Request e-signatures - Unable to process files

[KEC_BA]

Dear,

I tried several times with different pdf / docx files, but I keep receiving error message as below when I try to request e-signatures: 

Unable to process files

• There was an error processing your files. Please try again.

May I know what's the issue? or anyone could help?

Thanks.

[AnandSri · Accepted solution]

Hello!

I hope you are doing well. We apologize for the trouble you had using the E-signature feature.

Could you please confirm what's the current version of the Acrobat desktop app installed? Please ensure you have the latest version of Acrobat installed on the machine: 25.001.2043x Optional update, Mar 19, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check. For more information, see this: https://adobe.ly/4hU7saN

Do you get the error message on the desktop as well as on the online services? Have you tried using a different browser? Are you on a Mac or Windows OS, and what is the version?

If the issue persists with the desktop app, could you please collect the logs from the machine and the above-mentioned information and share them with us for further investigation?

Thanks,

Anand Sri.

[martyn_8768]

Hi, I am getting the same errors today, although it worked yesterday when I joined the trial. 

[Tanya378017950htx]

I am also having this issue today. Is there any fix for it?

[damien_9817]

Hi, same problème here.

[Lenexa26689531b55v]

We are having the same issue. It worked fine yesterday.

[Tanya378017950htx]

I have discussed with Adobe support and the issue is with the web based version. While they are trying to solve this they have advised that we use the desktop app.

[AnandSri · Accepted solution]

Hello!

I hope you are doing well. We apologize for the trouble you had using the E-signature feature.

Could you please confirm what's the current version of the Acrobat desktop app installed? Please ensure you have the latest version of Acrobat installed on the machine: 25.001.2043x Optional update, Mar 19, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check. For more information, see this: https://adobe.ly/4hU7saN

Do you get the error message on the desktop as well as on the online services? Have you tried using a different browser? Are you on a Mac or Windows OS, and what is the version?

If the issue persists with the desktop app, could you please collect the logs from the machine and the above-mentioned information and share them with us for further investigation?

Thanks,

Anand Sri.

[martyn_8768]

Mine was working desktop so I was told it was a web issue. That seems to have cleared now, thanks 

[AnandSri · Accepted solution]

Hello Martyn!

Thank you for confirming that everything is functioning correctly now. There was a temporary glitch in the services, but it has been resolved for both online and desktop services.

Feel free to reach out if you need any assistance.

Regards,

Anand Sri.