Active Voice

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Signer getting looped

Forum|Forum|1 year ago
January 31, 2025
3 replies
158 views

We have a signer who is getting looped to the top of the envelope when he tries to sign any page below page 6. There are 5 places for him to sign. He signs the 1st, then scrolls to the next and when trying to sign it takes him back up to the 1st again. Ideas as to what could be happening?

Best answer by Melanie.Panguito

Hello @Tobey.Higgins,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible.

I understand your concern about the signer getting looped back to the 1st field and unable to complete signing. I'm truly sorry for the inconvenience this has caused.

To clarify, did you check if all required fields have been completed, and the Finish button appeared? Sometimes, even if a field looks complete, there may be hidden requirements. Article: Troubleshoot common signing issues

Can we please request the signer to perform basic troubleshooting:

Clear history and cache/cookies and set it to "All time."
Try a different browser(s).
Try to use Incognito
Try a different device.

I hope these steps are helpful. Please don't hesitate to reach out 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.

M

Melanie.Panguito

Answer

Docusign Employee

Hello @Tobey.Higgins,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible.

I understand your concern about the signer getting looped back to the 1st field and unable to complete signing. I'm truly sorry for the inconvenience this has caused.

To clarify, did you check if all required fields have been completed, and the Finish button appeared? Sometimes, even if a field looks complete, there may be hidden requirements. Article: Troubleshoot common signing issues

Can we please request the signer to perform basic troubleshooting:

Clear history and cache/cookies and set it to "All time."
Try a different browser(s).
Try to use Incognito
Try a different device.

I hope these steps are helpful. Please don't hesitate to reach out 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.

T

Tobey.Higgins

Author

Active Voice

Thank you for responding, Melanie!

I ended up finding this was a user error. He was clicking the wrong button when trying to move forward.

M

Melanie.Panguito

Docusign Employee

Hello @Tobey.Higgins,

Thank you for the confirmation. I am glad you were able to sort it out.

Feel free to reach out here in the Community for any questions. Thank you and have a great day!

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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