CC Email Recipients link to documents not working & Inconsistent Method of document format

[NBS38684755c07s]

When an individual is copied (cc'd) on documents sent for signature via AdobeSign, there have been reports of inconsistent behavior. In some instances, the cc recipient receives the documents as email attachments, while in other cases, they receive only a link to view the documents. However, when a link is provided, it often does not work for the recipient.

Could you help identify what might be causing this inconsistency, and why the link does not function properly for cc'd recipients?

[creative explorer · Accepted solution]

@NBS38684755c07s this is combination of Adobe Sign's account-level settings and how those settings interact with different email clients or recipient access privileges. Adobe Sign allows administrators to configure whether a PDF copy of the agreement is attached to emails and if links are included, and certain enterprise account settings might even control whether CC'd parties receive all intermittent emails or just the final signed document. Therefore, the varied behavior suggests that these backend configurations might not be uniformly set across all sending accounts, or there could be a specific setting that either deliberately suppresses the attachment or generates a link that requires an authentication step not automatically provided to a CC'd user, causing the link to fail. To resolve this, it's best to consult the Adobe Sign account administrator for the sender to verify their exact "Send Settings" and "CC" notification configurations.

Now, while you are waiting for the Adobe Sign Account Adminstrator to get back to you, you could try simpler solutions to that don't require a deep dive into backend settings, focusing on sender actions and recipient communication?

• Before sending critical documents, the sender should do a quick test with a CC recipient (perhaps an internal colleague) to see what exactly is received (attachment vs. link) and if the link works. This proactive check can identify if their account's default settings are causing the problem before it affects external recipients.
• Inform your CC or BCC recipients to check their spam or junk folders, as some email providers might filter emails with links or attachments from automated services like Adobe Sign, especially if the sender's domain isn't whitelisted.
• Sometimes a simple typo can lead to the email not being delivered or the link not working as expected due to authentication failures. The sender should double-check the CC email address for accuracy.
• Instead of relying on the automated CC or BCC notification, the sender should manually download the final signed PDF after completion and then email it directly as an attachment to the CC/BCC recipients. This ensures the recipient gets the full document without relying on potentially faulty links or inconsistent settings.

[Meenakshi Negi · Accepted solution]

Hi NBS38684755c07s,

Thank you for reaching out, and sorry about the trouble caused. 

This appears to be weird behavior. Generally, it depends on the settings set under Account Settings> Global Settings if the document will be received as a link in the PDF. If you have Administrator rights, please check.

We have checked that you are using the Adobe Sign Enterprise plan. If you still experience any issues, the experts can best answer them. Please contact our Adobe Sign Enterprise support team for the correct information. You may contact them or raise a ticket using the steps in the following help document: https://adobe.ly/4jxyN3i.

Thanks,

Meenakshi