E-Sign Credential Crash following new license.

[Joshua26539556gxe8]

Hi All,

To cut a long story short, I have users who purchased licenses for Adobe themselves and have been using Acrobat Pro to send E-Sign documents to customers and new employees (contracts)

We have since centralised our licences through Adobe Admin Console and sent employees new E-Invites for thier new Adobe Licenses.

No issues with sigining in/installations. However when trying to send a PDF for E-Signatures, some users are getting the attached error.

The MSCUK is the old license and the Mediterranean Shipping Co (UK) is the new license. Which seem to be clashing.

Have tried uninstalling all Adobe, and signing in with new account.

Have tried clearing all credentials and certs stored within Windows Credential Manager

But still getting same error. I assume the license(s)/Credentials that are clashing are stored locally on the users machine.

My questions is does anyone know where the Adobe Acrobat Sign license is stored locally, so that it can be cleared to remove the conflict. Is there anything stored within the Registery or C: Drive files that can just be deleted, which will then be recreated when signing in to Adobe?

Many thanks!

 

[Deepa Chaudhary · Accepted solution]

Hello Joshua26539556gxe8,

Thank you for sharing your concerns with us.

It seems like you are logged in with the Mediterranean Shipping Co (UK) profile, which does not have an E-sign subscription, although the other profile, MSC UK Ltd, has this subscription.

You have two profiles linked to the same authenticating account. Agreements can be sent using any profile, but only profile with E-sign subscription stores them.

This is our new implementation for informing you that the agreement you're sending is saved in your profile having an E-sign subscription.

I hope I can provide an answer to your query. In case you have any further questions, do let me know.

Thanks

Deepa Chaudhary

Adobe Acrobat Team