"File failed to delete" when modifying Word docs in Salesforce Gen Templates

Question

Our org uses Docusign for eSignature and Doc Gen natively in Salesforce via the Docusign Apps Launcher v6.12. I'm attempting to modify an existing Gen Template. Specifically, I want to swap out the current Word .doc being used with a newer version. I can add the new Word doc via the "Upload Documents" stage of the process, but removing the old doc is throwing an error: "File failed to delete. Try again."

When I attempt to delete a second time, the page is stuck loading, and I see the following error code:

This page has an error. You might just need to refresh it. Action failed: dfsle:GenImportTemplateFiles$controller$removeFile [Cannot read properties of undefined (reading 'id')] Failing descriptor: {dfsle:GenImportTemplateFiles$controller$removeFile}

I've attempted this with the same result on multiple Gen Templates. I'm unclear what the problem is, but this issue will impact us negatively very soon if we cannot get a resolution. Any help would be appreciated.

Ma.Cubio · Accepted Answer

Hello ​@zgoldberg,I’m sorry that the issue is still unresolved. I’ll try my best to help you.The reason why I asked if you’re able to delete any files from Salesforce record is to check if issue is being caused byblocking users from deleting files in Salesforce.But ifthis is not the case, I highly recommend you open a support case for further investigation.The workaround is tosubmit a case without logging into your account by using the “I can’t access my account”option at the bottom of the page and providing complete details of the issue in the Case description.https://support.docusign.com/s/contactSupport?language=en_US&rsc_301Please let us know if you require any further assistance. Thank you!If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!Best regards,Ma. Cassandra |Docusign Community Moderator"Select as Best"below if you find the answer a valid solution to your issue

Ma.Cubio · Answer

Hello ​@zgoldberg,Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible.I just wanted to confirm if youcan delete any other files from any Salesforce record (not from the Gen template)?If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!Best regards,Ma. Cassandra |Docusign Community Moderator"Select as Best"below if you find the answer a valid solution to your issue

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