Issue with Adobe sign Add-In for Outlook

Forum|Forum|4 years ago
April 23, 2021
2 replies
4011 views

Our Adobe Sign Add-In for Outlook is not working on the desktop version of Outlook. The add-in is installed correctly and works through the web browser version of Outlook. However, we need it to work on the desktop version (as it always has) because the Desktop version of Outlook is connected/linked to our business software. The Adobe Sign add in is on the 'new message', you can click the send for signature button successfully, add your pdf file and recipient, but once you select more options or continue, the pop up screen opens but never loads to the next step. It is like there is a pop blocker or something but we have had our IT person look into the issue and they cannot see an issue that he can fix. I just called adobe support and just as they started speaking with me to ask my issue, they hung up. Please help!!!!!!!!!!!!

Security digital signatures and esignatures

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shaneh15886122

Participant

Is there any update on this? We're having the same issue.

Meenakshi Negi

Community Manager

Hi Shaneh,

Sorry for the delay in response.

Please ensure that your Creative Cloud desktop application and Acrobat Pro DC application are updated to the latest version. Try once signing out of the application and reboot the machine.

Then sign in again and check if you still experience the issue.

Also, check if you can use the service online without any issues. Open this link: https://documentcloud.adobe.com/ and sign in using your Adobe ID (email address) and password. Then check if you can send the document without any issues.

Let us know how it goes.

Thanks,

Meenakshi

shaneh15886122

Participant

Creative Cloud and Adobe are up-to-date. I did what you said and it's still not working. I now get this error "auth.services.adobe.com refused to connect."

And it works with the online version and in Adobe itself.

Meenakshi Negi

Community Manager

Hi Kasey!

Thank you for reaching out and sorry for the trouble.

As you are using the Adobe Sign Add-in with desktop version Outlook, please confirm if the issue started occurring recently.

Please ensure that the application is updated to the latest version and try also to reboot the machine once. Check if that helps.

Is it an issue only when you try to send documents via the Outlook add-in? Did you try sending documents via the Acrobat application?

It would be helpful if you can share a small video of the issue occurring at your end.

Share the application and OS version on the machine.

Thanks,

Meenakshi

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