+2I wanted to report a potential bug.
I set up a powerform last month. I have like 40+ test envelopes in it but when I try to delete them (They go to the deleted folder). However, next day, they go back to the powerform collection. I’ve already done this 3 times and it seems the envelopes keep finding their way back to my powerform.
Any help would very much be appreciated.
Thanks
Best answer by Alejandro.Ramos
Hi
Thank you for following up.
We will gladly look into escalating the situation to engineering. To do so, please create a new support case so we can document the issue.
It would really help to expedite the process to have checked that the issue does happen in other browsers and devices, as this may lead to the root cause of the issue, and tends to be a requirement in our checklist for opening new product issues. Including user and network logs of the incident will also be extremely helpful. You can find detailed steps on how to collect these logs, along with the form to create a new support case, here:
Capture a network trace via your browser to troubleshoot Docusign
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.
Please don't hesitate to let me know if you have any other questions or concerns and I will address them as soon as possible.
Best regards,
Alejandro R. | Docusign Community Moderator
Please click "Best Answer" below if you find my reply to be a valid solution to your issue!
+15Hi
Thank you for reaching out to the Docusign Community.
Does this happen consistently across different networks, devices and browsers? And, does the envelope status on your PowerForm list reflects it being deleted?
If it does happen consistently, then this is unexpected behavior from the application, as your deleted envelopes should be moved to the trash bin and fully erased from your account after 30 days.
Feel free to let us know if you need further assistance with this.
Best regards,
Alejandro R. | Docusign Community Moderator
Please click "Best Answer" below if you find my reply to be a valid solution to your issue!
+2Yes it’s consistent. It appears in the deleted folder for 1 day. Next day it disappears and goes back to the powerforms section (and you can delete it again), then it goes back to deleted folder, then next day it goes back again. You can check the history logs of our account. It is indeed a bug regardless of what client we use. We just use any regular chrome based browsers.
+12could you enable the API logs for the sender as this document:
then reproduce this issue and download the api log.
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+15Hi
Thank you for following up.
We will gladly look into escalating the situation to engineering. To do so, please create a new support case so we can document the issue.
It would really help to expedite the process to have checked that the issue does happen in other browsers and devices, as this may lead to the root cause of the issue, and tends to be a requirement in our checklist for opening new product issues. Including user and network logs of the incident will also be extremely helpful. You can find detailed steps on how to collect these logs, along with the form to create a new support case, here:
Capture a network trace via your browser to troubleshoot Docusign
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.
Please don't hesitate to let me know if you have any other questions or concerns and I will address them as soon as possible.
Best regards,
Alejandro R. | Docusign Community Moderator
Please click "Best Answer" below if you find my reply to be a valid solution to your issue!
+15Hi
I hope you are doing well.
I would like to confirm if you could solve your issue?
If so, we would really appreciate it if you could share the solution and mark the comment as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.
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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