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Can you change an envelope's status from "On Hold"?

  • June 6, 2022
  • 11 replies
  • 658 views
C
Docusign Employee
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Hi, I'm having an issue with several envelopes one of my organizational users sent within the last few days. In DocuSign, the envelopes' statues are listed as "On Hold" and I'm unable to move them forward in the workflow. I haven't encounter this before and would like to avoid having to resend the envelopes again.

Best answer by Community Expert

Hi,

Thank you for reaching out here in the DocuSign Community. 

This envelope status is related to an ongoing product issue that is currently being worked on by our development team and should be resolved as soon as possible.

If you would like us to provide you with updates on the state of the fix, please create a case, reference ticket RR-14, and one of our Support Experts will follow up in short. 

  

https://support.docusign.com/en/contactSupport 

  

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support. 

Please click "Select as Best" below if you found the answer to be a valid solution to your issue! 

Best regards, 

Alejandro R. 

Community Moderator. 

11 replies

C
Docusign Employee
Forum|alt.badge.img

Hi,

Thank you for reaching out here in the DocuSign Community. 

This envelope status is related to an ongoing product issue that is currently being worked on by our development team and should be resolved as soon as possible.

If you would like us to provide you with updates on the state of the fix, please create a case, reference ticket RR-14, and one of our Support Experts will follow up in short. 

  

https://support.docusign.com/en/contactSupport 

  

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support. 

Please click "Select as Best" below if you found the answer to be a valid solution to your issue! 

Best regards, 

Alejandro R. 

Community Moderator. 

C
Docusign Employee
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We are saving he same problem here. We need this resolved ASAP. It looks like this is related to the new "Delay" feature which we have NEVER used.

C
Docusign Employee
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Hi,

Thank you for making me aware of this issue.

At this time, there are some accounts that are still being affected by this product issue.

If you are among the affected customers, please don't hesitate in creating a support case for us to make our development team aware of this behavior.

https://support.docusign.com/en/contactSupport 

  

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support. 

Best regards, 

Alejandro R. 

Community Moderator. 

C
Docusign Employee
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Has this issue been resolved?

C
Docusign Employee
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it appears not, as its happening to a large number of my powerforms today!!

C
Docusign Employee
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I raised a ticket with DocuSign Support but they haven't been able to help me with this problem yet.

C
Docusign Employee
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We never got a resolution for this. Power forms started working again, but all the ones on hold had to be resubmitted. This was specific to power forms for us that had conditional routing.
C
Docusign Employee
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opened a ticket, without much success. We can't resubmit these forms - there are just too many. I am going to have to manually email them out just to keep the process moving. Very dissapointing.

C
Docusign Employee
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Same with us @Tricia Wilson​, happened to a some PowerForm submissions using Conditional Routing. Impacted some, but not others so I can't tell what's caused the issue. I keep going in circles with DocuSign Support...

C
Docusign Employee
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Hi,

Thank you for following up.

There have been several reports of PowerForms with conditional recipients experiencing this issue.

The current workarounds are the following:

For new envelopes: create a copy of the template and a new Powerform based on it.

For existing envelopes: removing the conditional recipient allows the workflow to continue.

Our engineering team has been made aware of the situation and is currently tracking the progress of their work through ticket id FRM-1666, feel free to include it in your next correspondence to our support team and we will follow up accordingly.

Best regards, 

Alejandro R. | DocuSign Community Moderator 

"Select as Best" below if you find the answer a valid solution to your issue! 

A
Newcomer
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  • AshleyDPFNewcomer
  • Newcomer
  • September 19, 2024

I just encountered the issue and it has been 2 years later. I want to use the delay feature, copy from other envelopes with the same setup, and/or use a template with that built in. There should be an option to release the delay. I have over 10 envelopes that I have to redo because the delay did not release once it was completed. 

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