Request e-signatures doesn't work

[Maria Stoneman]

"An error has occurred. Please try again."

"Access token provided is invalid or has expired."

I have reinstalled, rebooted, even unsubscribed and resubscribed... to no avail.

I have had to subscribe to DocuSign to get things done.

Please Adobe, it shouldn't be this difficult!

[Amal.]

Hi there

Hope you are doing well and sorry to hear that.

Please check the correct answer marked in the similar discussion https://community.adobe.com/t5/adobe-acrobat-sign-discussions/access-token-provided-is-invalid-or-ha... and see if that works for you.

Regards

Amal

[Maria Stoneman]

Hi, the link to 'Adobe Document Cloud' in that article immediately redirects to https://acrobat.adobe.com/gb/en/

When I log in I'm at https://acrobat.adobe.com/link/home/ . I can't see any reference to "For Signature" here.

[Amal.]

Hi there

Please check the attached screenshot and see if that helps.

Regards

Amal

[Maria Stoneman]

Hi Amal,

I can sign documents OK. The problem is that I can't send them out to be signed by other people - "Request E-signatures".

I note that option is visible in your screenshot (on the left) but it's not available to me currently. All I have is "Fill & Sign" or "Add Signature".

It seems like there is a problem with an "access token". Could you look into that please?

Thanks

Fiona

[Amal.]

Hi Fiona

We are sorry to hear that.

Would you mind trying again in a new web browser and see if that works. Also, please go through the similar discussions listed below and see if that helps:

https://community.adobe.com/t5/acrobat-discussions/access-token-provided-is-invalid-or-has-expired/t...

https://community.adobe.com/t5/adobe-acrobat-sign-discussions/access-token-provided-is-invalid-or-ha...

Regards

Amal

[Maria Stoneman]

Hi Amal

I've already tried different browsers - although I'm mainly trying to request signatures from Adobe Acrobat Pro DC.

I've also already looked at older discussions as you suggested.

This is from the solution to one of the discussions you linked to:

"The error happened because I used the same email address and I must not have waited long enough to purchase the new subscription for anything to reset on the account side. After a very helpful chat with support, they were able to contact the back end department and get everything resolved within an hour".

Please could you look into this?

Thanks

Fiona

[Amal.]

Hi there,

I have shared more information with you in a private message ,please check.

Regards

Amal

[Maria Stoneman · Accepted solution]

Here's part of an email I received from Adobe Customer Services:

"We understand that you are not able to use our Send for Signature service and it will require us to manually archive the account and provision the change."

This has now happened, and it looks like it has fixed the problem.

Useful for anyone else experiencing this issue!

[Ruben26482036rrvh]

Hi Amal,

I'm experiencing the same issue as Fiona, could you please share the Adobe Customer Services contact with me?

Thank you for your help!

[Claudia32720330w906]

hi @Amal. 

This same situation is currently happening with my Adobe Acrobat account. About two days ago I could "Request for Esignature" and now for some reason I keep getting the below message:

I haven't made any subscription changes to my account and every time I contact customer support I keep getting the same message, that someone on another team needs to deal with my issue but no one gives me an answer as to what is going on. I just want to know if this is a glitch with Adobe or if I should seek out another provider because this is happening at a really inconvenient time. 

Thank you 

[Amal.]

Hi @Claudia32720330w906 

Hope you are doing well and thanks for reaching out.

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

Please try to logout of the application and reboot the computer once and relogin and seeif that helps.

You may also try to request signatures via document cloud https://acrobat.adobe.com/link/home/ and see if that works.

Let us know how it goes.

~Amal

[Claudia32720330w906]

It is an issue with all PDF files and I am doing the request via the
document cloud. I will try to reboot the computer.

Thanks

Kind regards,
[P.I removed by Moderator]

[Amal.]

Hi there,

Please check out the correct answer marked in the similar dicussion https://community.adobe.com/t5/adobe-acrobat-sign-discussions/access-token-provided-is-invalid-or-ha... and see if that works.

~Amal

[Nicholas26326102tazq]

Hi Amal, 

Today the "Request E-Signature" process has stopped working for us.

When we insert the other party's email to sign, it comes up with the "raining cloud" image and the error message that states "An error has occurred. Please try again". See image attached. 

I have tried it from our desktop (Adobe Acrobat Pro DC), have checked it to ensure we are on the latest version and have also tried it through my account in different browsers. None of these work. I have also looked through the various other answers online, and none of these solve this issue. 

Can you please resolve this for me or if Adobe support can advise why this has occurred (if it is an Adobe problem rather than our individual account problem). 

Thanks 

Nicholas

[Amal.]

Hi @Nicholas26326102tazq 

We are sorry to hear that. Please try to switch your network to a different one and see if that works. Also, what happens when you try to request signatures via document cloud https://acrobat.adobe.com/link/home/ ?

Regards

Amal

[Mirella27824901f1xb]

Dear @Amal. 

I experience this problem when I work from home office! In the office everything is fine, but at home e-signatures does not work: "An error has occured, Please try again".

In the browsers (Edge, Chrome) I can see following: Request e-signature services are temporarily unavailable. Some documents and information may be missing. Please try again later.

I use the same laptop and account, and everything else works fine.

What could be the problem and the solution? Thanks!

It is essential for work.

Mirella

[Mirella27824901f1xb]

[Mirella27824901f1xb]

Dear @Amal. please add me a direct contact (e-mail address) to Adobe helpdesk! I really need this Adobe Pro function!

We pay for this service and there is no available contact/live chat to help/fix this issue.

Thank you in advance!
Mirella

[hulfah]

Agreed.

I would like a refund from Adobe. This issue has still not been resolved.

[Ruth24567544o3dc]

Hi All,

I have a similar problem but Adobe keeps telling me to contact my administrator and that i need to upgrade. It gets to 72% then stalls. It was working yesterday briefly and it has stopped again. So blimmin frustrating. i have done all the steps with the issue surrounding 72% error and cannot even reload Adobe Creative Cloud to see if there issue is there. Adobe please help!

[Danyal246557028x6f]

I have the same issue and when re-installed, Adobe Acrobat DC's 'request a signiture' feature doesn't function past selecting a file to send to recipients.

[Amal.]

Hi @Danyal246557028x6f 

We are sorry to hear that. What happens when you try to request a signature via Adobe Acrobat? Do you get any error messages? If yes, please share the screenshot of the same for a better understanding. Also try to request signatures via document cloud https://acrobat.adobe.com/link/home/ and see if that works for you.

@Ruth24567544o3dc  please go through the similar discussion https://community.adobe.com/t5/acrobat-discussions/send-for-signatures-hangs-at-72-still/td-p/119434... and see if that works for you.

Regards

Amal

[Danyal246557028x6f]

Hi,

here are the screenshots that visually describe the request a signature feature that isn't working in the Adobe Acrobat web/desktop app.

Kind regards,

Danyal
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[Ruth24567544o3dc]

Information Classification: PUBLIC

Hi All,
It gets to 72% then stalls. I followed the instructions on this forum. It worked briefly on one day but has since stopped again. I’ve also uninstalled everything and reinstalled and still same issue. Appears a problem with my account? Also tells me to contact my administrator when I try to access via online services.
Spent hours trying to fix it! Adobe support is not very good and IT Dept said they have loads of issues with Adobe products.
R

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