Issues downloading a completed document.

Question

Hi We are having an issue trying to download a completed document.    No completion email received.  Status is archive deleted.  We’ve tried different browsers,clearing cache, coming off the network, coming off vpn, incognito., sending to a mobile device and various other devices.  Logging in outwith the firm also does not work.  The sender and recipient have said no completion email has been received but the status is complete.  I can download each page individually but there are 255 pages in one of the documents.  I’m not really getting anywhere with DuS support who just keep saying it’s our network but our tech guys are saying it’s not……..

Vinicius.Rodrigues · Accepted Answer

Hi ​@AngieJane!This is not an expected behavior. Is this error happens only with this envelope specifically?I would suggest you to enable your user logs, and then try again. A .zip file will be generated and you’ll find the reason if it’s something related to Docusign platform. To do that, please follow this article:API Request LoggingHowever, if all steps are with status “OK”, it means the issue is not related to the platform. In this scenario, I would recommend try using another personal computer and personal network, or try using the Docusign App for Android/iOS.Please, let me know if I was able to help you with this question. If so, could you please select click on the "Select as Best" option? Thank you!

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