Stuck at "Preparing Document"

[Harmonious_yogi0D4C]

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?

[Meenakshi Negi]

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

[Harmonious_yogi0D4C]

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?

[Harmonious_yogi0D4C]

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.

[Meenakshi Negi · Accepted solution]

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

[C4T.]

Hi,

Could you share with us what was the root cause of this issue?

We are experiencing the same, but Adobe support does not provide any useful solution. They only told us to try another web browser (which we did, and it makes absolutely no difference)...

It happens for us when we have to "print, sign and upload". The signer that is supposed to sign after the one who uploaded a document gets stuck. We tried various web browsers, and there is no difference.

Thank you.

[GlenfCad]

Hello there,

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

Thanks