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melissaj39801694
melissaj39801694
Participant
August 21, 2017
Answered

Stuck at "Preparing Document"

  • August 21, 2017
  • 1 reply
  • 1918 views

Hi, I have a user I'm supporting here at work and we cannot get Adobe Sign to progress past "preparing document" so that she can see and sign documents.

She is on Windows 10, we have tried both IE11 and Chrome and neither work. 

I have reset IE11, I tried signing into her PC as myself to rule out any weird Windows user profile issues.

I have updated Adobe Reader to the latest version and made sure the IE11 add-on is enabled.

I am at a loss.  What do I need to do to get this working for my user?

Thanks!

This topic has been closed for replies.
Correct answer Meenakshi Negi

Hi Melissaj,

Sorry for the trouble.

On August 18th, 2017, Adobe Sign experienced a 63 minute period of elevated errors due to a problem with our rasterization system. The incident began at 9:27 AM PT when the temporary directories associated with these rasterization servers started running out of inodes. As a result, rasterization failed, and customers were impacted when creating or fetching documents. The servers were rebooted and service was restored at 10:30 AM PT.

As a workaround, you can download the signed copy from Manage page, and re-upload it so you can sign on it, and the signer is not required to sign again. Or, you can initiate an all new transaction.

Let us know if you have any questions or need any help.

Regards,

Meenakshi

1 reply

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity ManagerCorrect answer
Community Manager
August 23, 2017

Hi Melissaj,

Sorry for the trouble.

On August 18th, 2017, Adobe Sign experienced a 63 minute period of elevated errors due to a problem with our rasterization system. The incident began at 9:27 AM PT when the temporary directories associated with these rasterization servers started running out of inodes. As a result, rasterization failed, and customers were impacted when creating or fetching documents. The servers were rebooted and service was restored at 10:30 AM PT.

As a workaround, you can download the signed copy from Manage page, and re-upload it so you can sign on it, and the signer is not required to sign again. Or, you can initiate an all new transaction.

Let us know if you have any questions or need any help.

Regards,

Meenakshi

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