Participant

Answered

Sending Document Out for Signing: Authentication Failed Message after Clicking Specify Where to Sign

Forum|Forum|4 years ago
August 4, 2021
14 replies
50481 views

We recently acquired two Acrobat Pro DC lincenses for users who need to send documents out for signing. As the Team administrator, after doing the installation on each user's workstation, we did some testing. After selecting the Send a Document out for Signing option, a form pops up as shown in the attached docuement. After selecting the document to send for signing and selecting the email address of the users who need to sign the document, the next step is to click the "Specify Where to Sign" button. Upon clicking this button an error message "Authentication Failed" appears in the lower left corner of the form. The user is not allowed to proceed any further.

QUESTION: What is the meaning of this "Authentication Failed" message? And, what is the remedy for resolving this issue?

Thank You,

Dale

Acrobat

Correct answer patricks78989376

After working with Adobe support, the fix for our issue was to delete and re-create the user in the Adobe Admin Center.

J

Joseph31726699efas

Participant

I just had this issue and found that the reason was one of our security applications blocking outgoing calls from adobe to adobe.demdex.net, api.echosign.com and cloudfront.net. Once they were allowed and Adobe was restarted the error was resolved.

T

Tom38939428ib3n

Participant

Hi Joseph,

Did you find that this change needed to be done on your Marshal service (or equivalant software that monitors and filters traffic via proxy servers) in the form of a rule, or was it on your firewall that sits behind and takes receipt of traffic from the proxy servers?

Kind Regards,

Tom

I

itd76322527

Participant

Had the same issue. Phoned Adobe support and there was something wrong on the Adobe backend which they fixed. Needed to test e-signing on Acrobat.Adobe.com first and then test it from the Adrobat Pro application

J

Jessica37367064r0wk

Participant

Experiencing the same issue: getting the authentication failed error message. In reading the comments, it doesn't seem to be fixed. 😞 😞 😞

mariahweyne

Inspiring

Sounds like an entitlement issue. It can be resolved. See attached.

Duplicate_accounts_Adobe_Sign.pdf

Meenakshi Negi

Community Manager

Hi Jessica37367064r0wk,

Thank you for sharing the information.

I have checked your account with the email address used to sign in here on the community page. It shows as inactive.

Please confirm if you are using the same email address or the alternate. Have you made any recent changes to the account?

Let us know if you need any help.

Thanks,

Meenakshi

M

Michael35684611yli6

Participant

How do you solve this issue? Help.

B

Beth25990231t761

Participant

Hello Guys, I found the reason that causes this issue, when you have a private account exact with the same email registered you need to change that email first and then add a security group for creating a federated account on AD, and in this case cause on Adobe site there is no more account with the same email it won't show you the Verification error message.

K

Katie Hayne

Participant

This fixed it for me. Our university moved to a new license and I didn't realise I had two accounts.

A

Allen-O

Participant

Hello,

I just ran into this issue and I wanted to advise of what worked for us. My user had a personal account that was using his company email. When signing in he would get the option to use "Personal" or the "Company" account. even though selecting company he would get the Authentication Failure. All of the other suggestions (Reinstall and delete account) did not resolve. He then had the idea to delete the company account, sign in to the personal and change the email associated to that account. We then created the company account again and the issue was resolved. I hope this helps for those still running into this issue.

Allen O

D

defaultehqx7rgxp0wy

Participant

Having the EXACT same issue, except its multiple accounts, including my admin account. I tried deleting and recreating one of my users but its still happening to them. Hoping this gets a fix soon.

D

default0c10a33eu7gg

Participant

I was having the same issue & found that if i logged into their adobe account on another laptop it worked. So I used the Adobe cleaner tool on the users laptops that was having the issue and it is now resolved https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

camerong11395779

Participant

I had the same issue with one of our users. An additional symptom was, from the document cloud site https://documentcloud.adobe.com/link/tools/?group=group-sign, under Sign a couple of the options that should have been available were missing, such as the "Create a Template" option.

I tried logging the user out/in several times and checked all the apps under their account etc and everything looked correct.

As a last recourse before calling Adobe, I deleted the user from our list of accounts as mentioned by @patricks78989376 and recreated their account. The user then re-logged in using the business Google account and from that point forward everything has been working as expected. I have no explanation for it.

emilijak29219194

Participant

I have the same issue. No word from Adobe Support?

A

Alrewas Hayes

Participant

We are experiencing the same issue. We use it for all of our contracts and have a back log of clients wanting to sign. Can we have a fix or else we will need to use another application.

W

Warren Leung

Participant

We also have the same issue. We tried deleting the user in question as the answer stated and after re-creating the user we still get Authentication failed when trying to request signature.

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