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Over a week, and still cannot log in to docusign.com - what is going on?

Forum|Forum|2 years ago
April 30, 2024
13 replies
2076 views

Clicking from docusign.com, the screen goes white. The URL says docusign.com/send, but it does not allow me to input my username & password. I thought it would be fixed by now, please advise what we can do to use the paid platform?

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Best answer by David.Schmitz

@Pamela I would suggest first to try a different browser. If you only have the single browser then clear cache, history and cookies then close the browser and try again. If you have the resources to try the login from a different computer then I would suggest that next. Then last resort check with your internal IT and then create a DocuSign case to attempt to resolve.

D

David.Schmitz

Answer

Hero

@Pamela I would suggest first to try a different browser. If you only have the single browser then clear cache, history and cookies then close the browser and try again. If you have the resources to try the login from a different computer then I would suggest that next. Then last resort check with your internal IT and then create a DocuSign case to attempt to resolve.

Alexandre.Augusto

Docusign Employee

@Pamela
Adding to @David.Schmitz comments:

Try to use your mobile device with your phone network instead an WiFi one.
Try another browser and open an incognito window (tab), login into your account
Some companies implements antimalware and other security protection that affects what you can see in a browser window, so it’s important to check if you IT team is using any of that.

Best,

Alexandre

Your feedback is very appreciated! You can give a Like and mark this answer as the "Best Answer" for your issue. DocuSign University http://dsucustomers.docusign.com

Pamela

Author

Conversation Starter

ok, will try that - thank you

pamela

Pamela McKinney

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novus24

Newcomer

I am also having the same issue and I have tried all the troubleshooting steps.

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nathaly.monge

Docusign Employee

Hello @novus24 ,

Welcome to the Docusign Community and thank you for posting your concerns!

I’m sorry to hear that you are unable to login to your account, I understand the screen turns white and doesn’t load, is that still the case?

Have you tried to clear your cache/cookies?
Are you connected to a VPN? If not, try using VPN, or if on one already, disconnect from VPN and try again

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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nathaly.monge

Docusign Employee

Hello @novus24 ,

If you found the provided response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

J

JakeHayes

Newcomer

My coworker is experiencing the white screen of death and we have tried clearing cache/browser and not connected to VPN. Looks like this was an issue a few years ago as well, any update?

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nathaly.monge

Docusign Employee

Hello @JakeHayes ,

Welcome to the Docusign Community and thank you for posting your concerns!

I’m sorry to hear that your user is getting a white screen.

Can you provide when the user is getting the white screen?

Is it when signing, when sending a document or signing in?
If it is when signing in, is before or after signing in?
Do they get the same issue in other browsers and devices?

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

J

JakeHayes

Newcomer

it is after logging in after putting the password in. We got it to work yesterday by signing out of google and signing back in but now it is doing it again and now signing out doesn't do anything. Its only on one computer, she can log into it on other computers.

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nathaly.monge

Docusign Employee

Hello @JakeHayes ,

Thank you for reaching back.

Is the browser they are using up to date with updates?
Can they login using the same device but on a different browser?

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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