All support requests must be submitted via an Admin (group or account level) - End-users (in multi-user accounts) must contact their group or account administrators to submit new support requests. Only admins have the authority to request changes to the system. By limiting new case creation to admins only, there is less thrashing to get authorization to begin corrective work.

Administrators can request that other parties be included as contributors to the case by:

Including the email address(es) when the support request is created
CCing any other users when replying to the case email
Forwarding a case email to another user and having them use that email to reply back to the support team

For Adobe Acrobat Sign assistance:

1. Open the Support environment:

Navigate to https://adobesign.com/public/login
Log in as your administrator userID (Only Admins can submit new cases)
Click on the Question mark (?) link in the upper-right corner of the page
Select Contact Support from the drop-down menu

Navigate to the Customer Support sub-menu item

There are two distinct Contact Support experiences:

2. Click the Support tab

3. Select Create Case

Choose Administration for Admin-related queries like SSO, User Sync, tools, etc.
Choose Product for a specific product-related query (follow the screens and enter all relevant information - Priority, Product, etc.

Chat and Phone options may also be available

Contacting Acrobat Sign Support using the new process for accounts that have yet to migrate.

Administrators can request that other parties be included as contributors to the case by:

Including the email address(es) when the support case is created.
CCing any other users when replying to the case email.
Forward a case email to another user and have them use that email to reply to the support team.

The process and interface

Open the Support environment:
- Navigate to https://adobesign.com/public/login.
- Log in as your administrator userID (Only Account or Group Admins can submit new cases).
- Select the Question mark (?) link in the upper-right corner of the page.
- Select Contact Support from the drop-down menu.
After selecting Contact Support, the page reloads to show the instructions to choose a channel for how you want to contact support:
- Phone: Priority 1 (P1) Critical issues - Issues that result in outages or severe interruptions to the service. Call us so we can serve you immediately.
- Web form: Priority 2 through Priority 4 - Create a case through the web form. Responses can be expected from Adobe in one business day.
  
  Priority 2 - Urgent - Serious interruption to the normal service.
  
  Priority 3 - Important - Interruption to normal service.
  
  Priority 4 - Minor - Minimal or no interruption to normal service.
- Chat: Contact our experts in real time.

Unresolved tickets between September 1 and September 17, 2024

If you have an unresolved ticket with Support beyond September 1st,2024, your ticket history and conversation will be manually moved to another system by the assigned support agent, who will confirm the move prior to and after. Future communications between you and Support regarding the unresolved issue will happen on the new system.

Known issues

No Case Management: You can contact Adobe Support at any time to check on the progress of a Support request.
Links in emails from Support: You may notice links in the footer of emails sent by Adobe Support. These links may redirect to a page you may not have access to.
Communication after ticket closure: If you need to follow up on a Support ticket after it's closed, please create a new Support request following the process outlined above and include the previous ticket ID. Replying to a closed ticket will not reach Support.
Do not re-submit webform requests: If additional information needs to be shared after a webform is submitted or if there was a typo in the request, please wait for a support agent to contact you. You can then update the agent with additional information.
Admins with public domain email addresses: If you contact Support using a public domain email address and are an Acrobat Sign Enterprise account or group administrator, Support may include another administrator's non-public domain email address from your account in the response.
Non-admins: Only admins of an Acrobat Sign Enterprise subscription which is not yet on a VIP, VIP Custom or ETLA are authorized to contact Acrobat Sign Support via the above-mentioned workflow. No response will be sent by Support if the requestor is not an account or group admin of such a subscription.

Adobe strongly encourages you to work with your account manager, Client Success Manager, or Adobe Support as soon as possible to migrate your users to a VIP, VIP Custom, or ETLA console and benefit from our advanced Support workflows documented here.

What to include in your case

Each issue requires that you provide some information that allows us to start our investigation.

Below are common support categories with a list of suggested data points that are often needed to quickly isolate what the problem may be:

The email of the sending user
The original file being uploaded and/or the name of the library template used
- Were fields added via the in-app authoring tool?
- Were prefill fields used?
A description of the recipient list
- Number of recipients
- Roles
- Authentication types
A description of the error/problem (Images if possible)
Can the problem be reproduced and with what frequency?

The email of the sending user
The agreement name
The time/date the agreement was sent
The email address of the recipient
At what point did the signing experience encounter the issue?
If the error is related to a field:
- How was the field applied (Authoring/PDF/Text Tag)?
- What happened vs what you expected to happen?
- A copy of the uploaded form or the name of the library template

A copy of the uploaded document or the name of the library template
The email of the uploading user
A description of the issue vs what you are expecting
- Images if possible

The API holder's email address
The sending user's email address
A screenshot of the API log with errors
A list of any integrations being used (if applicable)

The name of the Integration (Salesforce, Dynamics, etc)
A description of the unexpected behavior or error message (Images if possible)
A description of the workflow leading up to the error
Transaction information (if available)

The email of the user exhibiting the behavior
The original file being uploaded and/or the name of the library template used
- Were fields added via the in-app authoring tool?
- Were prefill fields used?
Detailed steps to replicate the issue
A description of the error/problem (Images if possible)
Can the problem be reproduced and with what frequency?
Is there a transaction number?

Best practices

Ensure that more than one administrator is set up within the organization
Subscribe for status updates on the Acrobat Sign service at https://status.adobe.com/document_cloud#

Known issues

When accessing the Home or Manage page, the page is entirely blank.

