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Document in Docusign is just a blank document

Forum|Forum|2 years ago
March 1, 2024
19 replies
3933 views

I have filled out a rental application ( I have done this 100’s of times over the past 10 years) to be signed by a prospective tenant. I have placed the text into the lease agreement as I have done for many times (names, dates, rent, deposit amount, etc). When I sent the document out for signature...the lease agreement is blank...as if I didn’t input any fields.

Best answer by RobeyClark

I think I stumbled onto an answer/work around. I was having the same problem- I also use MAC and when I uploaded some PDFs they would retain the locally filled in and saved information, and with others they would be the original document without any inserted information. I found that if I go and “print” the PDF, but then at the bottom of the print option choose “Save PDF” from the tiny option at the bottom of the print options window, and then save the PDF again through this manner, when I upload the newly created PDF through this process, it retains the locally submitted information. I don’t understand exactly why, and I am not a tech person… I just come up with odd solutions because I follow my ignorance in exploration of options. Let me know if this helps others!

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C

Christopher.Alpizar

Docusign Employee

Hello @emilytheteacher and @jodislu ,

Thank you for reaching out to the Docusign Community.

Have you created a case for this with Docusign Support? If yes, could you provide the case number? Is this happening to all the documents that are sent from your account?

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

J

jodislu

New Voice

I had opened a case and it was closed as it was never fixed. I don’t have the number handy. I just tried to use Docusign again this morning and it still will not work and it is almost impossible to call as I sit on the phone for hours and get nowhere with the people that are in the support center. It sounds like they are reading out of a manual on what to ask and what to do. I am now spending hours to send out one Document as I need to create every field as a text box for it to populate. Its insane to me that a signing company cannot figure out how to fix this problem that seems to be getting worse. Its impossible to work like this in a day/age when sending out documents should be simplified. If anyone can find a fix to this problem - please comment for the group as Docusign has not been able to find the solution.

C

Christopher.Alpizar

Docusign Employee

Hello @jodislu ,

I apologize for the inconvenience, can you DM the email that is linked to your account so I can find the case?

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

T

Tadhg

Newcomer

Hi All,

So I am having this issue now and others within our company are reporting the same issue. I am using a Mac system and recently just updated the Mac OS to Sequoia 15.3. I am using an editable PDF from to fill in customers details before sending the document to the clients to sign. Even though the details are showing for me in PDF Preview on the Mac, when I upload the document into DocuSign all the fields I had filled out are blank. This was working fine with previous Mac OS software. The PDF is the same PDF that worked fine on previous version.

I have attached screenshots of the PDF info for clarification on the type of document. Now this same document works on previous version of Mac.

Can someone replicated this issue within DocuSign. I have also attached a blank version of the editable document for you to use.

Kind Regards,

Tadhg

New Fact Find V2.pdf

R

RobeyClark

Answer

Conversation Starter

I think I stumbled onto an answer/work around. I was having the same problem- I also use MAC and when I uploaded some PDFs they would retain the locally filled in and saved information, and with others they would be the original document without any inserted information. I found that if I go and “print” the PDF, but then at the bottom of the print option choose “Save PDF” from the tiny option at the bottom of the print options window, and then save the PDF again through this manner, when I upload the newly created PDF through this process, it retains the locally submitted information. I don’t understand exactly why, and I am not a tech person… I just come up with odd solutions because I follow my ignorance in exploration of options. Let me know if this helps others!

J

jodislu

New Voice

Thank you @RobeyClark! I have started to do this as well since your post and its a much easier workaround than what I was needing to do to make the program work. Hopefully at some point @Docusign will be able to fix the issue so the fields don’t show blank when a pre-filled document is uploaded. Thank you for sharing!

J

JamjarPW

Newcomer

Many thanks @RobeyClark. Your solution worked perfectly for me when all the others were red herrings! And super simple too. Much appreciated

L

LaurelPitt

Newcomer

This is still happening. I have tried to start, pause and the resume 1 document 3 times now because every time I click the link from my email or use the alternate signing method, I get a blank screen. Any time I try to log in to view the in progress form, it is non existent. The template is hosted by my company so I can not change any settings. All I can do is wait for the email link to expire, send a new link, click that and see a white screen. Again. And again. And again. Maybe when you are logged in if your home page had the Access Documents there it would stop getting stuck on authentication issues.This repeated 7 times before I was able to access the form I needed.

L

Luke.Cervantes

Community Moderator

Hello @LaurelPitt,

Thank you for reaching out and sharing those details here in the community. I truly understand how frustrating it is to be stuck in a loop of resending links, only to be met by a blank screen - especially when you’re just trying to get your work done.

Looking at the details provided, it appears this is a different issue than the one discussed in the original post. While that thread focused on specific data and fields not appearing after sending the envelope, and was resolved by flattening their document through a PDF reader, your situation seems to be a loading error preventing you from viewing the entire envelope altogether.

To help us narrow down the cause, please try the following troubleshooting steps:

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

Once done, please try to access the envelope once more.

If the steps above do not resolve the issue, please send us a private message with the following information so we can take a closer look.

Account Name
Email Address
Account ID
Envelope ID of the envelope in question

Locate a Docusign envelope ID

Feel free to follow up if anything’s unclear—we’re here to help!

— Luke | Docusign Community Moderator
If this helped, mark it as “Best Answer” so others can find it too!

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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.