"Authentication Failed" error when trying to request e-signatures

[Amanda324674359cbd]

When trying to request e-signatures via my work Adobe account, after I add an email address, click on "Specify Where to Sign", and I get "Authentication Failed". I checked with our IT department and was told that our license covers everything. I have un-installed and re-installed, I still receive the error. Please help! 

[Meenakshi Negi]

Hi Amanda324674359cbd,

Thank you for reaching out.

If you are still experiencing the issue, please cofirm if you are uisng the same email address to sign in to the applcation which is used here on the community.

If you are using a different email address, share your email address in private message. You may initiate private message using the envelope icon at top right on community window.

Let us know if you need any help.

Thanks,

Meenakshi

[Amanda324674359cbd]

Yes, I am using the same email address to sign in to the applcation which is used here on the community.

[Amanda324674359cbd]

Any update? 

[Tamara Knapp Advisory]

I am having the same problem.  Were you able to get this solved?

[Nikuda]

Same problem here... 😕

[Sean Keough]

I have same issue...did anyone resolve this?

[mariahweyne]

Check you account by going to adobe.com.  If your license is issued by you employer, make sure to sign in using the work profile.  See attached documents for more help.

[Amanda324674359cbd]

My license is issued by my employer. I have verified that I am signed in using my work profile. I am still receiving the same error. 

[mariahweyne]

have you check if the error is the same if you try to request signatures from adobe.com, not from your desktop program?

[Meenakshi Negi]

Hi Amanda324674359cbd,

Thank you for reaching out.

Could you please share the Adobe ID (email address) you used to access the service in the private message? You may initiate a private message using the envelope icon in the top right corner of this community page.

Also, let us know if you can send the document via the Acrobat Online application. Sign in to your Acrobat online account (https://adobe.ly/3xKN6zm) and go to E-sign > Request Signature. Upload the document and check if it works. 

Let us know how it goes. 

Thanks,

Meenakshi

[Amanda324674359cbd]

I just sent you a message. 

[Meenakshi Negi]

Hi Amanda324674359cbd, 

Thank you for sharing the information, and sorry about the delay in response.

We have checked your account, and it seems to be working fine. Could you please confirm if you are still experiencing the issue. 

Thanks,

Meenakshi

[Amanda324674359cbd]

Still not working. Please see the screenshot below. 

[Amanda324674359cbd]

Nothing yet. 

[ESG123]

Hi, 

Was this issue resolved? I have a user experiencing the same problem. 

[Amanda324674359cbd]

Nothing yet. I've been having this issue since October, with no solution yet. 

[Tamara Knapp Advisory]

Good afternoon,  Adobe Customer Care finally solved this for me and said it was a provisioning issue on the back end.  It took months of back and forth, emails and phone calls until the right person figured it out at Adobe Customer Care.

[mariahweyne]

You need to contact adobe support (or your reseller).  The email is having entitlement issues and needs to be archived by Adobe in order to resolve the situation.