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E-sign template hangs preparing document

Community Beginner ,
Dec 07, 2023 Dec 07, 2023

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Two users perform the same task in Acrobat cloud using the same workflow. The e-sign wizard looks different for each user. One can successfully prep and send the document, but the other person's wizard will hang on preparing. 

 

Tested with same workstation, same Windows profile, same browser, same (shared) e-sign template, same Acrobat license but different Acrobat accounts. 

 

The user having trouble can successfully e-sign send via cloud when NOT using a template, but this requires more clicks. E-sign send using the desktop client also works, but requires more clicks. 

 

We've tried rebuilding the e-sign template w/ different forms and they also hang for the one user having trouble. 

 

Looking for suggestion on how to change the e-sign template wizard? I couldn't find any prefernce settings.

 

 

< successful wizard view > 

successful wizard.jpg

< hanging wizard view >

hanging.jpg

 

 

TOPICS
Adobe Sign forms , Send documents , User interface issues , Web forms

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correct answers 1 Correct answer

Community Beginner , Dec 21, 2023 Dec 21, 2023

One of my collegues worked w/ Adobe phone support. 

His notes: 

-- tested with new document

-- able to save changes to new document

 -- issue appears to occure when templates are used/created

-- template security setting set to not allow template to be created

-- Adobe support engineer walked USER through process of re saving document as PDF to allow template to be created

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Guide ,
Dec 07, 2023 Dec 07, 2023

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The hanging wizard appears to be using the New Experience.   Try disabling it and retry.  

mariahweyne_0-1701970485432.png

 

 

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Community Beginner ,
Dec 07, 2023 Dec 07, 2023

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Thank you for the screenshot. 
We're not seeing that menu within the Acrobat website.  

 

2023-12-07 15_11_51-Manage.jpg

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Community Beginner ,
Dec 13, 2023 Dec 13, 2023

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bumping thread

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Community Beginner ,
Dec 15, 2023 Dec 15, 2023

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bumping thread

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Community Beginner ,
Dec 21, 2023 Dec 21, 2023

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One of my collegues worked w/ Adobe phone support. 

His notes: 

-- tested with new document

-- able to save changes to new document

 -- issue appears to occure when templates are used/created

-- template security setting set to not allow template to be created

-- Adobe support engineer walked USER through process of re saving document as PDF to allow template to be created

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Adobe Employee ,
Jan 02, 2024 Jan 02, 2024

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Hi DavidB341190425gmp,

 

Thank you for reaching out and sharing the steps that worked for you. It will help others with similar issues.

If you experience any other behavior change issues, let us know.

 

Thanks,

Meenakshi

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