Recipient just sees "Preparing Document" - document never loads

When the recipient receives the document to sign, it never loads. The webpage just says "Preparing Document". The recipient, a tech-savy person, has tried with different browsers with clearing cache with no avail.

To test this, I sent myself the same document and have experienced the same issue. The document to sign never loads.

There are 2 different documents behaving the same way. This doesn't seem like a document/browser problem. I have an open case with Adobe, but I'm simply only told to clear cache or use a differnent browser.

I use Adobe Sign for proposal and contract approvals, and it's included in my plan. I don't want the only answer to be to deal with it or use another platform.

Any suggestions?