Legacy User

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Whenever trying to access a document that has been filled out by a client, their information that they filled out in text boxes and signatures they signed are covered by blank boxes on top of them. I was wondering why this was the case?

Forum|Forum|3 years ago
June 8, 2023
6 replies
267 views

When I download the completed document, empty text boxes appear once again over the already filled out form. Why is this happening? Thanks

eSignature

Best answer by Community Expert

Hello,

Thank you for reaching back.

It could be that the uploaded PDF had these boxes (fields) on them and is overlaying the DocuSign fields, can you try flattening the document and uploading it to DocuSign to see if there is any difference with the outcome, please follow the steps in the following article to have the PDF printed to a new PDF: https://support.docusign.com/s/articles/How-to-resolve-a-document-upload-error-by-printing-the-document-to-a-new-PDF

Also, I would recommend doing these tests in a demo environment if you don't already have one, so that these test envelopes would not be deducted from your allowance, creating a demo account has no cost, it is free: https://go.docusign.com/demo/

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!

C

Community Member

Legacy User

Hello,

Thank you for reaching out here in the DocuSign Community.

To better understand your issue, will you be so kind as to provide a screenshot? Does this happen with multiple documents or just one? Can you confirm that the fields are not doubled by creating a copy of the document?: https://support.docusign.com/s/document-item?bundleId=oeq1643226594604&topicId=dwd1578456423420.html&_LANG=enus

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!

C

Community Member

Legacy User

docusign Hi there Nathaly,

This is what it looks like. Behind the first line you can see where I have signed the document but there is a text box on top of it that is hiding it.

C

Community Member

Legacy User

@Nathaly Monge see above

C

Community Expert

Answer

Docusign Employee

Hello,

Thank you for reaching back.

It could be that the uploaded PDF had these boxes (fields) on them and is overlaying the DocuSign fields, can you try flattening the document and uploading it to DocuSign to see if there is any difference with the outcome, please follow the steps in the following article to have the PDF printed to a new PDF: https://support.docusign.com/s/articles/How-to-resolve-a-document-upload-error-by-printing-the-document-to-a-new-PDF

Also, I would recommend doing these tests in a demo environment if you don't already have one, so that these test envelopes would not be deducted from your allowance, creating a demo account has no cost, it is free: https://go.docusign.com/demo/

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!

C

Community Member

Legacy User

@Nathaly Monge Thank you that solved one of my problems! I am still getting and error message: ErrorAuthentication ErrorThe login information provided does not match the account for this envelope. Please try again and login with the same email address where you received this envelope.

For assistance, please visit our Support Center.

Is it possible that the email address being a group email might be an issue?

C

Community Member

Legacy User

Hello,

Thank you for reaching back.

I'm sorry to hear that you are getting that error.

Actually, the error you are getting is because the envelope is being sent to an account that can possibly be under the same email address but has a different password (a second account that might have been opened in the past and that is on the same server or closer to the sender's server), I would recommend contacting customer support by creating a case using the link below so that they can track the envelope to the exact account: https://support.docusign.com/en/contactSupport

If you’re not able to open a Customer Support case via the above link, you can scroll down the page to “More Support Options” and select "I can't reset my password or don't have an account." You will have different options to contact Support.

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!

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