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Troubleshooting DocuSign

Learn about common DocuSign issues and how to solve them

Ryan Turner avatar
Written by Ryan Turner
Updated over 2 months ago

This article helps you to understand and resolve some common issues you might experience while using our DocuSign integration.

If the problem you're experiencing isn't on the list, reach out to our support team (support@legatics.com).


Envelopes can't be created


Reason

Resolution

You aren't logged into DocuSign

We will redirect you to DocuSign's log in screen when you send an envelope.

If this doesn't happen, you should log into DocuSign directly at https://account.docusign.com/. Once you are logged in, try and send the envelope again.

You're logging into a DocuSign account that isn't connected with Legatics

1 - Check internally to confirm if the DocuSign account you are trying to log into is connected to Legatics.

2 - Log out of the DocuSign account, send the envelope again and log into the account integrated with Legatics.

The file you tried to send isn't supported by DocuSign

Upload the file in a supported file type and try again. See this DocuSign guide for supported file formats.

The file you tried to send is over 25mb

DocuSign limits files to 25mb. You will need to compress the file and try again


Statuses aren't updating


Legatics receives regular updates from DocuSign on envelope and signatory statuses. For example, when an envelope changes from "Sent" to "Completed".

In the unlikely event that these updates will not be pushed to Legatics, please try refreshing the page and waiting a few minutes (it generally takes up to 1 minute before status changes in DocuSign are reflected in Legatics).

If the problem persists, please contact us at support@legatics.com.


Signatory status is stuck in "Envelope created"


This will happen if you:

  1. Send an envelope with parties/signatories to a document

  2. Change the signatories in DocuSign (eg delete the signatory, or change their email)

  3. Send the envelope with the changes applied.

Our integration does not synchronise changes made to signatories (ie recipients) in DocuSign. As a result, the signatory status will remain "stuck" in the "Envelope created" status.

To avoid this happening:

  • Send documents to DocuSign when you are certain of the parties and signatories. This will mean that you won't have to change the parties or signatories in DocuSign.

  • Don't add parties and signatories to your documents. This will result in just the envelope status being tracked.


All signatories have signed the document, but the envelope status is not "Completed"


Reason

Resolution

Non-signing "recipients" need to complete an action on the envelope

DocuSign uses the term "Recipient" to describe anyone who receives the document (not just the signatories to the document).

For example, you can require that someone needs to view the envelope before it is completed.

However, Legatics only tracks the status of people signing the envelope. If other recipients still need to complete actions, this will not be shown in Legatics.

To see the status of any other recipients (eg a witness), you will need to log into DocuSign (see this article explaining how to do this)

Another document in the envelope has not been signed by all recipients

For example:

  • An envelope contains 2 documents,

  • Document 1 is not signed by Director 1

  • Document 2 is signed by Director 2.

As a result the envelope status will be "Sent", as Director 1 has not signed Document 1

So you'll need to wait for the other signing recipients to sign the documents in the envelope.

To minimise the risk of this happening, you can send documents in separate envelopes. See this article to understand how to do this in Legatics.


Unable to access the envelope from Legatics


Legatics allows you to directly access the envelopes you have created in DocuSign

If you can't access the envelope, it may be because:

Reason

Resolution

The envelope is being edited in DocuSign

Check that you don't have the envelope already open in DocuSign.

If you do:

  • Press the "Manage" tab and find your "Draft" envelopes

  • Open the envelope and press "Save and Close"

You didn't create the envelope

DocuSign only allows the person who created the envelope to access it.

If you need access to the envelope, you will need to contact your internal DocuSign Administrator and have them share the envelope with you.

You will then be able to view the envelope from DocuSign by following this guide.

The envelope is contained in a different account

DocuSign allows you to be logged into multiple DocuSign accounts.

If you are logged into an account that wasn't used to send the envelope, then you won't be able to access the envelope from DocuSign.

So check what DocuSign account you are logged into, and if needed switch to the account that you used to create the envelope.


Signed documents aren't downloading


In the unlikely event that a signed document does not download, please try refreshing the page and trying again.

If the problem persists, please contact us at support@legatics.com.


Account has been deleted or disabled


If your System Admin disables or deletes a DocuSign account, you will see (in the signing view) that the DocuSign account attached to those files has been deleted or disabled.

While those accounts remain unconnected to Legatics, you won't be able to:

  • Get status updates on envelopes and signatories

  • Remove the document from DocuSign

  • Download the document from DocuSign

  • Open the document in DocuSign

If this happens, and you need to take actions on the document, then:

  1. Press "Actions" on the affected document

  2. Press "Unlink from DocuSign". This will break the connection with DocuSign and allow you to send the documents to another DocuSign account.


Related articles:


If you require further assistance, please email us at support@legatics.com.

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