A user has envelopes that have been completed several weeks/months ago but still show up under Action Required. There is no action needed & the original envelopes are showing completed on the sender’s end. How to fix this? We’ve already tried the troubleshooting steps below with no fix: Clear cache/cookies Try a different browser(s) Try an Incognito window Try a different device Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled. Try using VPN, or if on one already, disconnect from VPN and try again

Completed Envelops Still Showing action required

A user has envelopes that have been completed several weeks/months ago but still show up under Action Required. There is no action needed & the original envelopes are showing completed on the sender’s end. How to fix this? We’ve already tried the troubleshooting steps below with no fix:

Clear cache/cookies
Try a different browser(s)
Try an Incognito window
Try a different device
Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
Try using VPN, or if on one already, disconnect from VPN and try again

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Hello @JessKobos ,

Thank you for reaching out here in the Docusign Community.

Can you provide the envelope ID of the one that shows in Action Required and the envelope ID of the one that shows completed to make sure it is the same one? It might be a duplicate document: Locate a Docusign envelope ID

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello - thanks for the response. It’s not just one envelope - it’s 15+ envelopes all showing as action required although there is no action needed on the user’s end.

Hello @JessKobos

Thank you for reaching out here in Docusign Community.

I suggest that you open a case using the link below so they can investigate the issue further.

They may need to ask for HAR File and API log as part of the investigation.

Open a case

Capturing a HAR File in your Browser

API Request Logging

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

Hello @JessKobos,

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,
Marco Paulo | Docusign Community Moderator

Hi - I opened a case & here’s what they said:

Hello Jessica,

Thank you for reaching out to Docusign support. I can confirm that this is a reported issue and has been for some time. There are 2 sections where you can see 'Action Required'.

1. Home page

2. Manage page

The parity of the numbers in Home versus how many envelopes are in the Manage > Quick Views filtered views is not always exact. The Manage view is reliable, whereas the Home page numbers can vary on some factors.

This is something we are working on improving in general. In the meantime, please rely on the 'Manage' page for the number of actions required.

Thank you

Best regards,

Praveen | Docusign Customer Support

docusign.com

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