Active Voice

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False mail notifications and entries in history when signer has not clicked into envelope.

Forum|Forum|1 year ago
November 8, 2024
11 replies
306 views

We are experiencing an issue whereby senders are receiving notifications that recipients have viewed an email, and it is including phantom entries into the envelope history of this action, when the action has not taken place. Is anyone else experiencing this?

As it is documenting actions by a user which are not taking place we dont feel that the legality of the envelope history is valid (we have tested several times and when an envelope is received it is stating that the envelope has been viewed when the link has not been clicked on).

Support have been no use at all, so hoping some others may have suggestions or at least acknowledge they may be experiencing the same.

eSignature

Best answer by MMohammad

Our resolution has been that we worked out that it is our email security (proofpoint) that is analysing the link on the email, which triggers to say that there has been an action on the envelope in its history, even though no one has actually viewed the envelope.

So, this was from our side, not DocuSign. We have contacted Proofpoint for some information but they have not responded as yet, however I am hoping that this helps guide others who are having the same issue.

E

EricaB

New Voice

I have experienced the same issue, but not able to find a resolution to the issue. This has been rather frustrating on our end.

M

Melinda

Conversation Starter

I thought it was just on our end! I’ve also seen this happen with envelopes. We are high users of docusign and I’ve recently noticed historical “view” entries when the recipients never received. I’m actually glad you brought this up because now I know it’s a global issue and we shouldn’t be taking the history as “100% factual”.

M

MMohammad

Author

Active Voice

Yes, thank you both for confirming we were not the only ones. Support had mentioned they thought it may be our spam detector software, however this has not changed in the past few days so we do not believe that to be the cause. I will be sure to post here if they find a cause or resolution.

Hengfeng Ge

Hero

Are the recipients remote signer or embedded signer?I will try it. Can you reproduce it every time?

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M

MMohammad

Author

Active Voice

It seems to only be internal, our security team are continuing to look into it to ensure it is not our spam protection. However it is not consistently happening every time.

M

Melinda

Conversation Starter

For us, these are both, internal/ external signers (at least that is who would be signing if I am checking on signature status) on agreements. The only way I really know is if a signer is saying they haven’t received and I check the envelope. This has happened about 5-6 times in the past 6 months (that’s when I noticed).

K

KWTS

Newcomer

We are experiencing the same issues. Intermittent and hard to track down. The history traces back to a “link checker” on an AWS server according to DS Support.

M

MMohammad

Author

Active Voice

We are still investigating the possibility of it being our email checking account. DS believe that it is ‘reading’ the link to ensure it is not spam and this is then this is marking the history with a ‘viewed’.

C

Christopher.Alpizar

Docusign Employee

Hi @MMohammad,

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.

M

MMohammad

AuthorAnswer

Active Voice

Our resolution has been that we worked out that it is our email security (proofpoint) that is analysing the link on the email, which triggers to say that there has been an action on the envelope in its history, even though no one has actually viewed the envelope.

So, this was from our side, not DocuSign. We have contacted Proofpoint for some information but they have not responded as yet, however I am hoping that this helps guide others who are having the same issue.

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