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Adobe Sign Undeliverable

Community Beginner ,
Mar 04, 2024 Mar 04, 2024

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I have a document that needs a signature from someone within my company. The recipient is to sign and verify/date it. After clicking send I receive a "transfer: delivered" message followed almost immediately by "transfer: undeliverable" and the recipient does not receive the document. I have confirmed I can email the recipient normally, and the recipient is able to email me. I have also tried sending documents to others within my company and they are receiving them. 

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Community Beginner ,
Mar 05, 2024 Mar 05, 2024

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Update: As the Adobe chat person suggested we have whitelighted the addresses adobesign and echo sign from adobe on both parties' computers as well as through the Administrator. There have been no changes to the issue. The email notifications are not even showing up in our quarantine as blocked, they are just not there. We have been using Adobe sign fro almost a year with no issues. Can anyone help?

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Adobe Employee ,
Mar 11, 2024 Mar 11, 2024

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Hi Erika35852560ih6p,

 

Thank you for reaching out, and sorry about the trouble caused.

 

As mentioned, the email shows as delivered on your end. However, it was not received on the user's end. Is that correct?

Please ask the recipient to ensure that the email is in the spam or trash folder. Also, confirm if the recipient is checking the inbox for the same email to which the document is sent.

Please check if you have sent the email on the correct email address. Also, check if the email address used is personal or the provided by the organization.  

Would like to know if this is the first time you are sending document to this recipient? Or this behavior started recently.

 

Thanks,

Meenakshi

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