Hello @LorenaOliveira,

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. Thank you for bringing this matter to our attention, I understand that your envelopes are coming back with a white window covering the pages.

I apologize for any inconvenience that this might cause you, could you provide more information?

Are you the only user affected by this on your account?

Is this for all of the envelopes?

Does the behavior persist even if you act as the sender or the recipient?

Have you tried the below troubleshooting:

• 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

During the signing session did it show the same behavior?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some 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.

Hi, thank you for your reply,

I am the only user of this account, the behavior persists for all documents I send, be it being sent using a VPN or not. I have tried clearing the cache/cookies, using a different browser, incognito window, and different Internet network.

According to the signers, the white window appeared when they opened the document to sign it. I’ve tried sending an envelope to myself, and the issue persisted the same during signing.

Thank you for the assistance, 

Kind Regards,

Lorena Figueiredo Oliveira

Hello @LorenaOliveira,

Thank you for reaching back, the documents that you are using are they PDF or Word?

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.

Hello @Christopher.Alpizar,

The documents are PDF.

Kind Regards,

Lorena Figueiredo Oliveira

Hello @LorenaOliveira,

I was reviewing the envelope backend data I did not see any attachment field, is this image part of the PDF, and the white window show regardless of the page in the envelope?

Best regards,

Christopher | Docusign Community Moderator

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

Hi @LorenaOliveira,

I hope you are doing well.

I would like 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.

Hi, @Christopher.Alpizar!

I do not know how or why, but the issue seems to be solved. I appreciate your willingness to help! 

Kind Regards,

Lorena Figueiredo Oliveira

Hello @LorenaOliveira,

Thank you for reaching back, let us know if this happens again and 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.