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DocuSign FAQs

  • Updated

Purpose: Troubleshooting issues frequently encountered by DocuSign users.

Prerequisite: An active account with DocuSign access

Audience: All DocuSign users

 

Common Issues:

 

Unable to sign document:

Incorrect Signer Role

  • The user may not be assigned the correct role (e.g., "Signer") or may have been assigned a role with insufficient permissions, such as "Viewer" or "Approver."

Not Logged In

  • The user needs to be logged into their DocuSign account to sign. If they are not logged in, they will be prompted to do so before they can sign.

Expired Signing Link

  • The signing link may have expired, and the document can no longer be signed. This can happen if the document was sent with a specific expiration date.

Document Already Signed

  • If the document has already been signed by all required parties, the system may prevent further actions, such as signing or modifying the document.

Unresolved Authentication Issues

  • Some documents require additional authentication methods (e.g., SMS, email verification). If the signer hasn’t completed these steps, they may be unable to sign.

Browser Compatibility Issues

  • Certain browsers may not be fully compatible with DocuSign. Ensure that the signer is using a supported browser (e.g., Chrome, Firefox, Safari, or Edge).
  • DocuSign supported systems: Link

Missing Signature Field

  • The document may not have a signature field in the location where the user is trying to sign, or the field may not be assigned to the correct signer.

Document Not Loaded Properly

  • The document may not have loaded correctly due to connection issues or file format problems, preventing the signer from accessing the document properly. Ensure the user refreshes their page or does a cache refresh (Apple: CMD + Shift + R / Windows: CTRL + Shift + R).

Restricted User Permissions

  • If the signer has restricted permissions or is using a guest or limited access role, they may not have permission to sign.

Firewall or Network Restrictions

  • The signer’s network or firewall might be blocking the DocuSign platform, preventing the document from being opened or signed. User needs to contact their local IT team to assist unblocking the site.

Email Not Verified or Account Issues

  • If the signer’s email address has not been verified or there are issues with their DocuSign account, they may be unable to sign. Ensure the user checks their email to verify their account, also check their junk mail folder.

Mobile App Issues

  • If signing via a mobile app, the app may have issues or outdated software preventing the document from being signed. Ensure the app is updated to the latest version.

Signer is Not the Next in Line

  • If the signing order is set, and the signer is not next in line in the workflow, they may not have the option to sign until the previous signers complete their actions. They must contact their accounts team that hand out DocuSign emails to rectify.

Required Fields Not Completed

  • The document may have required fields that need to be filled out before signing. If these fields are incomplete, the signer may be unable to proceed with signing.

Issues with Document Permissions or Access

  • If the document is locked or the signer has restricted access (due to privacy settings or document permissions), they may not be able to sign.

 

 

Document errors:

Here are some common DocuSign document errors that users may encounter:

Incorrect or Missing Signer Information

  • Error: Signers' names, emails, or roles are incorrect or missing.
  • Solution: Double-check that all signer details are accurate before sending the document. Ensure that email addresses are correct and that the signer roles (e.g., "Signer," "Approver," etc.) are properly assigned.

Signature Field Misplacement

  • Error: Signature or other required fields are placed incorrectly or not placed at all.
  • Solution: Review the document to ensure that signature fields, initials, dates, and other required fields are correctly positioned in the document before sending it.

Signer Not Receiving the Email Invitation

  • Error: The recipient doesn't receive the DocuSign email invitation to sign the document.
  • Solution: Verify that the email address is correct. Ask the recipient to check their spam/junk folder. If the problem persists, try resending the invitation or use the "Resend" option in the DocuSign dashboard.

Expired Signing Link

  • Error: The signing link has expired before the signer could complete the process.
  • Solution: Ensure that the signing deadline is set appropriately, or extend the signing window if necessary.

Document Not Loaded or Blank

  • Error: The document fails to load, or appears blank when the recipient tries to view it.
  • Solution: Ensure the document format is compatible with DocuSign (e.g., PDF, DOCX, etc.). If it’s a larger file, try compressing it or splitting it into smaller parts. Make sure the document is fully uploaded before sending.

Incorrect Document Version

  • Error: The wrong version of a document is sent for signature.
  • Solution: Always double-check that the correct version of the document is uploaded and selected before sending for signature.

Signature Fields Missing or Not Available

  • Error: Signature fields are missing, or the recipient is unable to find them.
  • Solution: Before sending, verify that the document contains all necessary fields. Use the DocuSign editor to add signature fields and check that they are assigned to the correct recipients.

Signer Not Able to Click to Sign

  • Error: A recipient cannot click or interact with the document to provide their signature.
  • Solution: Ensure that the signer’s browser is up-to-date. Some older or incompatible browsers might cause issues. Suggest trying a different browser or device.

