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Signature authentification failure

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having a problem with authenticating signatures on documents that are downloaded as combined PDF. When a document is downloaded as a combined PDF along with the certificate of authentification, the signatures are not recognised by Adobe Acrobat. However, when I download the same document as a seperate PDF document from the certificate of authentification, the signatures are recognised and can be authenticated by Adobe Acrobe.

For our purposes we need to download all documents as combined PDFs and signatures must be authenticated. Please help.

eSignature

C

Christopher.Alpizar

Docusign Employee

Hello @EmmaC,

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community, we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand your signatures when the envelope is combined are not getting authenticated.

I apologize for any inconvenience this might cause you, are you getting an error message? if yes can you provide a screenshot?

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.

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Christopher.Alpizar

Docusign Employee

Hi @EmmaC,

I hope you are doing well.

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

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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E

EmmaC

Author

Newcomer

Hi Christopher

Thank you for your message. Yes we still need help with our issue as it has not yet been resolved (please see question abovve). Can you help?

Best regards

Emma

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Hengfeng Ge

Hero

As I know the document should sign with DocuSign certificate after the envelope is completed whatever your select the method is separate or combined. but we find the document is not signed with DocuSign certificate when the Envelope is not completed and download it separate today. We also confuse why not sign it when download separate. And another finding is the certificate sign date is when the user download the document after the document is completed.

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Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.

C

Christopher.Alpizar

Docusign Employee

Hi @EmmaC,

Thank you for reaching back, would it be possible for you to provide an example envelope ID?

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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C

Christopher.Alpizar

Docusign Employee

Hi @EmmaC,

I hope you are doing well.

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

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

Translate

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