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

[MACOM]

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

[Meenakshi Negi]

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

[MACOM]

HI Meenakshi

We've tried with several documents from a number of users and only this particular person has the issue.  The issue only occurs in eSign and he works fine within Acrobat DC normally.

Today we created a new profile for the user to see if that was the issue, but the error persists - error attached.  The machine is full up to date with Windows updates, so cannot think what else to try

Many thanks and best regards

Mark

[MACOM]

Hi Meenakshi

Any thoughts on this ?

Thanks

Mark

[Meenakshi Negi]

Hi Mark,

Just to confirm, did the user tried to add signature on any other document? Did he receive the same error?

Could you please share the image file size that the user trying to add as a signature?

Also, check if the user is able to add any of the image files there.

For testing, please create a sample form with signature and send it to that user. Before sending the document make sure that the option "Uploading an image of their signature and initials" is checked under Account > Account Settings > Signature Preferences > Allow recipients to sign and initial by.

Let us know how it goes.

Regards,

Meenakshi

[MACOM]

HI Meenakshi

The user has tried to add the signature to various documents sent from a number of people to try and eliminate as much as possible.  Fundamentally, the same error exists just for this one user.  We can send the same document to other users and all is OK.  The problematic user can sign with a surface pen, no problem, but cannot insert an image.  The same image, however, can be inserted by other users.  The user has also tried creating a new image in JPG, PNG & PDF formats, but still gets the same error.  We have tried the new images he created with other users and it works for them, but not for him.

Really unsure what else to try apart from rebuilding the whole machine.

Any other options you can think of ?

Thanks

Mark

[Marwan1587]

I have the same problem and cannot find a solution

[defaultdvsadr9h9r3w]

I am also having the same problem

[Graeme377208155nmg]

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

[Meenakshi Negi]

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

[BarryMyb]

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.