Test: Attempt to load this page: https://documentcloud.adobe.com/

If you can not load https://documentcloud.adobe.com/ then you should contact your internal network administration and work with them to unblock the documentcloud.adobe.com domain and any other network domains that your security is filtering.
If you can access the above link, contact support

Some recipients may have their Cookie Acceptance banner block the Click to Sign button when they have completed their activities on the agreement.

Recipients will need to accept the cookie notification (either by Customizing their cookie permissions or Enabling all cookies).

Once the cookie requirement is satisfied, the Click to Sign button will be exposed in the same screen location:

Cookie acceptance blocking the Click to Sign button

Common questions: General

Based on the GDPR requirement to obtain user consent before storing data on the user's device, some users may experience one or more requests to enable cookies:

Users accessing Acrobat Sign from the locales enforcing GDPR must enable the core service cookies.
- Performance and personal advertising cookies can be enabled or disabled by clicking the Customize button.
- Cookies can be managed at any time by selecting the question mark icon in the upper-right corner of the window and then selecting Legal Notices > Cookie preferences:

Whenever the root domain differs on a page redirect, the user is prompted to enable cookies again (for the new domain).

Users in accounts migrating to the adobesign.com domain (from echosign.com) may have to configure their cookies twice, as each domain must place unique cookies.
- Accounts that migrate back to echosign.com may also have to re-enable cookies for that domain.

Users can mitigate this problem by updating their bookmarks to point to the adobesign.com domain instead of echosign.com.

Common questions: Email

When a company sets up a domain like "adobe.com," there are DNS records that point all calls to the adobe.com domain at one or more server IP addresses. There are also DNS records for emails that point to the email server/s for that domain.

If Acrobat Sign sent emails from our adobesign.com servers but inserted a "from" email address with a domain that did not match those DNS records, the email domain in the "from" address would not resolve back to that domain's email servers. The receiving email server would identify the email as spam (this is a common way to try to "trick" people into thinking they got an email from a "known good" sender).

As it is not possible to change the sending servers, it isn't possible to change the "from" email value on the outbound emails to anything other than adobesign.com.

Note:

The ReplyTo value is the email address of the user that created the agreement, so replying to an Acrobat Sign email will route back to the creating user.

Common questions: Agreements

Log in to Acrobat Sign and navigate to your Manage page.
Find the agreement you want and select it.
- The right rail opens to show the actions available.
Download the Audit Report to your local system.
Open the downloaded PDF.
- The Transaction ID is at the top of the page in the gray header box.

Common questions: E-signatures

Account and group-level administrators can configure the e-signature field to add or remove the blue signature line and the underlying name/date text of an e-signature.

The blue line can also be configured to shorten to better fit the provided signature.

These options can be configured in the Signature Preferences section of the Acrobat Sign admin menu.

More details can be found here >

Note:

If the signature provided by a recipient is an image, the blue signature line and the underlying name/date text is not present.

Common questions: Users/Admins

For accounts that log cases in the Adobe Admin Console, go here >
Accounts that log support requests in the legacy Acrobat Sign portal:
- Log in to Acrobat Sign.
- Mouse over your user icon in the upper-right corner and select Profile Settings from the pop-down menu.
- On your My Profile page, mouse over the question mark next to your Group Name.
  - A pop-out balloon with the names of all administrators for your group is displayed (both group and account level).
    - Clicking any name opens an email with the address of that person automatically added.

Common questions: API/Webhooks

Webhooks that record too many failures in response will automatically disable themselves and notify the customer admin or webhook owner.

When these emails are delivered can be customized to better fit the customer's needs. Three settings govern this function:

Warning threshold - How many hours must pass after the first failure before a warning email is sent? (Default is 36 hours)
- After crossing the warning threshold, a warning email will be sent every time the webhook fails (until it is disabled).
Max duration - How long should the webhook be allowed to fail (after the first failure) before it is deactivated (Default is 72 hours)?
- After crossing the max duration threshold, the webhook will be disabled upon the subsequent failure, and an email will be sent.
Max failure count - How many times must the webhook fail (consecutively) before disabling the webhook? (Default value is 1)
- After crossing the max failure count threshold, the webhook is disabled, and an email is sent.

The timer and counter rest as soon as the webhook successfully replies.

Who the emails are delivered to is dependent on the scope of the webhook.

If the primary contact isn't available, the secondary contact is notified:

Scope of Webhook	Primary contact	Secondary Contact
Account	Account Admins	The Webhook creator
Group	Group Admins	Account Admins / The Webhook creator
User	The Webhook creator	--
Agreement	The Webhook creator	--

Contact your Success Manager (or open a Support case) to customize the notification thresholds.

Common questions: Workflows

When editing a workflow, a Server error message is triggered if one or more of the documents included have fallen out of scope:

Senders attempting to use a workflow with this problem trigger an error message that indicates the workflow contains documents that are out of scope:

This error means the workflow has lost the authority to use one or more of the attached library templates. Most commonly, this happens when the template access permissions are changed from allowing the account or group access to limiting access to the owner.

Admins should cancel out this error message rather than reload the page.

To correct the error:

The owner of the template should edit the template permissions to be available to the account/group that the workflow is bound to
The workflow owner can replace the template with one with the appropriate permissions. To do this, cancel the error condition, edit the workflow, and replace the document.

Additional resources:

Troubleshooting and Help: https://helpx.adobe.com/support/sign.html
Community forums: https://community.adobe.com/t5/adobe-sign/bd-p/adobe-sign
User Guide: https://helpx.adobe.com/sign/user-guide.html
Tutorials: https://helpx.adobe.com/sign/tutorials.html

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