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Google Drive Upload option is not working

Forum|Forum|1 year ago
March 28, 2025
9 replies
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For the past week, when using the upload feature, using our linked Google Drive option, the options screen has a bug. We cannot scroll to find documents and the upload box is not working propertly. We figured it would be fixed, but its been like this for a week.

Best answer by Melanie.Panguito

Hello @jasonzumberge,

Thank you for reaching out, and welcome to the Docusign Community! We are glad to have you here and can't wait to help share as much knowledge as possible.

I understand the issue you are facing with the upload process in Docusign. When trying to upload files from Google Drive, you cannot scroll down to locate documents. I sincerely apologize for the inconvenience, and I will make every effort to assist you.

Appreciate you for bringing this to our attention. Upon review, I can confirm that you are affected by a known product issue. Our engineers are already aware of this, and we are tracking it as Bug: NDSESEND-10908. If you would like to receive any updates regarding this issue, we encourage you to open a Customer Support case referencing the ticket number above: https://support.docusign.com/en/contactSupport

Select Open a Support Case at the top of the page.
Select the Continue button beneath eSignature, Rooms, and CLM. Note: If you're a DoD customer, select DoD Customer Login.
Log in using your Product credentials (email and password) and select Continue:
1. The Docusign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (i.e., not a Demo or Sandbox environment).
2. Have issues logging in? Try these troubleshooting steps.
Select a Case Subject. Note: If you have multiple DocuSign accounts, a pop-up will appear. Select an account to continue.
Select any of the resources under ‘Need Answers Fast?’ that address your issue.
If that doesn't answer your question, select the Add Case Details button.
Complete the case form.

You can also keep an eye out on our Release Notes for any updates: https://support.docusign.com/s/releasenotes?page=1&labelKey=Release_Note

I hope this is helpful to you. Let us know if you need further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

M

Melanie.Panguito

Answer

Docusign Employee

Hello @jasonzumberge,

Thank you for reaching out, and welcome to the Docusign Community! We are glad to have you here and can't wait to help share as much knowledge as possible.

I understand the issue you are facing with the upload process in Docusign. When trying to upload files from Google Drive, you cannot scroll down to locate documents. I sincerely apologize for the inconvenience, and I will make every effort to assist you.

Appreciate you for bringing this to our attention. Upon review, I can confirm that you are affected by a known product issue. Our engineers are already aware of this, and we are tracking it as Bug: NDSESEND-10908. If you would like to receive any updates regarding this issue, we encourage you to open a Customer Support case referencing the ticket number above: https://support.docusign.com/en/contactSupport

Select Open a Support Case at the top of the page.
Select the Continue button beneath eSignature, Rooms, and CLM. Note: If you're a DoD customer, select DoD Customer Login.
Log in using your Product credentials (email and password) and select Continue:
1. The Docusign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (i.e., not a Demo or Sandbox environment).
2. Have issues logging in? Try these troubleshooting steps.
Select a Case Subject. Note: If you have multiple DocuSign accounts, a pop-up will appear. Select an account to continue.
Select any of the resources under ‘Need Answers Fast?’ that address your issue.
If that doesn't answer your question, select the Add Case Details button.
Complete the case form.

You can also keep an eye out on our Release Notes for any updates: https://support.docusign.com/s/releasenotes?page=1&labelKey=Release_Note

I hope this is helpful to you. Let us know if you need further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

C

CHBR

Newcomer

We are having this exact issue and have been for around four weeks. Was there any resolution?

M

Melanie.Panguito

Docusign Employee

Hello @CHBR,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question!

The engineering team is actively working on a fix, as per the last update. I understand the inconvenience this may be causing and I sincerely apologize for it. Rest assured, we are doing everything we can to resolve this issue. I recommend creating a case for you to get updates on the ticket.

To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case.” Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

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.

Best regards,

Melanie | Docusign Community Moderator

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

J

jasonzumberge

Author

New Voice

@Melanie.Panguito This issues still persists. We really need this feature working again. Do you have a time horizon for fix?

M

Melanie.Panguito

Docusign Employee

Hello @jasonzumberge,

I see that the fix is being deployed this week. I apologize for any inconvenience this may have caused. Have you created a case for this? If yes, could you please send me a private message with the case number? Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

J

Janets9304

Newcomer

Hi Melanie

I reported the same issue yesterday that has persisted for several weeks. I can confirm that it defo hasnt been fixed yet. I was given a product issue number to track the status of this issue but have been unable to do so. I dont seem to have access

A timeline would be great to know!

Thanks

Janet

M

Melanie.Panguito

Docusign Employee

Hello @Janets9304,

My sincere apologies. Can you please send me a private message with your case number?

Best regards,

Melanie | Docusign Community Moderator

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

M

Melanie.Panguito

Docusign Employee

Hello @Janets9304,

I received your message. Thank you for providing the information. As I mentioned, I’ll keep an eye on the bug status and commit to provide updates next week. Have a great day. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

M

Melanie.Panguito

Docusign Employee

Hello @Janets9304,

I am sorry for not getting back to you sooner. I appreciate your patience as we work on the fix. While it's still ongoing, we've received reports from others that it's resolved. Could you please test and confirm? Thank you for your understanding!

Best regards,

Melanie | Docusign Community Moderator

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

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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.