Unable to add signatures

[Nontando21795967d6lb]

I added signatures yesterday (16 Nov) but today (17 Nov) I get the error below and customer support said its not part of my package. Please clarify

Unable to process request

Please contact customer support for help.

[Harsh Vardhan Pareek]

Hi @Nontando21795967d6lb 

Hope you are doing well.

As per the issue description that you are getting the error while adding a signature. Would you mind sharing a few details to understand the issue better?

1. Is it with only one PDF or with other PDFs too?

2. OS name and version?

3. Application version?

4. if possible could you share a screenshot of the issue?

Try to sign out and sign in back into the application and try again

Let us know if that helps.

Thanks,

Harsh

[Nontando21795967d6lb]

Hi

1. It doesn’t allow me to add any documentation.
2/3. I’m subscribed to Adobe Acrobat and using it both on phone (iPhone 8+)
and Windows 10 on my computer.
Not sure how to answer those 2 questions.

4.
--
Kind regards
Nontando Nikelo

[Harsh Vardhan Pareek]

Hi Nontando,

Le me reframe the questions:

1. Are you facing the issue on both Windows and iPhone?

2. If it is on anyone or the device, could you share the screenshot of that?

If it is happening on both devices, Try to add a signature from a browser with the link https://documentcloud.adobe.com

Thanks,

Harsh

[Nontando21795967d6lb]

Hi

The error showed on the computer, I don’t get the option on my phone at all.
I shared the screenshot, here again.

--
Kind regards
Nontando Nikelo

[Harsh Vardhan Pareek]

Hi Nontando,

Thanks for providing the details but we are still not able to view your attachment.

Kindly try the following troubleshooting steps on the Acrobat Reader DC application on Windows.

1. Repair the application. (go to help>repair installation)

2. Sign out and sign in back into the application. 

3. Check if you can sign from Acrobat online from this link https://documentcloud.adobe.com

Thanks,

Harsh

[Nontando21795967d6lb]

Hi

I am unable to find this on the platform - (go to help>repair installation)
Please share a screenshot of where its located after signing in.
--
Kind regards
Nontando Nikelo

[Harsh Vardhan Pareek]

You can see that option from the top left-hand side of the window. Please find the screenshot attached.

[Erin219034381381]

I am getting the same issue when requesting signatures, even cleared my cookies. 
"unable to process request. Contact customer support for help." 

I am using the Adobe online, tried signing out and back in, cleared cookies, tried to re-upload the report, and different one, and it's still saying the same error when going in to request signatures. 

[Nontando21795967d6lb]

Hi

No because mine is Adobe Acrobat not Acrobat Reader DC, see below picture.

What's confusing is that I had the function when I started paying for the software and it suddenly disappeared, clearly I have to upgrade now 😓

[Harsh Vardhan Pareek]

Hi @Nontando21795967d6lb 

It looks like you are using Acrobat online which is only accessible on a web browser, kindly install the Acrobat Reader DC desktop application and then check if you can sign. 

Here is a link to install the application: https://get.adobe.com/reader/

Also, the subscription you have is for mobile-only, those premium features will not work the same way on desktop applications. But, Applying a signture to a PDF can be done using the free Acrobat Reader DC desktop application.

For more detail about the mobile premium subscription, here is a help document: https://helpx.adobe.com/acrobat/mobile-app-faq.html

Thanks,

Harsh