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Cannot open zip files as Adobe saying unsupported or damaged files

Forum|Forum|1 year ago
February 20, 2025
8 replies
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Hi, I was always able to download multiple signed documents as individual PDFs. All of a sudden when I try to download them all at once as individual PDFs, they are converting into one zip PDF document and when I try to open it in Adobe I get a message saying that the document is either unsupported or the file has been damaged. Does anyone know how to fix this as I don't want to download every single file individually as the envelopes usually contain 5 -20 signed individual documents. Thanks.

eSignature

Best answer by Melanie.Panguito

Hello @NatalieFL,

Thank you for your follow-up. Could you please try dragging the documents out of the zip folder and dropping them onto your desktop or into any folder you prefer? If you attempt to open the documents while they remain in the zip folder, Adobe might recognize them as zip files, which could prevent them from being read. Moving them to a different location may help resolve this issue. Should the problem persist, please submit a case so that Technical Support can take a closer look at this issue.

To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case.” Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

I understand that this situation may have caused some inconvenience, and for that, I sincerely apologize. Let us know if you need further assistance.

Best regards,

Melanie | Docusign Community Moderator

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

Michael.Rave

Docusign Employee

@NatalieFL

The ZIP file needs to be unzipped before you can open it with Adobe Acrobat. After you unzip the file, you will have a folder with all the individual PDF files.

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.

N

NatalieFL

Author

New Voice

Do you know how I can prevent the downloads from zipping in the first instance? This has only recently just started happening, for the last 3 years the downloads haven't zipped. I don't have the option to unzip them.

Michael.Rave

Docusign Employee

@NatalieFL

The behaviour has not changed, let me explain the different options.

When you download a single document, it will be a PDF file.
Depending on your account configuration, there may be a 'combined' download option available to get all documents from a single envelope as one combined document.
When downloading multiple envelopes, the output will always be a ZIP file.

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.

M

Melanie.Panguito

Docusign Employee

Hello @NatalieFL,

I hope you are doing well. I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful. If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find. Otherwise, let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Melanie | Docusign Community Moderator

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

N

NatalieFL

Author

New Voice

Hi, no I have not been able to rectify the issues. I am still having the same message with Adobe.

Is there any way I can organise a virtual meeting with someone to run through the issue? My IT provider has not been able to rectify it either and said Docusign need to help as the provider.

N

NatalieFL

Author

New Voice

Hi @Melanie.Panguito I still have not been able to rectify my problem. Can you please help?

M

Melanie.Panguito

Answer

Docusign Employee

Hello @NatalieFL,

Thank you for your follow-up. Could you please try dragging the documents out of the zip folder and dropping them onto your desktop or into any folder you prefer? If you attempt to open the documents while they remain in the zip folder, Adobe might recognize them as zip files, which could prevent them from being read. Moving them to a different location may help resolve this issue. Should the problem persist, please submit a case so that Technical Support can take a closer look at this issue.

To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case.” Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

I understand that this situation may have caused some inconvenience, and for that, I sincerely apologize. Let us know if you need further assistance.

Best regards,

Melanie | Docusign Community Moderator

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

M

Melanie.Panguito

Docusign Employee

Hello @NatalieFL,

I hope you are doing well. Just checking if you still need further assistance. If you found my previous response to be a useful solution to your question, please click the "Best Answer ✅" button at the bottom of the post. It helps other community members who might have similar questions. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

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