auth.services.adobe.com refused to connect

[chrisl8273432]

User in an Enterprise Team unable to create a request to sign a document using a web form, getting the "error auth.services.adobe.com refused to connect"

[kglad]

start here https://helpx.adobe.com/x-productkb/multi/troubleshoot-cant-connect-online-service.html

<moved from enterprise and teams>

[chrisl8273432]

The user in question already tried connecting from another computer on the same network and with a different web browser and have the same issue, however another user on the same network is not having this problem. No proxies, no firewall rules blocking outbound web traffic. System date/time is correct and centrally managed. 

[kglad]

do you think this is more closely related to an acrobat sign issue or an enterprise issue?

[chrisl8273432]

I made sure the user was signed in using their Enterprise user profile in the web browser and in the desktop app, with no issues signing in. They have the correct license assigned to their account.  I think this is the extent of what I can do under team management.  They can login to the site and upload the file they want to convert and add the forms they want to add, but then when they proceed to the next step, it gives this error.

[Meenakshi Negi]

Hi chrisl8273432,

Thank you for reaching out.

As mentioned above, the user is trying to create a request to sign a document using a web form. Please share the steps the user does.

Share the screenshot of the workflow and the error message. 

Does the error appear only when using this workflow? 

Let us know if the issue is already resolved.

Thanks,

Meenakshi

[chrisl8273432]

The error has changed slightly after some troubleshooting by one of my colleagues when the user submitted a new request and they started working with them on it, but the workflow is essentially the same, the user attempts to create a new web form and submits an existing PDF file, tries to add signature fields and then when they hit next, they encounter a blocking message that says either "error auth.services.adobe.com refused to connect", or "Request e-signature services aren't available at this time."  However, the user can login with her boss' Adobe account on the same computer under the same user profile and do the same steps without an error.

Previously, after clicking on Create a Web Form, it took the user to a page where they could submit a PDF file and select which fields to add, then they would click Next and encounter the error.  Now it goes straight to the error when they click Create a Web Form.

[chrisl8273432]

The troubleshooting my coworker did was to remove the user's license, delete their team account and then recreate and re-assign the license.  Everyone on the team has the same product license, including the boss whose account the user is temporarily using to workaround this issue.

[yan29793565rqko]

Hi @Meenakshi Negi  I am encountering the same problem.  Steps to reproduce,

1. Launch Adobe Acrobat Pro

2. Go to E-Sign->Add E-sign Branding

3. Acrobat will take me to the Chrome browser

4. Then "auth.services.adobe.com refused to connect" error will be shown

Any idea how to solve my problem?