Copy link to clipboard
Copied
Hi,
We use the Admin console to administer our domain's user accounts and license assignments for Acrobat. We use Federated IDs with SSO to our Azure tenant. We don't use Adobe Sign or have any licenses for it.
Recently one of our Acrobat users was asked by an outside party (Not in our domain or tenant) to sign a document with Adobe Sign. When they tried to sign the document it brought up their federated login, asking them to sign in with their Azure credentials. From that they get an error "Something went wrong Please wait as we work to fix this problem, then try again. If the problem persists, contact customer service." with a single button "Go back to sign in".
In the end the users agreed to use a different platform to sign that document so I can't continue troubleshooting with that account, but I'd like to permit the use of Adobe Sign if it's something we need to explicity allow. Is this issue because we don't have any Adobe Sign licenses? Is there a setting in the admin console to allow Adobe Sign with our Federated IDs, or should a different tenant's signature request not have asked for our user's Federated ID?
Thanks for any insights!
Copy link to clipboard
Copied
Hi @Derek25932123tstn,
Thank you for reaching out. Based on the information provided, the issue appears to stem from the absence of Adobe Sign licenses in your organization. Without these licenses, users cannot access Adobe Sign features, including signing documents upon request. Below are the key considerations to address this:
Adobe Sign requires valid licenses assigned to user accounts. Without a license, users will face access issues, including error messages.
Federated IDs and SSO work with Adobe Sign; however, users must have an assigned license through the Adobe Admin Console. The described error is likely due to the absence of a license, not a Federated ID issue.
There is no specific setting to "enable" Adobe Sign for Federated ID users. Access is granted by assigning Adobe Sign licenses to users or groups in the Admin Console.
I would recommend you to purchase Adobe Sign licenses for users requiring access. To learn more about this you can check out the following helpx Doc: Adobe Document Cloud feature administration
IIf you require further assistance with purchasing licenses, assigning them, or configuring your Admin Console, please do not hesitate to contact us.
Regards,
^AN
Copy link to clipboard
Copied
Hi AN, thanks for the quick reply. Just to be clear, the external party is licensed for Adobe Sign and requested our signature on their document. That requires a paid license from us? That can't be right, please confirm.
Thanks,
-Derek
Copy link to clipboard
Copied
Thank you for your follow-up and for providing additional clarification. To clarify, recipients do not need a paid Adobe Sign license to sign documents from external parties. Signature requests allow signing without a license, provided the recipient uses a valid Adobe ID or follows the provided workflow.
However, the issue here likely stems from the following:
Federated ID Integration
Your organization uses Federated IDs and SSO. If the user attempted to log in with their Federated ID (which is managed by your organization) and Adobe Sign is not part of their licensed entitlements, it could result in an error because the system does not recognize Adobe Sign access under their account.
The error message "Something went wrong" suggests that Adobe Sign is trying to authenticate the user but cannot find the necessary permissions tied to their account, likely because no Adobe Sign license is enabled for your domain.
Let me know if you have additional questions!
Regards,
^AN
Copy link to clipboard
Copied
Hi AN,
Thank you, I agree with your assessment, which is the reason for my question here in the first place. What is the solution if a user with our Federated ID and no Adobe Sign license needs to sign an external parties Adobe Sign document?
Thanks,
-Derek
Copy link to clipboard
Copied
Thank you for your patience, and sorry about the delay in response.
When the document is sent via Acrobat Sign, the recipient does not need an Acrobat Sign subscription or an Adobe ID. However, here, the recipient was using Acrobat. The Acrobat subscription includes the individual service plan by default. To confirm if the recipient has an Acrobat Sign account with the email address, we will need the email address to check the entitlement. Would you mind sharing the email address in the private message? You may initiate a private message using the envelope icon at the top right corner of this community page.
Let us know if you have any questions.
Note: Please do not share the email address or personal information on public platforms for security reasons.
Thanks,
Meenakshi