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Missing documents when downloading completed envelope

Forum|Forum|2 years ago
July 24, 2024
11 replies
196 views

How can two recipients download same completed document (PDF), and one of them has missing (blank) pages. Am suspecting PDF settings. Any ideas?

CLM

Best answer by Pawan Gangwani

Hi Pawan. Yes and when user clicks on ‘Combine all PDFs into single file’ and clicks on ‘Download’ the PDF download consists of 4 documents + COC (COC states 6 documents). Another user who is also a signer of same document is downloading the 6 documents + COC successfully via same path.

Is there any document visibility configuration set-up, or if not then I might suggest you to raise the ticket to the DS Support. Create Case ticket
To ensure that the DocuSign Support team handles your request in the most efficient manner, please include all relevant information in your support case (the complete PDF, the affected Envelope ID, and details of the affected recipient).

Pawan Gangwani

Hero

Hello @michmi

I hope you doing great. So are you downloading from eSignature or from CLM?

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M

michmi

Author

Troubleshooter

Hi! Am downloading from the ‘Download’ button in ‘Agreements’.

M

michmi

Author

Troubleshooter

To be more specific from ‘Agreements’, from both ‘Inbox’ and ‘Completed’

M

michmi

Author

Troubleshooter

eSignature

Pawan Gangwani

Hero

Hey Are you seeing these option while downloading the document?

if not can you share what exactly you seeing?

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M

michmi

Author

Troubleshooter

Hi Pawan. Yes and when user clicks on ‘Combine all PDFs into single file’ and clicks on ‘Download’ the PDF download consists of 4 documents + COC (COC states 6 documents). Another user who is also a signer of same document is downloading the 6 documents + COC successfully via same path.

Pawan Gangwani

Answer

Hero

Hi Pawan. Yes and when user clicks on ‘Combine all PDFs into single file’ and clicks on ‘Download’ the PDF download consists of 4 documents + COC (COC states 6 documents). Another user who is also a signer of same document is downloading the 6 documents + COC successfully via same path.

Is there any document visibility configuration set-up, or if not then I might suggest you to raise the ticket to the DS Support. Create Case ticket
To ensure that the DocuSign Support team handles your request in the most efficient manner, please include all relevant information in your support case (the complete PDF, the affected Envelope ID, and details of the affected recipient).

Way to Learn | I'd love your feedback | Hit Like | Mark it Best🌈

M

michmi

Author

Troubleshooter

Hi Pawan and thank you for your reply. We have requested assistance from DS Support. Am sure we are not the only ones who have encountered this issue.

Pawan Gangwani

Hero

Hi Pawan and thank you for your reply. We have requested assistance from DS Support. Am sure we are not the only ones who have encountered this issue.

That’s great, I am sure support team will help you out. If you find the solution then do not forget to share with the wider audience here and mark it best.

Thanks!

Way to Learn | I'd love your feedback | Hit Like | Mark it Best🌈

M

michmi

Author

Troubleshooter

Thanks Pawan. DS Support have advised it is a visibility issue.

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