+1
Best answer by Noralynn.Niduaza
Hi
I appreciate your response and for providing the envelope ID.
Upon checking the envelope history, the signer had already viewed and acted on the document by uploading an attachment before the correction was made. This is part of the envelope audit trail and cannot be removed for compliance reasons. This is one of the factors that we can consider.
To isolate the issue, could you please create a test envelope and send the same documents to a recipient but do not view or do anything with the envelope? Then, correct it, try to replace the document with the new version, and see if the same behavior occurs.
If the issue persists, we recommend submitting a case directly to our Support team for further investigation. 👉 Open a case in the Docusign Support Center
I hope the information provided is helpful to you. Feel free to click the “Best Answer ✅” button below the post. That helps others in the Community find trusted answers faster.
Best regards,
Noralynn | Docusign Community Moderator
Hi
Thank you for engaging with the Docusign Community. We are pleased to have you here.
I can see how retaining both the old and new versions of the document in the same envelope can create extra work and confusion for signers. We apologize for the inconvenience, and I’ll be glad to help you with this.
Typically, when you correct an envelope and remove a document, the removed document should no longer be present in the envelope after you finalize your corrections. Could you please verify if you are using a template?
If both documents were retained, we should check the account-level sending settings. If this setting restricts document/template modifications, you may see both versions retained, or you may be unable to delete/replace documents, even if they are unsigned. Additionally, if the old version has already been completed by other recipients, then there is no way for us to remove the document. Docusign maintains an audit trail of the envelope.
Kindly provide the envelope ID or template ID via private message so we can further check.
Link for reference: Locate a Template ID / Locate a Docusign envelope ID
Best regards,
Noralynn | Docusign Community Moderator
+1Dear Noralynn,
Thank you for your message. Based on your explanation, I believe I may have identified the issue. In all the cases I mentioned, templates were indeed used.
It seems that what I initially thought was an issue may actually be expected behaviour. As you noted, “if the old version has already been completed by other recipients, then there is no way for us to remove the document, as DocuSign maintains an audit trail of the envelope.” This likely explains what we are seeing.
While I cannot confirm with certainty that the old version had been completed in every case, it is quite possible that this was the reason.
I will send you one of the envelope IDs via direct message for further investigation. If I come across a clear case where the old document has not been completed but still remains in the final envelope, I will reach out again.
Warm regards,
PMUG
Hi
I appreciate your response and for providing the envelope ID.
Upon checking the envelope history, the signer had already viewed and acted on the document by uploading an attachment before the correction was made. This is part of the envelope audit trail and cannot be removed for compliance reasons. This is one of the factors that we can consider.
To isolate the issue, could you please create a test envelope and send the same documents to a recipient but do not view or do anything with the envelope? Then, correct it, try to replace the document with the new version, and see if the same behavior occurs.
If the issue persists, we recommend submitting a case directly to our Support team for further investigation. 👉 Open a case in the Docusign Support Center
I hope the information provided is helpful to you. Feel free to click the “Best Answer ✅” button below the post. That helps others in the Community find trusted answers faster.
Best regards,
Noralynn | Docusign Community Moderator
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