Request e-signature doesn't work

[williangerei]

Hi! I'm trying to request a signature on a document that needs 4 signatures (including mine).

I've tried in every way to access the request panel, but I can't proceed with the steps.

I can add emails, blind copies and even add other documents, but I can't get out of this dialog box (attachment).

I can sign with my digital certificate and I've tried sending it before signing and after signing, but in all cases it doesn't come out of this dialog box.

In short, the main button "Specify where to sign" doesn't work, only the cancel one does.

[Amal.]

Hi Willian

Hope you are doing well and sorry for the trouble.

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 22.2.20191. Go to Help > Check for updates and reboot the computer once.

Also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Also, please try to request signatures via document cloud link https://acrobat.adobe.com/link/home/

Regards

Amal

[williangerei]

After several attempts I managed to do it, but it was only possible because I tried to do it on Windows, on MACOS it was not possible. I still don't know if it's a preference and I'll come back later to give the feedback but it's only working on windows for now

[Chaela24523875yjp9]

I am using macOS and none of these options have worked for me. The "specify where to sign" button just leads to absolutely nothing. 

[Amal.]

Hi @Chaela24523875yjp9 

We are sorry to hear that. Would you mind sharing the version of the MAC OS and the Acrobat Dc you are using? To check the version go to help > About Acrobat

Also please share the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[KnowBetterDigital]

Did this get resolved? Same problem.

[Amal.]

Hi there

What happens when you try to request signatures? Do you get any error messages? If yes, please share the screenshot of the same for more clarity. A small video recording of the steps you are taking would be very helpful.

Also, try to request signatures online via https://acrobat.adobe.com/link/home/  and see if that works.

~Amal

[Bandile358428734l65]

Hi Amal,

Was this issue resolved because I'm having the same problem with e-signature?

[Michel22550063xj76]

Same here: requesting signatures does not work. Appalled by the lack of responsiveness from Adobe.

[Harry30064208f84u]

Hi! I'm trying to request a signature on a document that needs 4 signatures for instapro (including mine).

I've tried in every way to access the request panel, but I can't proceed with the steps.

I can add emails, blind copies and even add other documents, but I can't get out of this dialog box (attachment).

I can sign with my digital certificate and I've tried sending it before signing and after signing, but in all cases it doesn't come out of this dialog box.

In short, the main button "Specify where to sign" doesn't work, only the cancel one does.

By @williangerei

Hi! I'm trying to request a signature on a document that needs 4 signatures (including mine).

I've tried in every way to access the request panel, but I can't proceed with the steps.

I can add emails, blind copies and even add other documents, but I can't get out of this dialog box (attachment).

I can sign with my digital certificate and I've tried sending it before signing and after signing, but in all cases it doesn't come out of this dialog box.

In short, the main button "Specify where to sign" doesn't work, only the cancel one does.

By @williangerei

If your request for an e-signature isn't working, here are some common troubleshooting steps you can take:

1. Check the Internet Connection:

• Ensure you have a stable internet connection, as e-signature requests often require a reliable network.

2. Verify the Email Address:

• Double-check the email address of the recipient. A typo could prevent the e-signature request from being delivered.

3. Browser Compatibility:

• Make sure you're using a compatible and up-to-date web browser. Clear the cache and cookies or try using a different browser if you encounter issues.

4. File Format and Size:

• Ensure the document you're sending is in a supported format (e.g., PDF) and doesn't exceed the file size limit of the e-signature platform you're using.

5. E-signature Platform Issues:

• Check if the e-signature platform (e.g., DocuSign, Adobe Sign) is experiencing any outages or technical issues. You can visit their status page or contact their support for assistance.

6. User Permissions:

• Ensure the recipient has the necessary permissions to view and sign the document. In some platforms, you need to grant specific access rights.

7. Document Settings:

• Review the settings of the e-signature request. Make sure you've correctly set the signing order, added all necessary fields, and configured the request properly.

8. Software/Platform Updates:

• Make sure both your software and the e-signature platform are updated to the latest versions.

9. Contact Support:

• If the issue persists, contact the support team of the e-signature service you're using. They can provide more specific troubleshooting based on their platform.

[marteen_0629]

Has anyone got any idea how to fix this issue - im having a nightmare and need to get this document out by end of play today! any help much appreciated!

Screenshot attached