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Envelope will not open

  • March 5, 2024
  • 4 replies
  • 214 views
R
Newcomer
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i have an envelope that went to 2 different people, the first signer had no problem, the second signer cannot open the envelope

 

Best answer by David.Schmitz

@rashwood Potentially a poor internet connection or an outage but I do not see any Outages reported for the entire day.  I would suggest trying on a different browser. Maybe try using there mobile device if it has better connectivity. Without any specific error it just sounds like it is taking an unusual amount of time to load the envelope.

Lastly it might be useful to send them a new notification and then open up a DocuSign Support case if they do not have any connectivity issues.

4 replies

D
Hero
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@rashwood Is there any specific error when the second Recipient tries to open or take action on the envelope?

R
Newcomer
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  • rashwoodNewcomer
  • Author
  • Newcomer
  • March 5, 2024

No, it just keeps spinning, 

D
Hero
Forum|alt.badge.img+15

@rashwood Potentially a poor internet connection or an outage but I do not see any Outages reported for the entire day.  I would suggest trying on a different browser. Maybe try using there mobile device if it has better connectivity. Without any specific error it just sounds like it is taking an unusual amount of time to load the envelope.

Lastly it might be useful to send them a new notification and then open up a DocuSign Support case if they do not have any connectivity issues.

C
Community Moderator
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Hi @rashwood,

 

I hope you are doing well.

 

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or if the information that was 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, 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.

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