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"I get an error message after submitting the PowerForm that says “Error - Sorry, a server error has occurred. Please try again later or open a support ticket." along with a unique "Request ID"
Solution(s)
This issue Issues must be resolved by updating the Adobe Sign Workflow or Template configuration by the PowerForm owner(s). Any of the following can cause an error and should be reviewed.
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Service Name
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Adobe Sign
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Article Type
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Troubleshooting
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Status
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Published Link
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(to be populated by KB Author)
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| colour | Green |
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| title | READY FOR REVIEW |
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Draft
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This draft content will be removed once the production link becomes available above. |
Problem
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Summary
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Adobe Sign PowerForm fails to successfully create agreement. Various error messages.
Cal Poly Service Desk staff sometimes run into common issues and will share Adobe Sign PowerForm troubleshooting information in this section.
Problem
"I get an error message after submitting the PowerForm that says “Error - Sorry, a server error has occurred. Please try again later or open a support ticket." along with a unique "Request ID"
Solution(s)
This issue must be resolved by updating the Adobe Sign Workflow or Template configuration by the PowerForm owner(s). Any of the following can cause an error and should be reviewed.
Workflow - Agreements Info section has incompatible Completion Deadline setting
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Review the troubleshooting steps listed to learn how to get past these types of common errors.
Agreements Info Section has an Incompatible Completion Deadline Setting [Workflow]
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| title | Click to review troubleshooting steps... |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Agreements Info section Confirm the following If there is a value entered for “days days to complete the agreement”agreement, that “Completion deadline” Completion deadline is checked; OR If there is NO value entered for “days days to complete the agreement”agreement, that “Completion deadline” Completion deadline is NOT checked
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Cc Cannot be a Recipient [Workflow]
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| title | Workflow - Recipients section has incompatible authentication setting |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Recipients section Confirm all recipients have “None” and only “None” selected for “Two-Factor Authentication (2FA)”
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Workflow - Sender Input Fields section has invalid email address
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| title | Workflow - Sender Input Fields section has invalid email addressClick to review troubleshooting steps... |
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| title | Workflow - Recipients section has incompatible authentication settingLog into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Sender Input Fields Agreements Info section Confirm the email address entered for the “Default Value” is: A valid email address with no leading or trailing spaces
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Workflow - Workflow is in a "Draft" state
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| title | Workflow - Workflow is in a "Draft" state |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate to the Workflow used by the Powerform generating the error Confirm the Status is listed as “Active”
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Workflow - Workflow has a total number of Ccs that exceeds 14
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| title | Workflow - Workflow has a total number of Ccs that exceeds 14 |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate to the Workflow used by the Powerform generating the error Go to the Agreements Info section Confirm the total number of Ccs possible does not exceed 14
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Template - Template Type is not set to "Both" (Reusable document & form field layer)
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| title | Template - Template Type is not set to "Both" (Reusable document & form field layer) |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Documents section Copy or make note of the full file name(s) Navigate to the template(s) noted in previous step Confirm the “Template Type” (found when expanding “Template Properties”) is set to Both (Reusable document & form field layer)
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If you need further assistance please contact the Cal Poly Service Desk and provide the Request ID from the error message. |
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| title | Workflow - Agreements Info section has incompatible Completion Deadline setting |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Agreements Info section Confirm the following If there is a value entered for “days to complete the agreement”, that “Completion deadline” is checked; OR If there is NO value entered for “days to complete the agreement”, that “Completion deadline” is NOT checked
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no Cc is also in the Recipient section
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Recipients Section has an Incompatible Authentication Setting [Workflow]
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| title | Click to review troubleshooting steps... |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Recipients section Confirm all recipients have “None” None and only “None” None selected for “TwoTwo-Factor Authentication (2FA)”
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Sender Input Fields Section has Invalid Email Address [Workflow]
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| title | Workflow - Sender Input Fields section has invalid email addressClick to review troubleshooting steps... |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Sender Input Fields section Confirm the email address entered for the “Default Value” Default Value is: A valid email address with no leading or trailing spaces
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title
| Workflow -
Workflow is in a "Draft"
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State [Workflow]
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| title | Click to review troubleshooting steps... |
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| title | Workflow - Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate to the Workflow used by the Powerform generating the error Confirm the Status is listed as “Active”
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Active.
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Workflow has a
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Total Number of Ccs that
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Exceeds 14 [Workflow]
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| title | Click to review troubleshooting steps... |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate to the Workflow used by the Powerform generating the error Go to the Agreements Info section Confirm the total number of Ccs possible does not exceed 14
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title
| Template -
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Template Type is not set to "
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BOTH"
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Reusable
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Document & Form Field Layer [Template]
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| title | Click to review troubleshooting steps... |
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Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error Navigate through to edit the Workflow used by the Powerform generating the error Go to the Documents section Copy or make note of the full file name(s) Navigate to the template(s) noted in the previous step. Confirm the “Template Type” Template Type (found when expanding “Template Properties” Template Properties) is set to Both (BOTH Reusable document & form field layer)
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| Info |
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If you need further assistance please contact the Cal Poly Service Desk and provide the Request ID from the error message. |
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