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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 an Incompatible Completion Deadline Setting

 Click to review troubleshooting steps...

  1. Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error

  2. Navigate through to edit the Workflow used by the Powerform generating the error

  3. Go to the Agreements Info section

  4. Confirm the following

    1. If there is a value entered for “days to complete the agreement”, that “Completion deadline” is checked; OR

    2. If there is NO value entered for “days to complete the agreement”, that “Completion deadline” is NOT checked

[Workflow] - Recipients Section has an Incompatible Authentication Setting

 Click to review troubleshooting steps...

  1. Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error

  2. Navigate through to edit the Workflow used by the Powerform generating the error

  3. Go to the Recipients section

  4. Confirm all recipients have “None” and only “None” selected for “Two-Factor Authentication (2FA)”

[Workflow] - Sender Input Fields Section has Invalid Email Address

 Click to review troubleshooting steps...

  1. Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error

  2. Navigate through to edit the Workflow used by the Powerform generating the error

  3. Go to the Sender Input Fields section

  4. Confirm the email address entered for the “Default Value” is:

    1. A valid email address with no leading or trailing spaces

[Workflow] - Workflow is in a "Draft" State

 Click to review troubleshooting steps...

  1. Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error

  2. Navigate to the Workflow used by the Powerform generating the error

  3. Confirm the Status is listed as “Active”

[Workflow] - Workflow has a Total Number of Ccs that Exceeds 14

 Click to review troubleshooting steps...

  1. Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error

  2. Navigate to the Workflow used by the Powerform generating the error

  3. Go to the Agreements Info section

  4. Confirm the total number of Ccs possible does not exceed 14

[Template] - Template Type is not set to "Both" (Reusable Document & Form Field Layer)

 Click to review troubleshooting steps...

  1. Log into Adobe Sign using an account that has access to the Workflow used by the PowerForm generating the error

  2. Navigate through to edit the Workflow used by the Powerform generating the error

  3. Go to the Documents section

  4. Copy or make note of the full file name(s)

  5. Navigate to the template(s) noted in previous step

  6. Confirm the “Template Type” (found when expanding “Template Properties”) is set to Both (Reusable document & form field layer)

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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