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MACOM
MACOM
New Participant
July 19, 2019
Question

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

  • July 19, 2019
  • 1 reply
  • 5663 views

Dear all

We'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 all
  • A 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 persists

Does anyone have any idea what this could be and how to get around it ?

Any help much appreciated.

Regards

Mark

This topic has been closed for replies.

1 reply

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
July 23, 2019

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

G
Graeme377208155nmg
New Participant
May 29, 2024

I am also having the same issue. Was a solution ever found for this problem?

B
BarryMyb
New Participant
September 18, 2024

Hi Graeme377208155nmg,

 

Thank you for reaching out.

 

Please let us know if the issue occurs with a particular document. if yes, the sender of the document might have disabled the option. Check with the sender to confirm.

If you experience this issue with all documents, let us know what happens. Share a screenshot of the error message. 

 

Let us know how it goes.

 

Thanks,

Meenakshi

 

 

 

 

 


I was having problems with Adobe refusing to upload a JPG signature image. The problem was caused by OneDrive not running. So, the image upload could see the name of the JPG, but it needed OneDrive to be active to be able to upload the image.

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