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Has the AdobeSign specification changed? Is it need to install AdobeAcobat Pro to use?

New Here ,
Feb 23, 2023 Feb 23, 2023

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Has the AdobeSign specification changed? Is it needed to install AdobeAcobat Pro to use?
User who has AdobeSign lisence suddunnly had not been able to use AdobeSign on AcrobatReader.
After innstalled AcrobatPro, AdobeSign woked.
But another user still can use it on AcrobatReader.
Does anyone know about this?

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Community Expert ,
Feb 23, 2023 Feb 23, 2023

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<moved from enterprise and teams>

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Adobe Employee ,
Feb 27, 2023 Feb 27, 2023

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Hi Kenichi5DDD,

 

Thank you for reaching out.

 

This seems to be weird behavior. It should work if the user is signed in using the Adobe ID with an active subscription.  

Could you please confirm the Acrobat Reader version? It would be helpful if you could share the screen recording when the user tries sending documents using the Acrobat Reader application. 

 

Let us know if you have any questions.

 

Thanks,

Meenakshi

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New Here ,
Mar 03, 2023 Mar 03, 2023

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Hi MeenakshiNegi,
Thank you for the reply.

Our user couldn't use AdobeSign, inspite of she has its License.
Of cource signed in using Adobe ID with an active subscription.
When she try to use AdobeSign on Acrobat Reader, after click "Add recipients to e-sign on this document", it froze and message popped up like "Can't complete your request, Error occurred while access to the service. please try it again later"
It happened on another PC, too.
Acrobat Reader ver19.012.20034

Also "Access Denied" message showed up when she click "AdobeSign" on Adobe Website.

 

Thanks

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Adobe Employee ,
Mar 07, 2023 Mar 07, 2023

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Hey Kenichi5DDD,

 

Thank you for sharing the information.

 

Would you mind sharing the Adobe ID of the user in the private message? So we can check the account status on our end.

You may initiate a private message using the envelope icon at the top right corner of this community page. 

 

Thanks,

Meenakshi

 

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