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Acrobat Pro DC Freezes on E-Signature

New Here ,
Mar 07, 2023 Mar 07, 2023

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One of our users goes to add a signature and send the document. After entering in the email address to send it and clicking Next, Acrobat shows a spinning blue circle and never goes past that. This is a fresh install of Acrobat to a brand new Windows laptop, however, the same thing was happening with her old laptop.

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Crash or freeze

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Adobe Employee ,
Mar 10, 2023 Mar 10, 2023

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Hi defaultk8feoliop7w7,

 

Thank you for reaching out.

 

Could you please confirm if the issue occurs for this particular user?

Ask her to check if she can send the document online.

Open this link https://acrobat.adobe.com/ and sign in using the Adobe ID on the desktop application.

Go to E-sign > Request Signature.   

Would you mind sharing the email address used by that user to log in to the application in a private message?

Use the envelope icon at the top right corner of the community page for private messages.

 

NOTE: Please do not share the email address or personal information on public platforms. 

 

Thanks,

Meenakshi

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New Here ,
Mar 10, 2023 Mar 10, 2023

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The problem persists in the online version as well as Acrobat installed on the PC. I am DM'ing you the users email address. Thanks. 

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Adobe Employee ,
8 hours ago 8 hours ago

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Hi defaultk8feoliop7w7,

 

Sorry about the delay in response.

 

I checked the email address, and the Acrobat Sign account shows inactive.

It seems that the authorization was not completed. Ask the user to sign out of the desktop application. Try opening the link https://secure.echosign.com/public/login and sign in using your Adobe ID. Then try to send the document for signature. 

If the above-stated does not work, you will need to contact the support team to activate the account. If you are using the admin console, use the steps suggested on the help page to contact support: https://helpx.adobe.com/enterprise/using/support-and-expert-services.html.

Or you may reach out to the number provided for your region on the following help page: https://helpx.adobe.com/contact/phone.html

 

Let us know if you need any help.

 

Thanks,

Meenakshi

 

 

Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

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