Adobe Sign - What are the known issues and troubleshooting tips?

Common issues encountered while trying to access Adobe Sign.

E-Signatures at the University of Illinois How do I sign an electronic document? Adobe Sign Tutorials Tips for USCs and Group Admins  Adobe Sign Troubleshooting

These are common access issues that are reported by individual users of Adobe Sign. 

If you are a Group Admin, please see "Tips for USCs and Group Admins" for further troubleshooting and FAQs.

If you are having trouble with Adobe Sign functions such as sending documents or building templates, please check out the available Adobe Sign Tutorials

How do I…

Get access to Adobe Sign?

Set up an external archive?

Access a completed agreement from Adobe Sign older than 30 days?

Change my name in Adobe Sign?

 

Help, I’m unable to…

Send envelopes/create new documents

Send envelopes to external/non-U of I users

Log in for the first time because of a previous Adobe Sign account

Log in for another reason

Find an “Account” tab

Display Adobe Sign dynamic features correctly

Use Adobe Acrobat and Adobe Sign together


HOW DO I GET ACCESS?
To gain access to send documents (agreements) out for signature, contact your appointed Group Admin. They will approve and provision an Adobe Sign account for you. If your unit does not yet have a group, contact your USC.

 
EXTERNAL ARCHIVES
External Archives are currently only available at a Group level. Please contact the AITS Service Desk for assistance. 

ACCESS COMPLETED AGREEMENTS AFTER 30 DAYS

After 30 days, documents are automatically deleted from Adobe Sign. This cannot be overridden, however, you have to option to set up an external archive for your agreements. In addition, unless you have manually changed your default settings, every user who signs the agreement should receive a PDF copy through email once it is completed so documents can often be retrieved by searching email. If you would like to set up an external archive for your group, please contact the Service Desk. There is an emergency back-up that can be accessed once all other avenues have been exhausted.


CHANGE YOUR NAME IN ADOBE SIGN

Please contact the AITS Service Desk for assistance and specify what your name currently is displaying as in Adobe Sign and what it needs to be changed to. 


UNABLE TO SEND DOCUMENTS/ "NOT AUTHORIZED TO SEND DOCUMENTS"
If a user is receiving the message "NOT AUTHORIZED TO SEND DOCUMENTS" or something similar, it is likely they have either not been added to an Adobe Sign group or if they have, the Group Admin did not complete the provisioning process. In either case, they should first contact their Group Admin. If the Group Admin is unable to resolve the issue, please contact the Service Desk

SENDING ENVELOPES TO EXTERNAL/NON U OF I USERS
When entering routing address, there is on extra step when sending to users who are external to the U of I System. For all external email addresses, you will need to type the email in the recipient field and then once entered, a drop-down will appear in the far right of the field. This is the "Authentication setting" and is automatically set to "Adobe Sign account". For external users, you will need to select "Email" instead. 

Inkedemailverification_LI


NOT BEING ABLE TO LOG-IN FOR THE FIRST TIME & PREVIOUS ADOBE ACCOUNTS

With the University-wide roll out of Adobe Sign, if you have previously had an Adobe Sign account using your authorized University of Illinois specific email address (e.g., @uic.edu, @uis.edu, or @uiuc.edu), you will receive an email like the one below indicating you are no longer authorized to send documents for signature until you either “archive” your existing Adobe Sign account or change your email address used by that account from a University of Illinois specific one to a personal one. For more information about Adobe Sign at the University of Illinois, visit: https://web.uillinois.edu/esignature/
Email sent to existing Adobe Sign users

DOMAIN REQUIREMENTS
You must use your @illinois.edu, @uic.edu, or @uis.edu to sign into your authorized University of Illinois Adobe Sign account. To ensure that your signature is validated by the university authentication service, resource accounts (e.g, department@illinois.edu), sub-domains (e.g., user@dept.uis.edu), and system office addresses (e.g., netid@uillinois.edu) should NOT be used. These may bring you to an unauthorized personal account with limited functionality. When you log in properly with your campus email address, your landing page will display the University of Illinois System logo:
Screenshot of Adobe Sign landing page with UI System Logo
Likewise, when sending documents for signature, you should be careful to use campus-specific email domains to prevent issues.
Still unable to log in? Contact the AITS Service Desk for assistance. 

UNABLE TO FIND 'ACCOUNT' TAB
In many of the Adobe Support help documents, they direct you to find the "Account" tab in the top navigation bar, but users report that it is not there. If you are trying to access your profile and individual settings, look for the "Enhance Your Account" tile that appears in the icon menu on the main page of your dashboard. 
 
If you are a Group Admin and need to make changes to your group, there should be a "Group" tab on the top navigation bar that will take you to that area of the website. Please note that your group must be created by the Account Services team and individual Group Admins cannot create groups. They can only add users to their existing group and edit permission levels.

UNABLE TO DISPLAY DOCUMENTS CORRECTLY/ADBLOCKERS

Adblockers have been observed to interfere with some dynamic features of Adobe Sign. If you experience trouble creating signatures or using the drag-and-drop features, please turn off any Adblockers you have installed and refresh the page.

ADOBE ACROBAT AND ADOBE SIGN INTEGRATION
If you are experiencing trouble in accessing Acrobat after activating a new Adobe Sign account, please contact the AITS Support Desk directly as this is often a simple permissions conflict that can resolved by an administrator. 

 
 
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