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H
Harmonious_yogi0D4C
Participant
September 17, 2018
Answered

Re: Stuck at "Preparing Document"

  • September 17, 2018
  • 2 replies
  • 6345 views

G'day Meenakshi,

Had the same trouble just then 17/09/2018.  Is there any fix for this?  Is the file being corrupted? I can see the document faintly in the background, but the wheel keeps on turning and downs't load the document up.   We use adobe sign all the time and this is the second time this has happened.  I am wondering if the chrome browser?  It is just me as a user at this stage.

Can you get back to me with an update please?

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

    I cleared all cache as well several time which had no affect.  As I say it only happens very rarely but when it does the team have to print out and muck around with the process.


    Hi Chrish,

    Sorry for the delay in response.

    Generally, it happens if the Internet is slow or due to the browser issue.

    If you are experiencing this issue with some particular documents, I would suggest you contact the support team.

    They will check if there is some issue with the document.

    As you are a subscribed user, find below the steps to contact support:

    • Login to your Adobe Sign account directly via https://secure.echosign.com/public/login

    • Once logged in, check the upper right corner of the page and click the question mark icon.

    • It will re-direct you to the page where you get the option to create the support case or to start a chat with the team.

    • If you've never logged in this way, use the forgot password option on the login link to set your password.

    Let us know if you need any help.

    Regards,

    Meenakshi

    2 replies

    G
    GlenfCad
    Participant
    November 1, 2024

    Hello there,

    Just removed your download manager from the task bar and refresh the page. I hope it works.

    Thanks

    Meenakshi Negi
    Meenakshi Negi
    Legend
    September 17, 2018

    Hi Chrish,

    Currently, there is no information about any issue. The application is working fine on our end.

    It seems to be the browser issue to me.

    Please try to clear the cache and cookies of the browser.

    relaunch the browser and then try to open the document.

    Also, try opening the document on the alternate browser.

    Check if it works fine there.

    Let us know how it goes.

    If you experience any issue, please update us here.

    Regards,

    Meenakshi

    H
    Harmonious_yogi0D4CAuthor
    Participant
    September 17, 2018

    Dear Meenakshi,

    I don't think it is a browser issue as after I sent that email I signed another document with basically the same contents as the last one.

    Are we able to share screens so I can show you what I mean?

    H
    Harmonious_yogi0D4CAuthor
    Participant
    September 17, 2018

    I cleared all cache as well several time which had no affect.  As I say it only happens very rarely but when it does the team have to print out and muck around with the process.

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