Authentication Failed in Adobe Acrobat Pro

[defaultr17miatnzefa]

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".

[Amal.]

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-authenticatio...

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

Regards

Amal

[Curtis Bellamy]

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.

[defaultfuqsne18t6si]

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

[Amal.]

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

[Curtis Bellamy]

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

[Amal.]

Hi there

We are sorry to hear that. Please give us some time to get it checked we will share the update soon.

Regards

Amal

[studioaandc]

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

[MRVANV]

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

[Amal.]

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

[PhilClark]

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

Regards
Phil

[Amal.]

Hi there

We are sorry to hear that. please try the suggested steps above and see if that works. you may also try to share the required logs as described above.

Regards

Amal

[MRVANV · Accepted solution]

Hi All,

This worked for me from Adobe Support:

• Sign in to your Adobe Account with your email and password.

• 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.

[PhilClark]

Hi, I tried the above but still no joy.
Our work around was not to select the business account and to use their personal account.
It worked fine, went back to business and it didnt.

Thank you for the update.

Phil

[scottb1979]

Hi all (particularly Adobe employees!)

It seems that the issue for us all may be that our Adobe Sign accounts have previously been associated with our Personal profiles, of which mine has now been deactivated.

Therefore when I sign into the only profile I now have (Business) and I use Acrobat Pro DC to send for signature, or at least 'specify where to sign', Acrobat then is trying and failing to connect with the Adobe Sign account that was associated with my old Personal account, even though I can log in to that old Adobe Sign account. If that makes sense.

Adobe, how do I migrate my old Sign account (Personal profile) to a new Sign account connected to my Business profile? I have many files in my sign queue and DO NOT want to have to send them all again!

Thank you!

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble.

Please go through the help page https://helpx.adobe.com/sign/kb/how-to-change-the-email-address-of-adobe-sign-account-adobe-sign.htm... and see if that works for you.

Regards

Amal