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User unable to request e-signatures.

New Here ,
Apr 28, 2024 Apr 28, 2024

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Hi, 
I have a user that is unable to request e-signatures from both adobe pro application and from adobe pro web portal.
On desktop, i get a white box with no display and on web i get the attached screenshot.
The user has both personal and a work adobe ID linked, i have tried both and they get the same issue.
Can i please request assistance? 
Thanks

 

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Advisor ,
Apr 29, 2024 Apr 29, 2024

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Sounds like an entitlement issue. I advise you to have the user contact the help chat and ask them to archive their account. Contact Adobe support  Ask the bot for an agent.

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Adobe Employee ,
May 06, 2024 May 06, 2024

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Hi Chris34816504pn9z,

 

Thank you for reaching out.

 

If the issue occurs with a particular user ID, please share it with us in a private message. We will check it.

In the meantime, ask the user to clear the cache and cookies for the browser. Try an alternate browser or the new incognito window on Chrome. Check if that helps.

 

You may initiate a private message using the envelope icon at the top right corner of this community page.

 

Thanks,

Meenakshi

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New Here ,
May 06, 2024 May 06, 2024

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Hi, have just sent you a message. Thanks

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Adobe Employee ,
May 13, 2024 May 13, 2024

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Hi Chris34816504pn9z,

 

Thank you for sharing the information.

 

I have checked the account, and it shows as inactive. It is not possible to activate it from your end.

As it is an Acrobat Enterprise account, please get in touch with the Acrobat Enterprise support team via the steps suggested here: https://adobe.ly/3QFCnNe.

 

Let us know once the issue is resolved or if you experience any issues in contact with the team. 

 

Thanks,

Meenakshi

 

 

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

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