Cannot insert image into e-sign - image could not be processed

Question

Dear allWe've recently rolled out e-Sign for 10 users, all with Acrobat Pro DC.  Everyone is working fine apart from 1 user who cannot ad a saved image in the signature box.  When he tries to add this it shows "Your image could not be processed. Create you image using another method or try again".  Troubleshooting results thus far as follows:The image works fine on my install - no errors at allA new image created as PDF, JPG & PNG has been tried on the users setup and gets the same error.Adobe Pro DC has been re-installed and the issue persistsDoes anyone have any idea what this could be and how to get around it ?Any help much appreciated.RegardsMark

Meenakshi Negi · Answer

Hi Mark,As you have mentioned that one of the users is not able to add saved image in the signature box.Did you check if it is an issue that occurs on adding signature on a particular document? There may be a possibility that the sender of the document has set some settings for signature on the document.Ask the user to create a document himself and then try to add the signature. Check if that works or not.Could you please share the exact workflow the user used to add saved image?Also, please share the screenshot of the error message that appears. We will be waiting for your response.Regards,Meenakshi

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