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Everything looked to be going OK, except whenever i put a merge field on my document I got an ‘unable to connect to service’ message. I found a post that said disconnect and reconnect the docusign account which I did but it made no difference. I then tried uninstalling and reinstalling the package from the AppExchange. It claims to be installed successfully but I now just get a grey screen on the DocuSign setup tab and a ‘refused to connect’ message.
Any thoughts on how I can fix this please.
Solved
PoC - issue connecting Salesforce Sandbox with docusign Dev account
- Newcomer
Best answer by Jenny.Martin
Hello
Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community. Rest assured that I will do my best to help you.
If you still have problems even after disconnecting and reconnecting Docusign and Salesforce, here are some steps you can take to resolve the issues:
Resolution 1: Disconnect and Delete the Salesforce Link
- Select the Disconnect link on the Docusign Setup tab in Salesforce.
- Log in to the connected Docusign account as an Administrator.
- Select the Settings tab.
- Select Connect on the left-hand navigation pane.
- Select the Actions drop-down menu next to the Docusign Apps Launcher listing.
- Select Delete from the list.
- Select the Delete button on the Delete Connect Configuration dialog box.
- Return to Salesforce and select the Log in to Docusign button.
You have completed the process. You have disconnected the account links in both your Docusign account and your Salesforce organization. You have then reconnected the accounts in Salesforce. You can now add merge fields to an envelope template.
Resolution 2: Reconfigure the Legacy Connect Configuration
- Log in to the connected Docusign account as the Connect for Salesforce integration user.
- Go to Settings > Integrations > Connect
- Select Actions and choose Edit from the drop-down menu.
- Select Reconfigure Login.
- Select OAuth and follow this link to refresh the connection.
You have completed the process. You have refreshed the Connect configuration between Docusign and Salesforce. You can now add merge fields to an envelope template.
Additional Troubleshooting
- If you continue to see a grey screen or 'refused to connect' message after reinstalling the package, ensure that:
- Your browser is not blocking any scripts or pop-ups.
- Clear your browser cache and cookies.
- Try accessing the DocuSign setup tab in a different browser or in incognito mode.
Reference Article: https://support.docusign.com/s/document-item?language=en_US&bundleId=srl1586134368658&topicId=nug1622604076814.html&_LANG=enus
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. Let us know if you need further assistance with this. Thank you!
Best regards,
Jenny | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
- Community Moderator
- Answer
Hello
Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community. Rest assured that I will do my best to help you.
If you still have problems even after disconnecting and reconnecting Docusign and Salesforce, here are some steps you can take to resolve the issues:
Resolution 1: Disconnect and Delete the Salesforce Link
- Select the Disconnect link on the Docusign Setup tab in Salesforce.
- Log in to the connected Docusign account as an Administrator.
- Select the Settings tab.
- Select Connect on the left-hand navigation pane.
- Select the Actions drop-down menu next to the Docusign Apps Launcher listing.
- Select Delete from the list.
- Select the Delete button on the Delete Connect Configuration dialog box.
- Return to Salesforce and select the Log in to Docusign button.
You have completed the process. You have disconnected the account links in both your Docusign account and your Salesforce organization. You have then reconnected the accounts in Salesforce. You can now add merge fields to an envelope template.
Resolution 2: Reconfigure the Legacy Connect Configuration
- Log in to the connected Docusign account as the Connect for Salesforce integration user.
- Go to Settings > Integrations > Connect
- Select Actions and choose Edit from the drop-down menu.
- Select Reconfigure Login.
- Select OAuth and follow this link to refresh the connection.
You have completed the process. You have refreshed the Connect configuration between Docusign and Salesforce. You can now add merge fields to an envelope template.
Additional Troubleshooting
- If you continue to see a grey screen or 'refused to connect' message after reinstalling the package, ensure that:
- Your browser is not blocking any scripts or pop-ups.
- Clear your browser cache and cookies.
- Try accessing the DocuSign setup tab in a different browser or in incognito mode.
Reference Article: https://support.docusign.com/s/document-item?language=en_US&bundleId=srl1586134368658&topicId=nug1622604076814.html&_LANG=enus
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. Let us know if you need further assistance with this. Thank you!
Best regards,
Jenny | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
- Community Moderator
Hello
I hope you are doing well. If you found my response to be a useful solution to your question, could you please click the "Best Answer ✅" button at the bottom of the post? It helps other community members who might have similar questions. If you require additional assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.
Best regards,
Jenny | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
- Newcomer
I am struggling with a similar problem, but the solution provided isn’t solving it for me.
I am in a SF sandbox, with a production docusign account
I have:
- Uninstalled and reinstalled
- Disconnected and reconnected
- Following the instructions from: https://support.docusign.com/s/document-item?language=en_US&_gl=1*i4fgo9*_gcl_au*NTg3MjYxNTk2LjE3Njk0NDIyODI.&bundleId=srl1586134368658&topicId=nug1622604076814.html&_LANG=enus
- Resolution: Logged in on Firefox
- This made some progress. I am now able to save the standard fields, but still can not save my salesforce merge fields.
- Resolution: Logged in on Firefox
Any suggestions as to why I keep getting the same error:
Save Error: Some fields might be out of sync. Unable to connect to the service. Failed to connect to the salesforce service.
- Community Moderator
Hello
Thanks for reaching out to the Docusign Community!
Since the troubleshooting steps did not resolve the issue, it would be best to submit a support ticket so our team can investigate this further. This will allow us to review the details more thoroughly and identify what’s causing the problem.
👉 Open a case in the Docusign Support Center
Regards,
Jenny | Docusign Community Moderator
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