Question

Web Form Not Advancing to Signing Screen

  • 14 March 2024
  • 9 replies
  • 94 views

Badge +1

We have a simple Web Form setup that is not advancing past the form edit/review page to the actual DocuSign signing screen. As the creator I can paste the link into a browser and flow through the process correctly, but when I share the link to others they can only start the form, enter their information in the form fields, then review what has been entered. Once they click that final “next” to go to the full document to sign it, the form freezes and goes no further. We have tried on multiple machines and used multiple browsers.


9 replies

Userlevel 6
Badge +13

@kreedpauley75 Although I do not have a resolution, I am wondering what happens if you try to just “use” the associated Template on that Web Form? Any errors with envelope creation via the Template?  Anything complicated or unusual about the Template/WebForm in terms of complexity such as using Formulas, Conditional Recipients etc?

Unfortunately without an error or other messaging it might be hard to determine the cause, outside of copying the Template, removing anything that might be causing an error such a Conditional Fields that might be broken, Conditional Recipients, Formulas etc.

Also have you tried to open, edit then reactivate the Web Form?

Badge +1

@David.Schmitz Thank you for that suggestion. The template works fine as a PowerForm and as a simple envelope. The Web Form is very basic, with only 8 fields, including the name/email fields for 2 signing roles. There are no conditional recipients or fields. It’s like the form just freezes. Plus, I am able to use the form by going to the link, but I am also the creator/owner. I will try to reactivate it and see if that makes a difference. We have been using Web Forms since Nov with no issues. One of the forms that we were using to survey participants of an event that ran 8 weeks encountered this problem last week, but had worked fine the previous 7 weeks. Whatever is causing this is new in the last 2 weeks, and is affecting more than one form.

Userlevel 3
Badge +11

Hi @kreedpauley75,

 

I hope you are doing well.

 

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or if the information that was provided was useful.

 

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

 

Otherwise, 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.

Badge +1

Hello, I'm having the same issue, users can not advance thru the workflow and sign the webform, making the webform unusable.  Does anyone know the cause of the issue?  Doesn’t using the template when there is a webform defeat the purpose of the webform?  

Userlevel 3
Badge +11

Hello @Ann Marie

 

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 that your Webforms are not working as expected.

 

To clarify, have you tried the below troubleshooting:

 

  • Clear cache/cookies
  • Try a different browser(s)
  • Try an Incognito window
  • Try a different device
  • Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
  • Try using VPN, or if on one already, disconnect from VPN and try again

 

Is this the only Webform that is having this issue? or is it all of the Webforms?

 

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some 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.

Badge +1

Thanks Christopher.

I was working with someone (over zoom) that had the issue yesterday.  I used the webform this morning and my boss used the webform today, and webform worked, for us.  This is the only webform we are having the issue on.  I have not been able to connect with the associate today.  I will let you know the outcome when I am able to get in-touch with the associate.  

 

I have another question regarding webforms, do customers get a copy of what they submitted when using a webform?  OR would the template need to be set up to send the customer a copy of the information submitted?   

Userlevel 3
Badge +11

Hello @Ann Marie

 

Thank you for reaching back,  in the Signature Page there is an option called “Initiate Signing Session from email, Select the toggle to initiate the signing session from an email. This action verifies the signer's email because the only way to get to the envelope is through the generated email flow.”, did you toggle that option?

 

The Signature Page is used to review recipient information associated with a web form. The page includes components such as the primary recipient, initiating signing sessions from email, enabling document field editing, adding additional recipients, viewing the template, and configuring template connections. Please see point number 2.

 

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.

Badge +1

Thanks Christopher. 

I found the answer to my question earlier today and it was turned on and works like a charm! This is what we used: 

 

Thank you! Ann Marie

Userlevel 3
Badge +11

Hello @Ann Marie

 

Glad to hear that, 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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