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Edit: This has been tested on both Firefox and Google Chrome with the exact same results. I also rebooted my PC completed to rule out many other issues.
 

Ive been using the new template editor since it launched and I never had any glitches. But now, one of my templates seems completely broken.

I have a template with multiple documents within it. I can edit the first document with no issues, but now when I switch to the second document, the page completely breaks.

1) First, my cursor jumps to the top of the page and is locked there. I an unable to type anything on the page or delete/format text.

2) Clicking on paragraphs does nothing, but if I double click on them, it highlights the whole thing and the rulebuilder icon shows up. Even if I click the rulebuilder icon and hit cancel, it still doesn’t go away.

3) If I try to click back to the first page, I get a choppy grey overlay over everything (but no pop up menu). And at that point, the page is completely frozen and unresponsive.

Here are images of each of the glitches in action
 

Glitch #1
Glitch #2
Glitch #3
 

This effectively has ruined my template for the time being. I cant edit it in the new editor. I really need to get a solution here.

Hello ​@MrVoid,

Thank you for reaching out to the Docusign Community.

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 a VPN, or if you are on one already, disconnect from the VPN and try again.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

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

I am experiencing the same issue. I am unable to edit any of my templates and am having the same issue with my cursor locked at the top of the edit screen. This is a big hinderance as this is the key reason my company purchased our docusign membership. I was able to edit this document with no issue a few weeks ago so this is not an account access issue. I have cleared my cache and my cookies and have used multiple browsers with no luck. Our company has been testing out the new process of using docusign for this specific function and if this issue is not remedied we will need to look into other platforms.

​@Christopher.Alpizar I have tried all of those things. I have even tried on different PCs and the issue is still there. Nothing about my account status has changed. I am still subscribed yearly. Nothing has changed there. I was just editing documents less than a month ago with no issue. All of this is pointing to a website issue. Something to do with a recent update probably. I doubt it would just break on its own.

I contacted Docusign support and they couldn’t help me with the issue. They said they would look into it and take my feedback into consideration. I understand that the support team is not equipped to deal with an issue runs deep in the website’s code like this. But someone has to look into it. This has completely shaken my trust in this website.

​@alawson04 Im glad I’m not alone here. This is a massive, catastrophic issue. Imagine if google docs had glitches that would corrupt your files. I’m trying to close a multi hundred thousand dollar deal here and right at the finish line this happens. Its not acceptable. Professionals rely on this platform. Whatever update they made in the past few weeks needs to be rolled back until they can find out whats going on.

Hello ​@alawson04 and ​@MrVoid,

Did you contact Docusign Support by creating a case? If yes, can you provide the case number?

Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

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

@Christopher.Alpizar I did, but they didn’t have a solution. They suggested that I just make a new template. Which I ended up doing, since I didn’t foresee this bug being fixed any time soon.  Case #: 14604448

Hello  ​@MrVoid,

Did the new template have the same issue?

Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

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

Have there been any further updates on this issue? It is becoming an issue that we cannot edit the templates and this is disrupting the introduction of this new workflow for our company.

Hello ​@alawson04,

Thank you for reaching out to the Docusign Community.

Is this affecting all of your templates?

Have you contacted Support about this?

Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

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

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