E-Sign Agreement Signed But Doesn't Send Completed Doc

[Cari33913989a1k6]

I route documents for e-signature every day.

The process usually works like a charm: When the agreement is finished, I receive an email from Adobe stating that the document is signed and filed, and the signed agreement is attached. The word "signed" is appended to the end of the filename (so I know it's signed).

Unfortunately, there is one document that NEVER comes back to me, even though it's signed, and I can't figure out why! I've tried saving the file as a JPG, then resaving as a PDF. I've tried printing to PDF and resaving before I send for signature . I've tried saving to Word, then reimporting to PDF -- but it never works and the finished agreement never comes back to me.

It's in the portal and its shows as "completed", but I have to manually download the file and add the word "signed" to the end.

Has anyone else had this problem? It must be something in the metadata, but I can't seem to strip it away to get a clean send and I'm at my wits' end. Hoping I've explained the problem clearly enough.

I'm using Adobe Acrobat Pro, Continuous Release 2024.003.20054 with Windows 10X (I haven't upgraded to Windows 11 yet). 

[Meenakshi Negi]

Hi Cari33913989a1k6,

Thank you for reaching out, and sorry about the trouble caused.

If the issue occurred with a particular file, it might be a glitch. Please check and let us know if the issue is still occurring with the current documents.

We see that you are using the old version of Acrobat. Try updating the application to the latest version. In Acrobat, go to Menu > Help > Check for updates. You may refer to the information in the following help document: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html. 

Let us know how it goes.

Thanks,

Meenakshi