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Adobe sign mails no longer being sent

New Here ,
Feb 15, 2024 Feb 15, 2024

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Good Day

 

We had an issue causing adobe sign mails being blocked on our mail servers, the issue has been resolved however we beleve our domain has been blocked due to too many failed attempts on the adobe mail server.

 

Can i please be put in contact with one of the AD/Messaging engineers to have this resolved

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Adobe Sign forms

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Community Beginner ,
Feb 16, 2024 Feb 16, 2024

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We are running into the same issue. Recieved bounced message and our email filtering service did reject the message and drop it outright. However, we applied whitelisting for the related and underlying addresses from Adobe Sign and now the software still reports that the message has 'bounced', but our mail servers do not even show that a message was received from Adobe at all- we would expect to see the email rejection or drop to be logged. Started on the 14th.

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Adobe Employee ,
Feb 19, 2024 Feb 19, 2024

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Hi Hendrik35474768iut2 and Dylan255723736grw,

 

Thank you for reaching out.

 

Could you please confirm the Acrobat Sign plan you are using? Did you observe this behavior change after any recent update?

Please confirm if you are using the same email address for Acrobat Sign that is used to sign in here on the Adobe community page. 

More information would be helpful for further investigation of this behavior. 

 

Thanks,

Meenakshi

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Community Beginner ,
Feb 19, 2024 Feb 19, 2024

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Hi MeenakshiNegi,

The user is utilizing Adobe Pro features. Specifically, they are seeing 'the email to <the user's email> was bounced and not delivered'. We saw this on the 14th. In our own spam filter, we saw the message was rejected due to spam detection. I have since fully whitelisted the adobesign@adobsign.com, echosign@echosign.com, and the intermediary 'bounced@' address. However, when the user has sent subsequent test signings to me he never receives the notification that it was signed and his action bar shows that the email bounced. What is strange is that, after the 14th, our email filter does not see ANY attempt from adobesign@adobesign.com to send him a message- As before I would expect to have seen a 'rejected' or dropped status as the filter will always shows email requests that are received to it even if does not neccessarily send them through or accept them. I even undid the whitelisting to see if it would at least show the rejected messages again, but nothing. I already worked with the user to disable the 'new e-sign experience' without any improvement. Other staff within the same domain are getting their signing emails without any problems.

 

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