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Scroll bar bug, can't do basic stuff

  • April 23, 2025
  • 7 replies
  • 326 views
T
Newcomer
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I can use the home page one time to click on a previously signed document, then forever after when I come back to it the ability to scroll disappears after 2 seconds and I can access my documents. This is really frustrating, I can’t use Docusign at all while this bug is happening.

I suspect the cause might be to do with the popup telling me my trial will expire soon, which pops up the first time, and after I close it things work, but after coming back again there’s just the delay before scrolling breaks as though it’s trying and failing to show me a popup?

I am going to have to cancel before my trial expires because I have time sensitive documents to sign.

Also, it’s really difficult to navigate the support for a new user. The categories are very cryptic.

Best answer by Ma.Cubio

Hello ​@terrible,

Thank you for reaching out, and welcome to the Docusign Community! I’m sorry for the inconvenience that you’re having issue utilizing your account. Rest assured that I will help you with your concern the best way I can.

 

You may try to do basic troubleshooting by following these steps and access your Docusign account.

To clear the cache and cookies in your browser, follow the instructions based on your specific browser:

Desktop browsers:

Chrome:
Click on the three-dot menu icon in the top-right corner.
Go to "More tools" and select "Clear browsing data".
Choose the time range and select "Cookies and other site data" and "Cached images and files."
Click on "Clear data."

Firefox:
Click on the three-line menu icon in the top-right corner.
Go to "Options" and select "Privacy & Security" from the left sidebar.
Scroll to the "Cookies and Site Data" section and click "Clear Data".
Check the boxes for "Cookies and Site Data" and "Cached Web Content".
Click on "Clear".

 

Basic troubleshooting steps for common Docusign issues

If you found the 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. Thank you!

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

7 replies

M
Community Moderator
Forum|alt.badge.img+13
  • Ma.CubioCommunity Moderator
  • Community Moderator
  • Answer
  • April 24, 2025

Hello ​@terrible,

Thank you for reaching out, and welcome to the Docusign Community! I’m sorry for the inconvenience that you’re having issue utilizing your account. Rest assured that I will help you with your concern the best way I can.

 

You may try to do basic troubleshooting by following these steps and access your Docusign account.

To clear the cache and cookies in your browser, follow the instructions based on your specific browser:

Desktop browsers:

Chrome:
Click on the three-dot menu icon in the top-right corner.
Go to "More tools" and select "Clear browsing data".
Choose the time range and select "Cookies and other site data" and "Cached images and files."
Click on "Clear data."

Firefox:
Click on the three-line menu icon in the top-right corner.
Go to "Options" and select "Privacy & Security" from the left sidebar.
Scroll to the "Cookies and Site Data" section and click "Clear Data".
Check the boxes for "Cookies and Site Data" and "Cached Web Content".
Click on "Clear".

 

Basic troubleshooting steps for common Docusign issues

If you found the 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. Thank you!

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

T
Newcomer
Forum|alt.badge.img+1
  • terribleNewcomer
  • Author
  • Newcomer
  • April 25, 2025

It’s not a browser issue I tried in my normal browser (Brave) as well as Firefox (which I basically never use). It was the same in both.

M
Community Moderator
Forum|alt.badge.img+13
  • Ma.CubioCommunity Moderator
  • Community Moderator
  • April 25, 2025

Hello ​@terrible,

 

Thank you for performing the basic troubleshooting steps. And I’m sorry that issue is still unresolve. The thing you experience may be unusual behavior that needs to be investigated thoroughly.
I highly suggest that you create a support case so that an expert can double check on this matter, and you may do screen share.

Please submit a support case so a Docusign support  can review and assist you with your concern. To create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

 

If you found the 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. Let us know if you need further assistance with this. Thank you!

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

M
Community Moderator
Forum|alt.badge.img+13
  • Ma.CubioCommunity Moderator
  • Community Moderator
  • May 5, 2025

Hello ​@terrible,

 

I hope you are doing well. 

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

Let me know and I will gladly help you address the situation as soon as possible.


Best regards,
Ma. Cassandra | Docusign Community Moderator

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

B
Newcomer
  • ben.aaronNewcomer
  • Newcomer
  • November 10, 2025

Help. 

I am having the same issue. Have tried the fixes above but problem persists.

Did anyone find a fix to this?

M
Community Moderator
Forum|alt.badge.img+13
  • Ma.CubioCommunity Moderator
  • Community Moderator
  • November 11, 2025

Hello ​@terrible 

We’ve confirmed the issue, and our engineering team is actively investigating under ticket ID NDSESEND-13037. We know how disruptive this can be and really appreciate your patience.

If you'd like to stay in the loop, we suggest opening a support case and referencing the ticket number so you get notified of updates:

👉 Open a Support Case

Here if you need us!

—
Ma. Cassandra | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!

 




 

M
Community Moderator
Forum|alt.badge.img+13
  • Ma.CubioCommunity Moderator
  • Community Moderator
  • November 21, 2025

Hello ​@terrible 

How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

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

 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"

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