White page after loading the DocuSign template

Question

Hello to everyone,

We have developed and integration between DocuSign and our custom application which allows to set up integration with Salesforce. On our side everything works fine. However, when we log into DocuSign from our iPad using the developed signature button and get redirected to the DocuSign, we have some troubles here.

First of all, it may take some time to load the page with the request of the SMS confirmation but it’s not the main issue. The main issue is that when we enter the code from SMS and get redirected to the page with template, it often happens that the screen just becomes white and that’s it. We can’t do anything after this, only to cancel the signature.

I was talking with the developer team on our side and they told me that it seems like an issue is on DocuSign side. So that’s why I am posting this here to understand whether there were any other cases like that. And if yes, then what can be a reason of that? So that we can fix it before Go-Live of integration.

Mahmoud.Essam · Answer

Hello ​@anna.d.millerThe issue is most likely a cross-site tracking or embedding security restriction in the Safari browser (which is the underlying web component for most apps on iPad).1. iOS/iPadOS Safari Security Settings:Apple's security settings, specifically Intelligent Tracking Prevention (ITP) in Safari, can prevent DocuSign content from loading correctly, especially when embedded or redirected from a different domain (your custom app/Salesforce) to the DocuSign domain.Prevent Cross-Site TrackingDISABLE (Set to OFF)Block All CookiesDISABLE (Set to OFF)Request Desktop Website Set All Websites to EnabledIf the user is accessing the signature through the Salesforce mobile app (which uses a Safari web view), they may also need to check: Allow Cross-Website Tracking for the Salesforce app in: iPad Settings > Salesforce.Thanks and regards,Mahmoud.

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