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Adobe Acrobat Sign Document – Undeliverable

Community Beginner ,
Jan 17, 2024 Jan 17, 2024

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Hoping someone can help.

 

We're sending documents to a colleague to sign, using the same email address that worked with AdobeSign last year. Our colleague has an active login for AdobeSign, using this same email address.

 

However, on numerous occasions in the last two weeks, a document sent to this user, on her standard email address will bounce back as undeliverable. We can send to and receive emails from this person on Outlook, but three of us are having intermittent issues with undeliverable Adobe Sign documents. Two of us are within the same organisation, one is outside and using Gmail.

 

We use AdobeSign daily so having this issue is going to cause problems. Any support gratefully received.

 

Payroll MP we 22 Dec 23: Undeliverable

We were unable to deliver your document to the email address xxx.xxxxxx@xxx.com. Please check that this is the correct email address. Click here to cancel and delete this document and resend to the correct email address

 

 

To ensure that you continue receiving our emails, please add echosign@echosign.com to your address book or safe list.

TOPICS
Adobe Sign forms , Send documents , User interface issues

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Community Beginner ,
Feb 12, 2024 Feb 12, 2024

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So now the error is spreading. As at the end of January I was still getting notifications from AdobeSign when there were documents to sign. Since then, I would get a few but find more if I logged in. Today, I had 17 documents to sign off and my colleague had 17 notifications that these documents were undeliverable. My email (like my colleagues) is very much working but we're not getting notifications.

 

Whatever is going on, please can someone from Adobe fix it.

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New Here ,
Feb 15, 2024 Feb 15, 2024

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Same problem.  What is the fix?  What should we be looking for?

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Community Beginner ,
Feb 16, 2024 Feb 16, 2024

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Had some other Adobe issues today, so contacted the company IT department; their response was:

"This predates the main report followed up at the start of this week, the corrective action for which took place last on Tuesday (13/Feb/2024).

It is believed that the anti-spam service provider has rectified the issue since the temporary corrective action was taken. The service is currently monitored for any indication that the underlying problem still exists. The corrective action will be removed on Monday (19/Feb/2024), if no incidents generated after the 14th are discovered."

 

So now we wait to see if the error was because of anti-spam processing or if there's still an issues with AdobeSign emails ...

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Community Beginner ,
Feb 16, 2024 Feb 16, 2024

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Seeing this issue as well. Email was rejected in our spam filter on the 14th, and corrective action was applied to whitelist the underlying addresses involved in the delivery. Now, when the notification email tries to send it still reports the same 'bounced message' error in the action pane, but within our email server we do not even see an email from Adobe Sign- we would expect to see it be dropped or rejected as a logged action, but now it appears Adobe Sign's email service is not actually sending the message. The 'bounce' error is too generic and doesn't include the actual error return codes.

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Community Beginner ,
Feb 19, 2024 Feb 19, 2024

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Apparently the fixes haven't yet been applied across all servers, so I'm guessing it will take a while for the fix to roll out. Hoping this is an end to all the unable to deliver notifications.

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Community Beginner ,
Feb 19, 2024 Feb 19, 2024

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Thanks Pippa! we're seeing the adobesign@adobesign.com emails go to other staff, but it seems to be for one particular person who isn't even receiving the messages. Hopefully this is something Adobe is working towards resolving.

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Community Beginner ,
Feb 20, 2024 Feb 20, 2024

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It's painful. I'm getting AdobeSign notifications through but the one colleague who really needs them, still isn't getting anything through. She can of course log in, but generally uses the emails as a flag to do something so the forms awaiting sign off are piling up. IT are still on the case...

 

I also wonder if it's because some emails were coming through as completed but from a different email address - we had a whole batch through which were addressed as Adobe Acrobat Sign on behalf of AcmeRubberChickenCompany but the sender's email was echosign@echosign.com

 

Today I've noticed that they've gone back to the emails of old, i.e. the sender is Adobe Acrobat Sign on behalf of AcmeRubberChickenCompany <adobesign@adobesign.com>

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New Here ,
Apr 02, 2024 Apr 02, 2024

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I am having this issue too. How do we fix this

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Community Beginner ,
Apr 09, 2024 Apr 09, 2024

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@keith36470411blpp I'm not entirely sure how this was fixed but IT had to dig deep on this one. As I understand it, in part it was down to Adobe changing protocols which meant that notifications were being held and rejected by our anti-spam filters. So while we could see documents if we logged into AdobeSign, the notification that documents were there never made it through. It took several weeks to fix. Sorry I can't provide more useful information on the fix but it was a threeway thing involving Symantec, Adobe and our IT team.

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Adobe Employee ,
Apr 17, 2024 Apr 17, 2024

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Hi keith36470411blpp,

 

Thank you for reaching out, and sorry about the delay in response.

 

Please let us know if you are using the service on your personal or work machine. Has this behavior started recently?

More information would help us to investigate this behavior. 

 

Thanks,

Meenakshi

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