Hello @Jaacfilho,

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community, we are committed to providing you with the best service possible.

I apologize for any inconvenience this might cause you. Are you getting a specific error?

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.

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.

Christopher, good afternoonThank you for your feedback, we do not have the docusign service today. We only access to sign the purchase contracts we make with our suppliers.

Hello @Jaacfilho,

To confirm, you are the recipient of the envelope not the sender?

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.

Good evening, Christopher Thank you for your reply, I am the recipient of the envelope. I went through the process of installing the browser extension and also the PKI Docusign application, I also tried the alternative method that is on the website at this link. https://support.docusign.com/s/articles/Metodo-alternativo-para-a-instalacao-do-PKI-DocuSign?language=pt_BR&rsc_301 . Even so, it claims that the ICP software is not installed.

Hello @Jaacfilho,

Can you provide the envelope ID?

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.

Good evening, Christopher Thanks for getting back to me, where can I get this envelope ID information?

Hello @Jaacfilho,

Please follow How do I find an Envelope ID as a recipient/signer?

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.

Got it, ChristopherThanks for the reply, I'll check and get back to you. We don't have the docusing service, we just receive contracts from our supplier to sign.

Hello @Jaacfilho,

Have you tried to contact the sender of the envelope?

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.

Hi @Jaacfilho,

I hope you are doing well.

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

 Christopher | Docusign Community Moderator

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

Good morning! I'm experiencing the same issue.

• Signature Version: V02R

• Build Version: 25.2.02.01.59973+8358e7925b24.10245

• Environment: na2

• User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/139.0.0.0 Safari/537.36

Could someone please assist me?

Hi ​@warlen,

We're sorry to hear that you're experiencing an issue. Are you encountering an error message such as " Unable to locate certificate on your device"? Could you kindly walk us through the steps you were taking when the issue occurred? If you have the exact error message or screenshots, it would be helpful for us to understand the issue better. Thank you!

Regards,

Melanie | Docusign Community Moderator
If this helped clarify things, feel free to Likeand click "Best Answer"

Thank you for your response. These are the steps I followed.

Hi ​@warlen,

Thank you for getting back to me. One more, please collect and share the PKI logs from your computer. Here's how:

The log file is generated at %USERPROFILE%/.docusignpki/log/log_yyyy-MMdd.txt 

IE: c:\Users\alline.lemos\.docusignpki\log\log_2019-06-27.txt

Note that the folder name “.docusignpki” has a “.” at the beginning, and this means it is a hidden folder.

Here are instructions on how to find/display hidden folders for both Windows and Mac:

Windows:

• Instructions available online here

Mac:

• Open the Finder
• Go to your Macintosh HD folder (access this from Devices in the left column)
• Hold down Cmd + Shift + . (dot)
• All the hidden folders & files will become visible. Find the “.docusignpki” folder and the “log” folder inside it.
• Note that for older versions a different log path needs to be used:
• “%userprofile%/.comprova-applet/log”
• Once you have accessed the logs in the hidden folder, you can hide all hidden folders/files again by holding down Cmd + Shift + . (dot) a second time.

Once you have it, the file can be uploaded to as an attachment in your reply. Thank you!

Regards,

Melanie | Docusign Community Moderator

Thank you for your response.

I followed the instructions as requested, but the .docusignpki subfolder was not created in my user profile directory, as shown in the image — even after enabling the option to show hidden files.

Hi ​@warlen 

Sorry to hear that. If you can't locate the .docusignpki folder, then it means the installation of the PKI app was not successful. Please see below PKI installation and browser troubleshooting for Windows:

If the PKI is not recognized by the machine and the browser requests the installation again, you can check the application registry. If you receive an error after executing the following commands in the registry, it means there was a problem within the installation, and the local profile administrator should be contacted:

Browser Policy

Check for NativeMessagingHosts policies that interact directly with the PKI. It’s worth noting that policies that interact with general extensions can also cause this behavior.

Google Chrome: chrome://policy/

Mozila Firefox: about:policies

Microsoft Edge: edge://policy/

An alternative method for installing Docusign PKI

We install the PKI using the alternative method to ensure that no restrictions come from the user’s local profile level.

To make sure you are using the PKI's latest version,  first uninstall PKI from the machine and try to sign a new envelope that requires PKI. The Signing Session will prompt to download a new installation file.

1. First, open the CMD as an Administrator (if the you do not have this permission, please reach out to your IT). You can do this by searching for CMD in the Windows search bar, then right-clicking to run as Administrator.
2. Access the folder where the new installation file is located; if it is in the Windows Download folder, it will be the following command: "cd C:\Users\%localuser%\Downloads". You can click on the Windows URL and copy the path.
3. Type the installation file name, adding "-all=true", If the installation file name is unchanged, the displayed command will be "DocuSignPKI.exe -all=true"
4. Complete the installation normally, close and open the browser in order to test it again.

In addition to the alternative installation method, in many cases, local restrictions are applied to the browser. If the problem persists after the alternative installation, it is also recommended that you run the browser where the signature will be made as an Administrator.

Regards,

Melanie | Docusign Community Moderator