Adobe E-sign: Select a file/Select Files. Help

[bryan_3150]

Hello all,

A couple coworkers of mine are having an issue with their E-Sign on Adobe Acrobat. Hopefully I am asking this in the correct place. 

Basically. When I go into "Request an e-signature" I have the option right off the bat to "Select Files", and it allows me to select multiple files at a time, combines them into 1 package, and lets me fill them out from there.

My co workers, however, only have the option to "Select a File", where it only allows them to select 1 single file. Now, they can add files later on after it goes through the upload process, but they still have to manually select them 1 at a time.

We work with lots of documents and constantly have to mix and match singular files into 1 larger file, so manually having to add them 1 at a time is a pain and takes up a lot of time. 

I do not have to manually add them 1 by 1. I can select them all at once and add them, my coworkers can not do this though. We all have the latest version of Adobe Acrobat, and we all have the same subscription. I have tried closing the program, and even reinstalling it on their end, yet they always only have the "Select a file" option.

And yes, when you click the "select a file" button, it will only allow you to select 1 file, where as mine will allow you to click drag to select multiple, and even use the shift and control buttons as well. their's does not give any of these options.

Does anyone have a clue as to what could be causing our Adobe's to be different in such a way that they cant select multiple files, but I can?

[creative explorer]

@bryan_3150   it sounds like there might be a subtle variation in user interface settings, cached application data, or even how the Adobe application is interpreting permissions or configurations on their specific user profiles or machines. While you all have the "latest version" and the "same subscription," there might be an underlying configuration file, a hidden preference setting that got toggled differently, or perhaps a slight variation in how their local Adobe installation is communicating with the cloud service that enables that multi-file selection feature. It's almost as if their Acrobat is stuck in a "single file mode" that yours isn't, and uncovering that specific difference, which isn't immediately obvious, is definitely a challenge when it's impacting your team's productivity so significantly.

[MohdKashif]

Hi @Bry , the response from @creative explorer is correct. There seems to be an underlying setting that is causing the two installations to have different UI experiences. Your coworkers are on an older experience while you are on the newer experience of Request Signature tool. However, this shouldn't block your co-workers from adding multiple files. While you get an option to add multiple files upfront, your coworkers will get the same option later in the workflow. I think here's what will work for them. Open the Request E-Signature tool > Select a single file > In the add recipeints dialog add the email IDs of the participants > Once they enter participant emails they'll see a More Options link -> Click on that > File will be uploaded > In the resulting view there will be an option choose more files > They can choose more files and even change the order of files.

Let us know if this work or not. Once they are unblocked we can also investigate why the they are getting an older experience while you are getting the latest one.

[bryan_3150]

Thanks for the responses.

The way you, MohdKashif, explained it is the work around we have been using and, while it does work, you still have to select 1 file at a time with this method. so when we are combining, say, 10 single page documents, they would have to click "choose more files" and then select the file they want to choose, 10 seperate times.

They are able to do that, but its quite annoying. Especially knowing that it IS possible to do it in 1 single swoop but you just aren't able to for some strange reason. These guys are evaluators, so they are doing this all day long. 10 customers a day equals 100+ extra steps in the process unfortunately. I'm just going out of my way to hopefully find a way to make their days easier, is all.

[maagarw]

Thank you for reaching out. To help us better understand the issue, could you please provide a few additional details?

1. Kindly collect logs from both your machine and your coworker’s using the Adobe Log Collector Tool: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. These logs will assist us in identifying any problems specific to your coworker’s setup.

2. Additionally, could you confirm whether your coworker is using the Classic view or the Modern view in Acrobat? 

We appreciate your cooperation and look forward to helping resolve this issue.