Notary On-Demand envelope is locked for Troubleshooting

Question

We set up a Notary-On Demand envelope for one of our partners. She began the process, but when she met with the notary in the video sesison, she became concerned that the particular document in question would not be accepted if notarized by an out of state notary. She chose to end the session to look into that. About an hour later, after that question had been resolved, she tried to go through the notarization process again. She received a message saying that the session had been put on hold for troubleshooting. There didn’t seem to be a way to proceed. We had to void the envelope and start over. Why was the envelope on hold and why could we not proceed?

Also, why is there no history log for a notary on demand envelope? It is impossible to troubleshoot issues without it.

Ma.Cubio · Answer

Hello ​@Teri.MaierThank you for reaching out, and welcome to the Docusign Community! Thank you for bringing this to our attention, and I'm sorry to hear about the trouble you experienced with the Notary On-Demand envelope.To further investigate this issue, could you please send mea private message with the following details? Since the Docusign Community is a public forum, we recommend not sharing this information publicly.Envelope IDAccount NameEmail address associated with the accountAccount Number (if available)Once we receive these details, we'll be happy to take a closer look and investigate why the envelope was placed on hold and why the session could not be resumed.Sincerely,Ma. Cassandra | Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer"

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