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Hello,
Our organization has some Acrobat Pro DC licenses that are assigned to our users. However, some users are unable to use the electronic signature tools provided by Acrobat Sign, especially requesting electronic signatures.
I already searched the forum and found some information. This is probably happening because our environment profile has changed, so users who previously used the tool in the old profile, now that they have been migrated to the new one, are no longer able to use it as they are still linked to that profile.
We tried adding and removing the user, removing and adding the license and it didn't work. The error messages that appear to users are:
"Request e-signature services aren't available for the profile you selected when signing in" on web
or
"Please accept the Adobe Acrobat Sign invitation previously emailed to you. If you have questions, contact your account administrator."
I tried to contact support in the admin console, but the chat doesn't work and I don't have the option to open a case.
On the phone they advise you to contact the reseller directly, which has already been done, they said they would open a ticket with Adobe, but it is taking a long time to respond. So I hope someone here can help.
1 Correct answer
Problem: Our issue arose when we signed a new contract with Adobe, resulting in the creation of a new organizational profile. Users who had received licenses under the previous profile and were accustomed to requesting electronic signatures through Adobe Acrobat Pro found that this option was no longer available when they received their new licenses under the new profile.
Cause: This occurred because the user profiles in “Adobe Sign” were linked to the profiles in the old organizational contract
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Problem: Our issue arose when we signed a new contract with Adobe, resulting in the creation of a new organizational profile. Users who had received licenses under the previous profile and were accustomed to requesting electronic signatures through Adobe Acrobat Pro found that this option was no longer available when they received their new licenses under the new profile.
Cause: This occurred because the user profiles in “Adobe Sign” were linked to the profiles in the old organizational contract.
Solution: To address this, follow these steps:
- Access the old organizational profile via the Adobe admin console.
- Navigate to Users -> Administrators and assign the System Administrator role to a user who can be utilized.
- Navigate to Product and assign the user a product license (in our case, Acrobat Pro) and the role of “Admin and Privacy Administrator of Acrobat Sign.”
- Now, access Adobe Acrobat web aplication whith this user and go to E-Sign -> Add E-Sign Branding. In some cases, refreshing the page may be necessary to option appear.
- In the left panel, go to Users, click the three lines for options, and select Show All.
- Search for the user experiencing the issue and choose the option to Delete User Info (or a similar option).
- Wait a few minutes, and then ask the affected user to test. Sometimes refreshing the page may also be required.
This works for us, hope that help others!
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Hope you are doing well. Thanks for letting us know on what worked for you.
I am marking this is a correct answer for future users to use as reference.
-Souvik
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This post is a little old but hoping you're still out there. We are having the same exact issue but I don't undertand your instructions. How were you able to go into the old contract and assign a product license? Our old contract is done and does not contain any licenses to assign.
Adobe recinded our non-profit pricing and forced us to switch contracts and infractructures. Most (if not all) user's Adobe Sign profiles are still tied to the old contract but we have no way to get at them. All I can really do in the old contract is remove users and I tried that with one person but it just seemed to scramble them worse.
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Hi, @Cary5FF7,
I looked through my personal notes, and what I found was the same thing I posted here. I think that, for some reason in our situation, we still had a valid license in old organizational profile, which is why it was possible to assign the product to a user and give them the administrator role to log and delete the users, as I mentioned in step 4. Since you don’t have access to a product license to assign to a user, I’m not sure how it would be possible to resolve this. I believe only Adobe support will be able to help.
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Thanks @José Adelmo34358491gdg4 for the quick reply and looking back over it. I think I finally found someone at Adobe support that could help, maybe. I've tried via chat and after an hour they want to dump you and tell you they'll call you at a specified time, never call, and then start the process all over again. This latest person seemed to understand the issue and was able to fix one of my users. They then said it could take up to 3 days to remap all of our users. We'll see what happens in three days. Thanks again.
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The afffected users have a conflict in their accounts, they can ask Adobe to archive their accounts and it will work just fine.
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