Signed documents are not opened by third parties

Question

I have been a customer of Docusign for many moon as a real estate broker and this is the last year I will renew. I am very frustrated with the non-existent level of communication and service.

As a large community of realtors we rely on this service a great deal. Recently you have added a feature that the documents that are signed on our end and we forward are automatically encrypted and password protected. While we never have set up this password. I have gone to the security to dissable this feature, contacted support they are directing me to places and features that does not exist. What does it take for this app to work?

Melanie.Panguito · Accepted Answer

Hello ​@Frustrated Realtor,I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information 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, let me know and I will gladly help you address the situation as soon as possible.Let us know if you need further assistance.Best regards,Melanie |Docusign Community Moderator"Select as Best"below if you find the answer a valid solution to your issue.

Melanie.Panguito · Answer

Hello ​@Frustrated Realtor,Thank you for reaching out, and welcome to the Docusign Community! We are glad to have you here and can't wait to help share as much knowledge as possible.I understand how frustrating it can be to encounter password protection issues with your documents. I'm here to share more information about how our application behaves in this scenario and to help you in any way I can.By default, DocuSign does not inherently apply password protection to documents when they are downloaded. The platform is designed to allow users to download signed documents without any additional security measures like passwords. Therefore, if a user experiences a situation where a PDF appears to be password-protected after downloading from DocuSign, it is likely due to factors outside of DocuSign’s control.Adocument should only be password protected if the base document has that type of protection on it and our application doesn't (shouldn't) apply passwords to documents downloaded from us. This issue usually happens externally to our application and in some cases, such as that of iOS users.Some users have reported similar issues, mainly when opening and savingthe documents with the Preview App on Mac. For instance, some users have noted that switching from the default PDF reader (Preview App on Mac) to another application, e.g., Adobe Acrobat Reader, which is free to use, or even opening them natively in the browser, will resolve the issue.I hope this is helpful to you. Let me know if you need further assistance. Thank you!Best regards,Melanie |Docusign Community Moderator"Select as Best"below if you find the answer a valid solution to your issue.

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