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

[defaultc2r3sq7ekvh3]

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

[Crysta5FA8]

Sadly not here to resolve but add - I have also just faced this problem, exactly as you describe. Following here in hopes a resolution is presented.

[patricks78989376]

Also running into same issue. Any resolution?

[bustereyes]

We are experiencing a similar issue where we get an authentication error when we try to use the adobe sign entitlement with in the Adobe DC application. Has anyone resolved this?

Thanks,

Jon

[patricks78989376 · Accepted solution]

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

[Deborah_Jeremy]

I did this, and still get the error message.

[Abdool Huck30594794bh3a]

how do you recreate user

[scottb1979]

Hi all

I've just had this exact same problem and just wondered if there was any update on a solution? I don't really want to have to delete and recreate my user if possible.

This is an extremely urgent issue and is affecting company processes for me and other members of my team.

Thank you!

[steveb81499845]

I have tried deleting and receating, still same problem. Adobe Support said they were manully provisioning the account on the back-end and it would fix it. It still isn't fixed, no response from them as to if they have provisioned it as yet. A lot of money to spend on a prodcut that doesnm't function. I have also noticed a lot more crashes in last few weeks when simply opening a PDF....

[steveb81499845]

I am having exactly the same issue as decribed. This is affecting the way we do business and needs to be resolved. Has anyone heard anymore on getting this fixed or looked at switching to using other software to achieve the same result? We don't pay top dollars for an issue like this to be unresolved and with no response from support.

Thank you,

Steve

[Alrewas Hayes]

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.

[Warren Leung]

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.

[affectionate_shape16B8]

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

[camerong11395779]

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.

[defaultehqx7rgxp0wy]

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.

[default0c10a33eu7gg]

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

[Allen-O]

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

[Beth25990231t761]

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.

[Katie Hayne]

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

[Michael35684611yli6]

How do you solve this issue?  Help.

[Jessica37367064r0wk]

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

[mariahweyne]

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

[Meenakshi Negi]

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

[itd76322527]

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

[Joseph31726699efas]

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.