Request e-signatures from e-sign template not working

[Luke33608982j32r]

Hello,

The request e-signatures from e-sign templates function is not working for me.

After stating 'Your files are being processed' for about a minute, the error 'Unable to process files - There was an error processing your files. Please try again.' appears.

I have tried this on both Edge and Firefox, and have tried multiple saved e-templates to try isolating the issue but it still persists.

Can you please suggest how this can be fixed?

[Meenakshi Negi]

Hi Luke33608982j32r,

Thank you for reaching out.

Please let us know if you are using a single or multiple templates to send for signature. The error message shows that you are combining files to send for signature. It would be helpful if you could share the screen recording of the complete workflow. 

Are you using the desktop application or the web application? 

Thanks,

Meenakshi

[Luke33608982j32r]

Hi Meenakshi,

Thanks for your prompt response.

I'm using a single template on the web application. Please see attached the screen recording for you to review.

Kind regards,
Luke

Luke

[Charles25288441bcpk]

We are having the same problem. Trying to send a single template but it keeps asking us to combine the files. We are using the desktop app

[Meenakshi Negi]

Hi Charles25288441bcpk,

Sorry about the delay in getting back to you.

Assuming the issue has been resolved now. There was some outage that was causing this behavior.

Feel free to let us know if you need any help.

Thanks,

Meenakshi

[MercureSydP&C]

Hello there,

Still going on for me.

An chance you can set a troubleshoooting for it?

Thanks

[Meenakshi Negi]

Hi Luigi-87,

Thank you for reaching out, and sorry about the trouble caused.

As the issue occurs, please confirm if this happens with all the templates. It would be helpful if you could share the screen recording of the steps you use and what happens. We will get it checked. 

Thanks,

Meenakshi