Incorrect Date Format

  • Error: The document requests a date in a specific format, but the signer enters it incorrectly.
  • Solution: Use the correct date field format in DocuSign and clearly instruct signers on the expected date format (e.g., MM/DD/YYYY).

Failed Authentication

  • Error: Signer is unable to pass authentication or identity verification (e.g., SMS code, knowledge-based questions).
  • Solution: Make sure that the authentication method chosen is appropriate for the signer. If using advanced authentication, verify the recipient's information before sending the document.

Signer Role Confusion

  • Error: A signer is assigned the wrong role or has no role assigned.
  • Solution: Review the signer roles and ensure each participant in the document has the correct permissions (e.g., Signer, Approver, or Carbon Copy).

Incomplete Document Status

  • Error: Document status shows "In Progress" for an extended period, and signers are not completing their sections.
  • Solution: Follow up with the signer. You can also resend reminders or escalate the process if needed.

Signature Field Type Mismatch

  • Error: Signer is unable to apply the signature because the field is set to the wrong type (e.g., Initials required instead of Signature).
  • Solution: Review the field types set in the document. Use the correct field for signature, initials, or date.

Incorrect Email Notifications or Alerts

  • Error: DocuSign notifications are sent to the wrong person, or alerts are missing.
  • Solution: Double-check the email addresses in the system and ensure correct notification settings are selected.

Errors in Bulk Sending

  • Error: Issues arise when sending documents to multiple recipients in bulk, such as incorrect recipient order or missing documents.
  • Solution: Ensure that all recipients are correctly listed and that the document settings are appropriate for bulk sending. You can also use templates to avoid manual errors.

Failed Document Attachment

  • Error: Attachments do not upload correctly or fail to be included in the final document.
  • Solution: Make sure the file is not too large, and that the format is supported by DocuSign. If issues persist, re-upload the document.

Too Many Fields for Signers

  • Error: The document has an excessive number of fields for the signer to fill out, leading to confusion or missing fields.
  • Solution: Keep the number of required fields to a minimum. If the document is lengthy, consider splitting it into multiple sections.

Non-Signer’s Viewability

  • Error: People in CC or other non-signing roles can accidentally alter fields.
  • Solution: Make sure to set appropriate permissions for recipients to only view the document if they’re not required to sign.

Auto-Signature Settings

  • Error: Some documents automatically fill out signatures or initials, causing confusion if not properly set.
  • Solution: If auto-signature features are enabled, ensure they’re used correctly and only in situations where signatures are pre-authorized.

Language/Regional Settings Mismatch

  • Error: The document language or date formatting appears differently based on the recipient's region or language preferences.
  • Solution: Use DocuSign’s language settings to select the appropriate language or region for your document and make sure the signer’s preferences match.

Page Layout Issues

  • Error: Document pages don’t align with the signature fields when printed.
  • Solution: Before sending, ensure that page layouts and signature fields are aligned, especially when it’s a document that will need to be printed post-signing.

 

 

Missing emails:

Incorrect or Misspelled Email Address

  • Ensure the recipient’s email address is correctly entered and free of typos.

Email Filters (Spam/Junk Folder)

  • DocuSign emails may be flagged as spam or junk. Ask the recipient to check these folders and whitelist DocuSign emails.

Email Delivery Delays

  • Sometimes, email servers experience delays. Wait a few minutes and resend the invitation if necessary.

Domain Blockage

  • The recipient’s email provider might block DocuSign’s email domain. Ensure that the recipient’s IT department allows emails from @docusign.com.

Expired Link

  • If the signing link expired, the recipient may no longer be able to access the document. You can resend the invitation or extend the expiration.

Incorrect Notification Settings

  • The sender’s DocuSign settings might not be configured to notify recipients correctly. Verify the notification settings.

Bulk Send or Multiple Recipients

  • In bulk sending, recipients might receive delayed or lost invitations if their email provider flags bulk mail as potential spam.

Email Address in Use by Multiple DocuSign Accounts

  • If the recipient’s email address is associated with multiple DocuSign accounts, it can lead to confusion or issues with receiving emails.

Firewall or Proxy Blocking

  • Corporate firewalls or proxy settings might block external emails. The recipient may need to check with their IT department.

Recipient’s Email Storage Full

  •  If the recipient’s inbox is full, they may not receive the email. Have them clear space or provide an alternate email address.

An Error has Occurred Make Sure your Connection is Stable

  • Clear cache/cookies
  • Try a different browser(s)
  • Try an Incognito window
  • Try a different device
  • Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
  • Try using VPN, or if on one already, disconnect from VPN and try again                             Note : In most instance, this has been resolved via Chrome Browser.