Docusign ID verification: couldn't connect to this service

Hello ,

Thank you for reaching out here in the Docusign Community. Welcome to the Docusign Community and thank you for posting your concerns! 

Can you please provide a sample envelope ID where your signer is having this issue for us to check on the back end?

We would also like to confirm if your signer tried a different device or network connection and if it worked?

If they have not, please ask the user to try to basic browser troubleshooting steps like:
1. Copy the hyperlink of the envelope invitation and open it in an incognito window (if using chrome).
2. Clear cookies and cache.
3. Use a different browser.
4. Try a different device.
5. Use a different network connection, and if you are connected to a VPN network, please disconnect it and try.
6. Verify that your browser is under the latest version, has cookies enabled, and also allows third-party cookies.

Looking forward to your response.

Best regards,

Rodolfo | Docusign Community Moderator

Hi Rodolfo, 

Thank you for you reply.

I sent an envelope ID example in a private message.

Regarding the browser settings, we tried different options with browsers, devices, cookies, VPNs (on and off), Wifi (on and off). The weird thing that it started recently - around the end of last year. 

So if you could check the backend, that would be great. Maybe there was an update or something.

Thank you!

Hello ​@Trillion Digital ,

Thank you for providing the additional information.

Looking at the backend of the envelope, there was no error on it.

Were you able to test with a newer envelope if it is having the same issue?

This error can also be caused by browsers not being up to date. Can you please check if there is an available update on the browser being used?

Best regards,

Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello ​@Trillion Digital  ,

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Let us know if you need further assistance with this.

Best regards,

Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!