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Undeliverable returned email on correct email address

New Here ,
Nov 13, 2023 Nov 13, 2023

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Hi, We have received an undeliverable notification via email to an email address that has been sent to in the past. 

 

The email address exists and is correct. 

 

What do you suggest?

TOPICS
Adobe Sign forms , Send documents

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Advisor ,
Nov 13, 2023 Nov 13, 2023

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Have the receiver "white list" adobesign@adobesign.com.

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Adobe Employee ,
Dec 05, 2023 Dec 05, 2023

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Hi Workbooks25999171c38p,

 

Sorry about the delayed response.

 

This seems to be weird behavior. Please confirm if the issue was resolved after whitelisting the email at the recipient's end.

If the issue still occurs, let us know.

 

Thanks,

Meenakshi

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Community Beginner ,
Feb 08, 2024 Feb 08, 2024

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A number of us at my company are having this issue. It isn't linked to whitelist.

 

There seems to be an error within Adobe that is causing this. Some notifications get through, some just don't. It's annoying and random because you know the person's email is valid and earlier in the day they may well have received and signed documents. And then for another batch, they don't get the notifications and Adobe says it's undeliverable.

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Community Beginner ,
Mar 05, 2024 Mar 05, 2024

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Hello,

 

Hello. My company is having the same issue. It apparently started on Saturday, March 2nd. adobesign@adobesign and echosign@echosign are already whitelisted. This is something on Adobe's end as it's not showing up in our quarantine program at all. 

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Community Beginner ,
Mar 05, 2024 Mar 05, 2024

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I know that our IT big boffins had to dig deep on this one. It has now been resolved but it took a couple of weeks to fix. I'm not sure if Adobe assisted.

 

Symantec said "We have completed our investigation of the sample that you submitted as a false positive. We have concluded the email should not be classified as spam and have amended our detection engines  accordingly. 
You should no longer experience issues when receiving or sending this email."

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Community Beginner ,
Mar 05, 2024 Mar 05, 2024

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@Pippa313556865xew Any idea what your IT department had to do? 

 

@MeenakshiNegi 

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Community Beginner ,
Mar 05, 2024 Mar 05, 2024

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I've looked back at the emails I have; they didn't really explain it to us but it was more than just checking and adjusting the spam filters. We had to send Adobesign test messages to track what did/didn't get through so they could work it out. 

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