Why does another admin get a more specific error message than I do?

Question

I am a DocuSign admin, developing templates for the company. I created a template and when I went to test it got an error message that only said, “Unable to create the envelope.” I had no idea what was causing the error. Then another admin tried and got, “The Tab formula is not Valid. Tab formula for tab Sales Amount...” and from that I knew exactly what the problem was. Why am I getting such a useless message? I checked my user settings and couldn’t find anything about displaying vague error messages.

Melanie.Panguito · Accepted Answer

Hi ​@GeorgeDSsutv,Welcome to the Docusign Community! We're glad you're here and happy to share knowledge with you.We understand the frustration you're experiencing with your Docusign template and the discrepancies in error messages between Administrators. It's certainly challenging when you can't resolve a template issue without a clear, consistent error message, especially when another user has received one.The situation is indeed unexpected, as youshould ideally receive the same error message for the same template, suggesting a deeper underlying cause we need to investigate. While you've indicated that you already resolved your template issue, did you capture screenshots of both errors when they occurred?To effectively identify the rootcause of such problems,collecting API logs is often the most effective method. We kindly request that you observe for any recurrence of this issue. Should it happen again,please collect API logs for both yourself and the other user involved and attach the downloaded log file to your reply oropen a support case so our tech team can take a closer look 👉Open a Support CaseHere are the steps:Navigate to your Profile Settings by clicking your profile imageSelect My Preferences >UnderGeneral, scroll down to theAPI Request Logsection >Enable> SaveReproduce the error to ensure it is loggedReturn to the API Request Logsection >Download> Disable > Save Article:API Request LoggingWe look forward to your update.We're here for you!Regards,Melanie| Docusign Community ModeratorIf this helped, feel free to click "Best Answer"

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