Andrea "did you ever figure this out? We are having the same issue."
GeraldX "Having the same issue here too. Please post fix."
It took about three or four weeks of using the chat and calling until I found a guy to fix it. Note: "IT IS ON THEIR END", but they will insist it is your error.
Each person I spoke with would give me a reference number because they couldn't figure it out and said they would follow up. They will not call you back until they decide your issue is not yours and they refer you up the hierarchy to someone with the knowledge to fix it.
I used the chat feature which was a joke and appeared to be a method to just put you off. After re-explaining the issue each time, they would give me a reference number, but when I followed up later ( I do have a businees to run and couldn't stay on forever) they didn't recognize the number. :-{
Their help system is like a scavenger hunt, but keep them on the phone and keep requesting another person until you get someone who can actually help, especially if they are taking too long, don't wait. I had one guy on the phone for over an hour only to have him tell me "Well, you are using the signing tool correctly." Then he cut me off. Ugh.
Enough rant..., but I think the issue is that you have to maneuver their hierarchy until you get someone at a higher level of knowledge. I actually got on a waiting list at the end and the guy who did the fix finally called me.
Here was my situation:
When I requested signatures in Adobe Acrobat Pro, user e-mail addys that I requested sigs from would come up as UD-UD (which means Undefined).
The steps leading up to the issue were:
1. Click "Request Signatures" under the E-Sign tab.
2. Click "More Options".
3. Enter the recipients' e-mail addresses and click "Next".
4. In the upper right corner there is an option for "Advanced editing on". Make sure it is enabled.
At this point you will see the recipients' e-mail addresses and the UD-UD issue in the affected addresses.
The fix was they had to go in and add each of the affected e-mail addresses in my account. The guy who fixed it logged into my account and when I gave him the affected addys, he was able to see which ones had the error and corrected them.
Going forward, write out the steps leading up to where you find the error as I did above and keep it somewhere where you can either copy/paste or refer to. If you use chat, copy and paste the conversations and get a reference number (worthless, but when you get several they become a good substantiation tool)!
As far as getting to that same guy...just keep requesting someone else until you get someone who can actually help.
I do hope this helps you avoid some of the frustration I experienced...
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