I performed a validation of a signature in Adobe Reader, which was performed on a contract, but it says that the validity of the signature is unknown, the identity of the signer is unknown, and that changes were made to the document. My question is, is this a way for the document not to be validated and for me to request the cancellation of the contract? Attached photo
Best answer by Melanie.Panguito
Hello
Thank you for reaching out, and welcome to the Docusign Community! We are thrilled to have you here and look forward to sharing as much knowledge as we can.
I understand your question about the validity of the document due to the message regarding the validity of the signature, identity of the singer, and document change after performing document validation in Adobe. I sincerely apologize for the inconvenience.
Those messages typically means that the signature is not recognized because the signing certificate has not been added to your list of trusted certificates. This is common with signatures from Docusign or Singpass, as they may not be part of the Adobe Approved Trust List (AATL).
To resolve this issue, you can follow these steps to trust the Docusign or Singpass signing certificate in Adobe:
1. Open the PDF.
2. Click the Signature Panel button (see screenshot above).
3. Select the signature with the yellow warning symbol.
4. Right-click and select Signature Details | Show Signature Properties.
5. Click Show Signers Certificate button.
6. In the Certificate Viewer dialog, in the left frame, select the Root Certificate issued by Docusign (or Singpass).
7. Select the Trust tab.
8. Click Add to Trusted Certificates.
9. After trusting the certificate, you will need to re-validate the signatures to achieve a green signature bar in Adobe. Remember, this operation must be performed on a per-machine basis, and trusting the root certificate only needs to be done once per machine.
Article: Error: At least one signature has problems | Standards-Based Signatures
If you found my response to be a useful solution to your question, please click the "Best Answer ✅" button at the bottom of the post so it helps other community members who might have similar questions.
Let us know if you need further assistance. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hello
Thank you for reaching out, and welcome to the Docusign Community! We are thrilled to have you here and look forward to sharing as much knowledge as we can.
I understand your question about the validity of the document due to the message regarding the validity of the signature, identity of the singer, and document change after performing document validation in Adobe. I sincerely apologize for the inconvenience.
Those messages typically means that the signature is not recognized because the signing certificate has not been added to your list of trusted certificates. This is common with signatures from Docusign or Singpass, as they may not be part of the Adobe Approved Trust List (AATL).
To resolve this issue, you can follow these steps to trust the Docusign or Singpass signing certificate in Adobe:
1. Open the PDF.
2. Click the Signature Panel button (see screenshot above).
3. Select the signature with the yellow warning symbol.
4. Right-click and select Signature Details | Show Signature Properties.
5. Click Show Signers Certificate button.
6. In the Certificate Viewer dialog, in the left frame, select the Root Certificate issued by Docusign (or Singpass).
7. Select the Trust tab.
8. Click Add to Trusted Certificates.
9. After trusting the certificate, you will need to re-validate the signatures to achieve a green signature bar in Adobe. Remember, this operation must be performed on a per-machine basis, and trusting the root certificate only needs to be done once per machine.
Article: Error: At least one signature has problems | Standards-Based Signatures
If you found my response to be a useful solution to your question, please click the "Best Answer ✅" button at the bottom of the post so it helps other community members who might have similar questions.
Let us know if you need further assistance. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hi,
You don't understand. According to what I've read, each document or envelope automatically creates a different ID for each envelope, but in this case, there are different contracts, but the ID is the same for all of them. There's also one of them where the signature is different and has the same ID. That's what I want to report so you can help analyze the contracts and give me that report, so I can cancel that contract.
Hello
Each envelope creates a distinct envelope ID. Multiple documents may be uploaded within a single envelope depending on the sender. When these documents are downloaded separately, they can come as separate documents and still retain the same envelope ID since they originated from one envelope. Concerning the signature frame number, this number serves as a unique user ID for the signer. Therefore, if two different individuals have the same user ID, it is possible that the document has been altered outside of DocuSign.
Are you listed as either the sender or a signer in the workflow example? If so, could you share how and where you signed the envelope? Did you sign it within your DocuSign account or through an email notification? If you are not included, how did you receive this document? Did it come with a Certificate of Completion (CoC)? The CoC contains identifying information about the envelope and detailed accounts of all events related to it. Each envelope has its unique CoC, which includes general details about the envelope, recipient events, and a summary of envelope events. You can find more information here: Certificate of Completion. At this point, it’s difficult to make assumptions. The most effective approach is to reach out to support for assistance so they can review the document with you (if you are the sender, signer or Administrator of the sender/signer).
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.
Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.
Feel free to let us know if you need any more help with this. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
I want to open a case and for some reason it's not giving access, to open a case and I really need that.
How can I get a report of a document analysis? According to what I read, when you open a case, you don't get any results. I do need to have the results of the report because in order to cancel the contract, I need to have that report from you.
Hello
I suggested that you open a support case for a secure and expert review of the document, since we cannot share any information on this public forum. DocuSign support will review the document and provide you with information as long as you are either the signer or the sender of the envelope.
Two additional resources in Docusign provide a full audit trail of eSignature agreements. These resources are useful in resolving any objections or disputes that may arise, such as if a participant repudiates their signature:
If you can access the envelope from the Docusign account, the download icon will provide you with three options. One allows you to download the Certificate of Completion (CoC). However, if you cannot access the envelope from your Docusign account, you must request the Certificate of Completion (CoC) from one of the parties involved in the signing workflow.
If you cannot access this, please note that Docusign cannot provide this to you directly. We are a cloud service provider of Intelligent Agreement Management (IAM) solutions, which makes us a neutral third party to any transaction processed through the platform. Our confidentiality obligations prevent us from providing information to third parties without proper legal process. Suppose you dispute that you are a party to a transaction. In that case, you should attempt to obtain the relevant information directly from the Docusign account holder or through a legal process, such as a subpoena. Please review our docusign.com/legal/law-enforcement page for information on how to submit a request for data or information.
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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