Unanswered questions

Application errorAn unexpected error occurred in the application. When contacting the support team, include the session transaction ID 2db7984c-0daf-49a2-a608-f2a571ee40df and the steps to reproduce this error.  

I have set up my first Meastro workflow. It is a simple web form that exports the data to a google sheet in a shared drive. When I test, I see the submissions coming through as expected. However, it looks like we have had 10 or so submissions this month that are not being written to the Google Sheet. Only the one test ones I submitted are there. I did not receive any error messages that these did not go through. Is there any troubleshooting things I could check to see why these failed silently? 

I looking to find a best practice to using the Send an Email step when an eForm (Find Document) fails to load.  My current workflow uses a (Find Document) step to load the workflow settings, which includes email subject and body information.  If the eForm / Find document step doesn’t work I want the IT Admin team to be notified via an email step.  However, I’m finding that the Send Email step needs to now be hard coded to allow the email content to still be visual to the recipient.  Does anyone have any solutions on how to still use variable-like data in an email step if the eForm fails to load?(Note, the only solution I’ve come up with was to use an Update Variable step to pre-initialize the variable in the workflow but that seems to defeat the point of using an external workflow setting document [eg. eForm]) What other ideas are out there?

On a certificate of completion, how can I verify (beyond all doubts) that a signer was/wasn’t in person signing a pin pad? This has become a legal matter in which we need to know if signer (which is now deceased) was actually present at the time.  

Is there a way to edit a webform subject line per submission? 

I prepared a template, it has data fields. Because the template includes two files, each of which has an ‘effective date’, the CSV includes duplicate columns. Dunno if that’s why I’m getting the error. I have verified my test file includes all values: But I get this error:   

Hi All,For non-production environments, we do not want DocuSign emails to be sent to the actual user email IDs. Instead, we would like to redirect all such emails to a common mailbox.Could someone please share the steps to achieve this?Thank you!

I am working with a developer account and am receiving this error message:502: Error, {"error":"DocuSign send failed","detail":{"errorCode":"RECIPIENT_LIMIT_EXCEEDED","message":"The cumulative recipient limit has been exceeded."}}I tried deleting some envelopes but that did not resolve the issue. Our level of testing seems to be below the published threshold for a developer account.Can DocuSign reset or clarify the cumulative recipient limit on a free developer/demo account? I have also seen reference to some kind of account hold that would result in the same error message. Any insights would be appreciated.

all evironments CLMs look like this since today: seeml like not working only for us, any idea wha’t s been done in the deployment???

I have connected my google drive with docusign and I am able to upload the documents from my drive. But as soon as I try to go into the shared drive folders from docusign UI, I just checkboxes in front of the folder instead of it being a folder. How can I fix this?

Hello DocuSign Support,We have completed the Go Live process successfully and are now in production, but every OAuth token exchange request is failing with the following error:  "error": "invalid_grant"  "error_description": "unauthorized_client"This has been confirmed via direct Postman testing with a correct request structure. Our technical team has ruled out all client-side configuration issues. We believe the root cause is that API access entitlement is not active on our production account. On our current IAM Starter plan, API access is listed as "Contact sales."We need the following resolved as quickly as possible:1. Confirm whether API access can be activated on our current IAM Starter plan or whether an upgrade is required.2. Provide pricing for the appropriate plan that includes full production OAuth token issuance.3. Activate API entitlement on production account ID 2********* immediately.This is blocking a live production business workflow for our client and every hour of del

We are starting to utilize our OnBase DocuSign integration and have run into a few issues. Our theory is to start in OnBase and end in OnBase. User uploads to DocuSign, DocuSign returns to user once signed.Issue 1:  When a User is trying to check envelope status, User receives an error of “Access Denied.”Issue 2: When a User selects multiple documents and right clicks, send to document, all documents are present in the envelope. If they select multiple documents and use the Ribbon Icon for DocuSign, only the topmost document appears in the envelope.We think issue 1 is related to Sharing, but cannot find the fix. Issue 2 may be a bug, but Hyland has not yet responded. We are on OnBase v 24.1.1000.Any support would be appreciated!

