User can't send e-signature request, error 401 - MacOS

[colin_2144]

One of my Mac users is having issues sending e-signature request. When she tries it on the desktop app, she is met with this error:

I saw some threads on here mentioning signing out of desktop and web, restarting computer, then trying again but that didn't seem to work. I had her try using Acrobat through the web app and she was met with this issue:

Does anyone know what this might be?

[creative explorer]

@colin_2144 there are two messages in the first screenshot: The error code 401 specifically indicates that the server is rejecting the request because the user is not authenticated or authorized. In simpler terms, the system doesn't recognize the user's credentials or permissions to perform the upload. The second message indicates a failure to establish a connection with the server, which could be related to network issues or server-side problems. 

So, I would make sure that user is using the correct application that allows them to e-sign documents. Have the user log out and log back in to their Adobe account within the Acrobat desktop application. As well, go to adobe.com, and have the user verify that they can log into their adobe account on the Adobe website too. That should clear the issue...

But, if they are able to sign it, but just can't send it, I would then temporarily disable any firewall or antivirus software to see if they are blocking the connection. If disabling resolves the issue, adjust the firewall or antivirus settings to allow Acrobat to communicate with the server.

[S. S]

Hi @colin_2144,

Hope you are doing well. Sorry for the trouble with using Acrobat Sign.

Adding to the comments by creative explorer, we were experiencing server issues at the time you posted the query here.

Would you mind trying the workflow now and letting us know if you are able to use the E-sign tool and its features?

Also, you can keep a tab on our servers from here: https://adobe.ly/3ShKRdT

Look forward to hearing from you.

Regards,
Souvik.