DOCUMENT_NOT_AVAILABLE when downloading the document

[PeopleDoc5CB6]

Hi everyone,

We‘re using AdobeSign here in my company.

When downloading the document after it has been signed (by using this endpoint /api/rest/v6/agreements/{agreement_id}/documents) we sometimes get a 404 saying that DOCUMENT_NOT_AVAILABLE The document is not yet available or will have no pages to view.

Do you know what it means exactly ? is the document not yet available for download because it has just been signed and need time to be processed on AdobeSign side ?

Thanks for your answers.

[A.Smusz - CE Engineer]

This can happen if you're making the call too quickly or if the workflow is at a point where the file is not done or has not yet been processed.  Can you describe your workflow with a bit more context/detail?

[PeopleDoc5CB6]

After having signed the document the signer is redirected back to our platform. This is where we try to download the signed document from AdobeSign.

Our company (UKG) acts an integrator with AdobeSign and so we have many customers using that solution and this issue happens only for a few customers.

[A.Smusz - CE Engineer]

On the API side, are you passing a x-api-user header value?

If your integration sends without impersonating a specific user and the agreement that it's trying to download was sent by a user who is not the "token-owner", this may be causing the issue. 

Additionally, if in the past a specific sign user originally configured the integration and that user then leaves the company, when the integration is re-configured with a new token-owner, that new token will not have access to the agreements sent by the previous token-owner.  If you are not passing an x-api-user in the send call all sends are done as the token owner.

If you can provide an agreement ID (same as a transaction ID) for an agreements that's failing to download, we can look it up and provide more info about what's happening.

[PeopleDoc5CB6]

Hi,

Thanks for your answer

It has failed for this agreement ID CBJCHBCAABAAsX85zA4cG5sw0iaWA3y39pVYKVZHeApG

[PeopleDoc5CB6]

Also I confirm that we impersonate the user with a x-api-user header

[PeopleDoc5CB6]

Hello @A.Smusz - CE Engineer 

Do you have some update to share please ?

Thanks in advance.

[tromank]

Hi @PeopleDoc5CB6 ,

Aaron is currently out of the office; I'll do my best to answer on his behalf.

When the GET request was made against the agreements/documents endpoint, you got the response code 404 with the following message: "The document is not yet available or will have no pages to view."

Between the agreement status changing to SIGNED and the request, there was less than 2 seconds. In your situation, the document was only a few pages, but in other scenarios, the document can be hundreds of pages and 100MB+ in size. So, we'll need to ensure this part of the product stays asynchronous. I'm happy to go into additional details if you are interested.

I recommend adding a buffer between capturing the event, requesting the signed and filed PDF, and adding a retry to the get request with a 2-second delay. Webhooks are also available to push the signed filed document as part of the event notification.

Regards,

Roman