Hello,

Thank you for reaching out here in the DocuSign Community.

We apologize for the inconvenience, I understand your signers are getting errors that don't allow them to sign.

Does this happen to several recipients?

Are you using some kind of authentication method?

Please try the below troubleshooting:

1.  Clear cache/cookies
2. Try a different browser(s)
3. Try an Incognito
4. Try a different device
5. Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
6. 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!

Hi, Thank you for your response. However, I don’t think any of your suggestions will address the issue. The full situation is as follows: 6/28/2023 - The first envelope was sent by Thompson Hine to two client signers. The signers are from different organizations. According to the history, both signers tried to sign on 6/28, but neither was able to do so. However, this was not reported to us, so we were unaware of the issue. 7/13/2023 – I transferred this envelope to my account because the Thompson Hine employee who sent it has left the firm. 7/18/2023 – the attorney who requested that the envelope be sent asked me to resend the invitations. I did so. One of the signers then informed me that he is getting error messages when he signs. I then looked at the history and realized that both he and the other signer had made several attempts to sign, going back as far as 6/28/2023, but that the action failed each time. I could not determine a reason for this, so I voided the envelope and created another (I did not use the COPY feature, I created it from scratch). Both signers have tried to sign the new envelope, but are getting the same error. This is not a frequent problem – in fact, I’m an admin on our account and I’ve never known it to happen. Since it is happening to both signers, I don’t think it is related to cache, browsers, device, Wi-Fi, or VPN. It has something to do with the envelope – both envelopes, in fact. The most obvious possibility is that it is related to the document – this is why I mentioned the size as a potential cause, even though it is under what I thought was the maximum size. Are there other parameters that a document must meet in order to be signed? Thanks, Practice Technology Specialist 

Hello,

Thank you for reaching back and clarifying

Yes, it seems like the issue could be with the document in itself, however, it would not be the size of it, can you try to open the original document with Adobe Reader and select

1. File
2. Print
3. Advanced
4. Print as Image
5. Save.

Once that is done, please create a new envelope with the image saved, and send it out again.

Please let me know if they were able to sign.

If Yes = There could have been encoded data in the document or outdated iText in it.

If you can't = I'll try to see from the authentication side. We run the signing ceremony with Code Grant oauth, I wonder if we are missing the recipient.

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!

Hi, That did the trick! Thank you so much for your help! | Practice Technology Specialist