Prefilled form fields are wiped empty after launching for signatures

[Lively_Breeze5EC4]

Starting today, my entire team is at a standstill.

Workflow:
We use multiple reusable form teplates to assemble contract packages. We do this daily. Each package might user 2-5 temapltes with over 100+ form fields. We pre-fill the majoroty of the fields, and assign the rest to various signers. 

Issue:

Starting today, all form fields are being wiped clean after prefilling and sending the package for signatures. The package that goes out is has no form field data on it. 

Is anyone else experiencing this issue? 

[Meenakshi Negi]

Hi Lively_Breeze5EC4,

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

There was a known issue; however, it has been resolved now. If this is happening to the entire team, it needs to be checked.

We checked that you have the Acrobat Sign Enterprise plan. Experts can better check this and help you with the correct information. Please reach out to our Acrobat Sign Entperise support team via the steps suggested in the following help document: https://adobe.ly/4o9Lvcl.

Feel free to let us know if you need any help.

Thanks,

Meenakshi

[Joshua31845932tsel]

The same thing happened to me. The forms that were completed by the client and co-signed by us came through with all the pre-filled fields. However, the others that are still marked "In Progress" don’t have any of the pre-filled information. I’m guessing I’ll need to cancel those and resend them?

[Meenakshi Negi · Accepted solution]

Hi Joshua31845932tsel,

Thank you for reaching out.

Please try sending the new document and see if the same thing happens. If not, you may cancel the previous transaction and send the new one.

However, if the issue still occurs, please contact our Acrobat Sign Enterprise support team via the steps suggested in the following help document: https://adobe.ly/40JnYEY to get this checked.

Feel free to let us know if you need any help.

Thanks,

Meenakshi