Error refreshing access token: invalid_request : invalid refresh token

[brandon_3244]

Hi, I'm receiving the following error in Document Builder when attempting to preview a Word template I am working on:

Something went wrong

Please try again later.

Contact Adobe Acrobat Sign support if this persists.

Error refreshing access token: invalid_request : invalid refresh token

Per initial research, I found articles suggesting that I need to confirm the installed package version and connect the Adobe Sign account to the Salesforce user. I have confirmed both of these shortly before posting here.

In addition, I've scaled down my template to only a few merge fields, saving my Word doc in different file extentions, i.e. .docx vs .doc. I've also confirmed the permissions of my user and the integration user to ensure we have all the permissions possible. 

I'm at a loss as to what I'm missing. If anyone has any suggestions, I'd be grateful to try.

Thank you in advance.

[Meenakshi Negi]

Hi brandon_3244,

Thank you for reaching out.

Please refer to the information in the following help document: https://adobe.ly/3DViy1s. 

We have checked that you are using the Adobe Sign Enterprise plan. If you have an integration-related question, the experts can best answer it. Please contact our Adobe Sign Enterprise support team for the correct information. You may contact them using the steps in the following help document: https://adobe.ly/42hLiuz.

Refer to the following help document for more information on Acrobat Sign Integration: https://adobe.ly/423SJEe.

Thanks,

Meenakshi