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MelcliftNew Voice
New Voice
April 4, 2024
Solved

PDF Downloads unexpectedly password protected

  • April 4, 2024
  • 21 replies
  • 5995 views

Hi team,

Over the last few days, when I download a signed envelope to my computer, the pdf is automatically becoming password protected. I have no idea what the password would be. 

 

Any ideas on why this is happening? It’s only affecting me out of our whole team.

      Best answer by RoseK

      Great news, I've found a workaround that actually works! I used to be able to edit pages - delete, add, reorder, etc., but now, when I download the file from Docusign, I don’t have that option anymore. If I save as PDF, then there’s also a password which is non-existent. I opened the file on Chrome, and clicked on print then instead of printing I saved as PDF. And guess what? Now the file is open for edits! 

      21 replies

      Show previous replies
      C
      Docusign Employee
      Christopher.AlpizarDocusign Employee
      Docusign Employee
      June 17, 2024

      Hi @jmfrankln,

       

      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.

      J
      New Voice
      jmfranklnNew Voice
      New Voice
      June 21, 2024

      Thank you Chris. Yes, I still cannot open pdfs from Docusign on a Mac without it asking the recipient I send the doc too for a password. 

      C
      Docusign Employee
      Christopher.AlpizarDocusign Employee
      Docusign Employee
      July 8, 2024

      Hi @jmfrankln,

       

      I hope you are doing well.

       

      To clarify, what reader are you using to open the PDF?

       

      Best regards,

       

      Christopher | Docusign Community Moderator

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

      J
      New Voice
      jmfranklnNew Voice
      New Voice
      July 9, 2024

      I have Chrome set as my default browser to open items, however, when I open the document from a Docusign email it automatically opens it in Mac’s Preview app and when I save it from there we have a problem. The work-around is to log into Docusign and open it in Chrome. That works fine if it is a single document. However, if there are multiple documents in the Docusign envelope and I tell it to open the file in separate PDFs then it creates a Zip file. When I open the Zip file it opens each individual document in the Mac Preview app again and I have the same problem with a password being required if I save it and send it to someone.

      J
      Newcomer
      Jennifer NangleNewcomer
      Newcomer
      August 7, 2024

      I have this exact issue. It is very frustrating!

      M
      Newcomer
      mbandrews3Newcomer
      Newcomer
      August 10, 2024

      I’m having this same issue.  And it’s maddening.  Trying to get a real estate offer finalized and the seller’s agent needs the magical password.  And what password??  I have no idea.  This issue is not tolerable.

      Michael.Rave
      Docusign Employee
      Michael.RaveDocusign Employee
      Docusign Employee
      August 12, 2024

      @mbandrews3 @Jennifer Nangle 

      As stated above do not open and save the documents with the Preview App on Mac, as this may add a password to the document. This issue is not related to Docusign, as the password gets added locally by the Preview app on Mac.

      Using a different PDF as default, e.g. Adobe Acrobat Reader, which is free to use or even opening them natively in the browser will resolve the issue, was the Preview App is not leveraged.

      "Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.
        M
        Newcomer
        mannellisNewcomer
        Newcomer
        August 27, 2024

        How do you set a different different PDF as default.  This is making me crazy, I can’t save or do anything from DocuSign.  Everything is password protected and I have never set this up.

         

        A
        Newcomer
        AMPNewcomer
        Newcomer
        October 14, 2024

        Has anyone actively having this issue checked their Mac settings to see if FIleVault is turned on? While Filevault doesn’t normally encrypt PDFs by default, because this is a bug, it could be a bad interaction between docusigns general security and FileVault. I’m testing this out on my client’s computer but I think any new Mac with a T2 chip will automatically opt into Filevault

        R
        New Voice
        RoseKNew VoiceAnswer
        New Voice
        May 6, 2025

        Great news, I've found a workaround that actually works! I used to be able to edit pages - delete, add, reorder, etc., but now, when I download the file from Docusign, I don’t have that option anymore. If I save as PDF, then there’s also a password which is non-existent. I opened the file on Chrome, and clicked on print then instead of printing I saved as PDF. And guess what? Now the file is open for edits! 

        Show more replies
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