All cases 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 an authorization to begin corrective work.
Administrators can request that other parties/users be included as contributors to the case by:
1. Open the Support environment:
There are two distinct Contact Support experiences:
2. Click the Support tab
3. Select Create Case
Chat and Phone options may also available
2. Click Start Here under Open a support case
3. Select Support Request
Chat and Phone options may also available
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:
When accessing the Home or Manage page, the page is entirely blank.
Test: Attempt to load this page: https://documentcloud.adobe.com/
Based on the GDPR requirement to obtain user consent prior to storing data on the users device, some users may experience one or more requests to enable cookies:
Whenever the root domain is different on a page redirect, the user is prompted to enable cookies again (for the new domain)
Users can mitigate this problem by updating their bookmarks to point to the adobesign.com domain instead of echosign.com
A previous bug that caused the cookie prompt to appear on every page shift (when the root domain stayed constant) was resolved in the September release. Users should no longer see prompts when moving between pages (only when moving between domains).
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 on the internet. There are also DNS records for email 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 and 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 is not possible to change the "from" email value on the outbound emails to anything other than adobesign.com.
Log in to Acrobat Sign and navigate to your Manage page
Find the agreement you want and single click it to select it
Download the Audit Report to your local system
Open the downloaded PDF
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.
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 need. Three settings govern this function:
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.
When a document on a workflow falls out of scope, the workflow throws a Server error message when editing the workflow:
Senders attempting to use a workflow with this problem are provided an error message that indicates the workflow contains documents that are our 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/group access to limiting access to the owner.
Admins should cancel out of this error message rather than reload the page.
To correct the error:
Additional resources:
Log in to Acrobat Sign and navigate to your Manage page
Find the agreement you want and single click it to select it
Download the Audit Report to your local system
Open the downloaded PDF
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.
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 need. Three settings govern this function:
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.
When a document on a workflow falls out of scope, the workflow throws a Server error message when editing the workflow:
Senders attempting to use a workflow with this problem are provided an error message that indicates the workflow contains documents that are our 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/group access to limiting access to the owner.
Admins should cancel out of this error message rather than reload the page.
To correct the error:
Sign in to your account