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

Forum|Forum|4 years ago
June 6, 2022
11 replies
790 views

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.

eSignature

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.

C

Community Expert

Answer

Docusign Employee

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

Community Member

Legacy User

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

Community Member

Legacy User

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

Community Member

Legacy User

Has this issue been resolved?

C

Community Member

Legacy User

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

C

Community Member

Legacy User

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

C

Community Member

Legacy User

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

Community Member

Legacy User

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

Community Member

Legacy User

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

Community Member

Legacy User

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!

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