterprise/using/manage-adobe-profiles.html]

    CHOOSE THE APPROPRIATE BUSINESS PROFILE IN THE FOLLOWING CASES:

    To access Adobe business plan provided to you by an organization, for example Adobe Creative Cloud for teams or enterprise, Adobe Acrobat DC for teams or enterprise, or Experience Cloud.

     

    3 replies

    S
    studioaandc
    Participant
    October 4, 2021

    I am having the same issue.  Have attempted to restart, logged out and logged back in to Adobe Acrobat DC and still receiving the same error messsag.e

      M
      MRVANV
      Participant
      October 11, 2021

      Exactly the same issue being experienced. Busy with Adobe support at the moment for resolution.

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      October 12, 2021

      Hi there

       

      We are sorry to hear that. Please try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and try using the application there and check.

       

      If it still doesn't work please collect the process monitor logs (For Windows) as per the link https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html also collect the Adobe CC logs as per the link https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the logs with us as described in the help page https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

       

      Regards

      Amal

      D
      defaultfuqsne18t6si
      Participant
      September 28, 2021

      Same issue here - Authentication Failed all users in my office have the same problem. 

       

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        September 28, 2021

        Hi there

         

        We are sorry to hear that.

         

        Would you mind sharing the version of the OS and Adobe Acrobat DC you are using? To check the version go to help menu > About Acrobat and make sure you have the latest version 21.07.20091 installed. Go to Help > Check for updates and reboot the computer once and see if that works for you.

         

        We are here for help, just need more info.

         

        Regards

        Amal

        C
        Curtis Bellamy
        Participant
        September 30, 2021

        Our version of Adobe Acrobat Pro DC is 2021.007.20095 and we are running Windows 10

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        September 14, 2021

        Hi there

         

        Hope you are doing well and sorry for the trouble. As described, you are getting the Authentication Failed, error message while requesting the signature.

         

        Please try to log out of the application and reboot the computer once and relogin with the same Adobe ID and check if that helps.

         

        You may also try to request the signatures via Document Cloud here https://documentcloud.adobe.com/link/home/ and see if that works.

         

        Also  please check the correct answer marked in the similar discussion https://community.adobe.com/t5/adobe-sign-discussions/sending-document-out-for-signing-authentication-failed-message-after-clicking-specify-where-to-sign/m-p/12228423/thread-id/16818#M16978

         

        Let us know if you experience any trouble and need more help.

         

        Regards

        Amal

        C
        Curtis Bellamy
        Participant
        September 28, 2021

        We have the same issue as the OP. We tried the "solution" in your other posting and this did not work for us. After re-creating the user we still have the same issue Authentication Failed after specifying where to sign.

        Terms & ConditionsAccessibility statement
        Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices