Personal folders missing

Hi @abctjr !

Docusign has recently updated the User Experience page layout. Now, you can find your Folders by accessing Show More > Folder. Check my example below:

Let me know if you found your folders!

Hi @abctjr,

I hope you are doing well.

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or if the information that was provided was useful.

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Otherwise, 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.

My problem is that I had created a number of folders and only one shows up when I click on Folders.  How do I access my other folders?

Hi @LeslieC,

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.

Yes, I still need assistance.

Thanks

Hi @LeslieC,

I hope you are doing well.

Have you tried the below troubleshooting:

• Clear cache/cookies
• Try a different browser(s)
• Try an Incognito window
• Try a different device
• Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
• Try using VPN, or if on one already, disconnect from VPN and try again

Best regards,

Christopher | Docusign Community Moderator

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

Hi @LeslieC,

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.

Hello all, 

we also have the same issue - the Personal Folders are gone missing. 

Seems that Docusign updated the front end, and this affected the personal folders of users. 

Has anyone solved this issue? 

Hi @pandiony ,

I hope you are doing well.

I want to confirm if you need further assistance, I apologize for any inconvenience this might cause you but to confirm, but have you tried the recommendations mentioned in the previous posts?

Best regards,

 Christopher | Docusign Community Moderator

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

Hello Christopher, 

we tried all reccomendations above and nothing worked. 

There are folders missing - and also envelops within folders. 

The interface changed, the path to access folders changed, and also filters were added which do not work as they should (but this is irrelevant to our issue).

We have contacted our docusign account manager and asked to engage engineers who can restore the folders as they were, but the support has not been helpful so far. 

Hi @pandiony ,

Do you know if a Support case was created by you Account Manager?

Best regards,

 Christopher | Docusign Community Moderator

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

Hello! Yes - its Case Number: 13908573

Hi @pandiony ,

It seems that based on the information of the case this might be a bug on your account, I noticed that a Zoom call was intended to be scheduled but it was not done and now the case is closed, what I recommend for you is to open a new case and reference the old case and at the time of creation please select the callback option, the case is needed because there is Private Identifiable information needed to be review and that type of information cannot be disclosed in this public forum.

Best regards,

 Christopher | Docusign Community Moderator

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