Legacy User

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Hi, when I am trying to open the DocuSign for signing, there is an error, it doesn't allow me to open

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Community ExpertAnswer

Docusign Employee

So if you were sent an Envelope which required Authentication and you failed then the envelope is locked until the envelope notification is resent by the Sender. You need to contact them to get a new notification so you can retry the Authentication.

C

Community Member

Legacy User

What is the error being received?

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C

Community Member

Legacy User

the document is not opening, when I am trying to download and sign it shows an ERROR

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C

Community Member

Legacy User

Maybe provide a screenshot? I have seen an issue with browser when getting the following error but still dont have the entire error message....

An error message, "Unable to start the signing process. Please try again." when the browser attempts to open the envelope.

The following steps have been found to resolve the error:

1) In the browser, locate the Settings option which can be typically found in the upper right corner of the browser window.

2) Locate the setting for Privacy and/or Security, which should provide you with an option to delete Cookies, Browser History and Cache.

3) Proceed to delete these items, then close all Browser windows completely.

4) Try to open the envelope.

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C

Community Member

Legacy User

I am trying it doesn’t work

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C

Community Member

Legacy User

It shows delivery failure

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C

Community Member

Legacy User

Was this envelope originally sent to you? Did the notification get forwarded? Can you add a screenshot of the error? Have you asked the Sender to send the notification again?

Outside of getting more information I would suggest creating a DocuSign case to investigate this further.

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C

Community Member

Legacy User

A delivery failure typically means that you were the Sender of the envelope and you added the incorrect email address or made some error in the email address.

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C

Community Expert

Answer

Docusign Employee

So if you were sent an Envelope which required Authentication and you failed then the envelope is locked until the envelope notification is resent by the Sender. You need to contact them to get a new notification so you can retry the Authentication.

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L

lindilou

Newcomer

Hi i am on my chromebook, and for days i have been trying to get a docusign link to work. I applied for a loan with a company that sent me a docusign link to sign my loan documents. However the link is not working, i click to sign and the documents won’t open. The screen says error, try again, make sure your connection is stable and try again. I have also copied and pasted the 33 digit code from the email and tried signing it that way using access docusign documents site and the code will not work either. Says error. So then i went to make a personal account with docusign and it still does not show my loan document the company sent me in docusign.

I have cleared the browsers, cache, cookies, went incognito, unpluged modem , rebooted and rebooted my chromebook, still nothing. Anyone have the answer to this? thanks

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