Troubleshooting Adobe Sign PowerForm

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)

Issues must be resolved by updating the Adobe Sign Workflow or Template configuration by the PowerForm owner(s). 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]

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
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

Cc Cannot be a Recipient [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
Go to the Agreements Info section
Confirm no Cc is also in the Recipient section

Recipients Section has an Incompatible Authentication Setting [Workflow]

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)

Sender Input Fields Section has Invalid Email Address [Workflow]

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

Workflow is in a "Draft" State [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.

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

Template Type is not set to "BOTH" Reusable Document & Form Field Layer [Template]

If you need further assistance please contact the Cal Poly Service Desk and provide the Request ID from the error message.

Cal Poly ITS Knowledge Base