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

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 you should 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 or open a support case so our tech team can take a closer look 👉 Open a Support Case 

Here are the steps: 

• Navigate to your Profile Settings by clicking your profile image
• Select My Preferences > Under General, scroll down to the API Request Log section > Enable  > Save
• Reproduce the error to ensure it is logged 
• Return to the API Request Log section > Download  > Disable > Save

Article: API Request Logging

We look forward to your update. We're here for you!

Regards,

Melanie | Docusign Community Moderator
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