Cannot add sign in desktop app after downloading the Acrobat Sign document

[Robert308614341rsl]

Need help.  Our organization has had difficulties multiple times with files routed in Adobe Acrobat Sign locked with no option to sign.  When viewing the document in Adobe Sign online, the signature block is there.  However when the document is downloaded for signature, the downloaded file is named "locked", and the signature options in Adobe are grayed out.  Any suggestions on what the problem could be, how to resolve this.

[Meenakshi Negi]

Hi Robert308614341rsl,

Thank you for reaching out.

Could you please let us know if the option to add a signature with Acrobat Reader is enabled?

Please check with the sender if they have disabled the option for the signer. 

Would you mind sharing the screen recording of how you open the document and then download it to sign in to Acrobat Reader?

Thanks,

Meenakshi