I’m trying to send out a document for signatures, which I’ve done a number of times, but it’s now showing that a fax number is required for each of the signers.  (Even though the fax box is greyed out, and it won’t let me enter anything into the fax number field, so there’s no way for me to send the document.) How do I fix this so it’s not a required field?

Hello I subscribed to Docusign in order to sign an INPI document as it was said it is eIDAS compliant.But INPI refused the document.what can I do please?Bests, 

I cannot find a way of getting two different signatures from one individual from the webform to map to the template. How do I do this?

I’d like to come back to the topic of getting shared access to DocuSign. Previously, we were granted shared access without the information that the access was for the entire profile and no old files could be hidden or deleted, due to that to protect some of the data, we revoked the access. However, upon checking possible solutions, Google says for DocuSign folders can be created with specific permissions, so it seems we could create a new folder for future documents only and grant access to others to that folder solely. The other option would be to move the old documents to a folder that would be restricted from view. Can you please explore these options and let me know if this solution would be possible? 

I have a template with a series of checkboxes. When someone completes the template, their checkbox selection shows up on the finished document under “Untitled Checkbox”. Everything I can find online says that I need to update the Group Data Label. I am able to update the “Data Label” but NOT the “Group Data Label”. When I hover over the “Group Data Label” field the text is grayed out and says “This field property is not editable”. I need the group of checkboxes to be properly labeled on my finished document. 

I need to contact the support because the signing process of one of my files does not work. When I try to access the support chat here, nothing happens when pressing the button. There is also no html behind the button I could copy to another browser. It’s not working in Chrome (incognito & normal mode), Firefox, Safari  I also can not access any other type of support since I’m not a paying member. I also can’t log in to the support page, because first I’d need to open a chat - which is not working. 

Within a document: Must all initial spots be completed? If they are not within agreement?  Is there a way to skip and Finish.Our landlord agreement has an addendum attached to the regular contract that we don’t accept.

 send 3 documents in a DS envelope - Offer Letter (signatures) Non Disclosure Agreement (Signatures) Benefits Overview no signatures or field completion required.Candidates are saying they cannot see the last document which is a one page benefit summary.  I have no idea why, unless it is because that doc requires no signatures it is just informational?  Has anyone else had this?

Good afternoon,  I an unpaid user of Docusign, and have found it so difficult to use, and the lack of customer support has been so bad that I want to delete my profile, my documents, and remove myself completely from the site, because I simply don’t trust it.Can somebody advise me how to do this?  It seems that without paying I am not able to contact the company at all - the chat box seems to be available to me, but when I click on it, nothing happens.  It is very frustrating, and I really don’t want anything more to do with this company!

Hi there,I have tried to access learning resources from Docusign Uni from both a free and a trial account. Both of them go to an error page when I click through on one of the courses. Screenshot attached.As suggested by the error page I then try the chatbot however the widget does not launch when I click on the button. (Button page screenshot also attached)So I cannot access Docusign University or ask directly for suypport. Can someone help and also is anyone actually using the chatbot function because I have tried different browsers/devices etc and that button just doesn’t work!!Cheers.

We send tens of documents a day and all have to be signed by someone from our company.Is there a way to presign the documents in template so that only the other party needs to sign it so someone from our end doesnt need to go 50 times a day to DS to sign it?

Some Admins of same DS account are not able to view replies sent by DS Support.  They are correctly set as Watchers.  For these Admins, the DS Support screen displaying the query does not display the answer given by DS Support.  The sender of the query can see the reply.  Is anyone else encountering this issue?

In Docusign, we had created a user “Contracts Team”.  We then set it up so that each member of the team could toggle from themselves as a user to the “Contracts Team” as user.  That way, multiple members of the team could send envelopes as user “Contracts Team”.  It works well.  Unfortunately, starting today, when I toggle to “Contracts Team” and assemble an envelope, I am not able to save edits to Document Visibility.  I’m not able to save and close any envelopes.  I understand that Docusign migrated from sharing envelopes to shared access.  But we had set up the access already so team members could toggle between their profile and the Facilities Contracts profile. I’m not sure how to resolve the issue.  Any suggestions?  Thanks.