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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)

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]

 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

Cc Cannot be a Recipient

 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 no Cc is also in the Recipient section

Recipients Section has an Incompatible Authentication Setting [Workflow]

 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)

Sender Input Fields Section has Invalid Email Address [Workflow]

 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 is in a "Draft" State [Workflow]

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

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

 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 the 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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