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Answered

Adobe Acrobat Sign Document – Undeliverable

Forum|Forum|2 years ago
January 17, 2024
6 replies
5577 views

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.

Correct answer Meenakshi Negi

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

M

mddselig

Participant

This issue just popped up in the last two weeks for me and our CEO. I am seeing some old answers but wondering if there is some exact directions that I can forward to our IT team to get me back to work??

F

FLYYogi

Participant

I am having the same issue with an outlook email address. What is the fix?

A

Alvin35191153r6ym

Participant

Currntly having this same issue, I checked our barrcuda logs and nothing has been blocked on our end but when the users send out the adobe sign request they get the undeliverable message. Any insght would be helpful

K

keith36470411blpp

Participant

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

P

PippaEnglandAuthor

Participating Frequently

@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.

Meenakshi NegiCorrect answer

Legend

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

D

Dylan255723736grw

Participating Frequently

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.

P

PippaEnglandAuthor

Participating Frequently

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.

D

Dylan255723736grw

Participating Frequently

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.

B

Brian35487519b1fk

Participant

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

P

PippaEnglandAuthor

Participating Frequently

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 ...

P

PippaEnglandAuthor

Participating Frequently

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.

Payroll MP we 22 Dec 23: Undeliverable

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