eSignature Not Working? 5 Troubleshooting Tricks to Try

February 17, 2025 6 minutes read

eSignatures are incredibly convenient, but things don’t always go smoothly. From document errors to browser hiccups, common issues can cause delays and frustration. But don’t worry! We’re here to help. In this guide, we’ll explore some of the most frequent eSignature problems and provide you with the troubleshooting tricks you need to get back on track.

Digital Signature vs. Electronic Signature: What’s the Difference?

Before we dive into troubleshooting, let’s clear up one important distinction: the difference between electronic signatures and digital signatures. While the terms are often used interchangeably, they aren’t quite the same.

Think of an electronic signature like a digital photograph of your handwritten signature. It’s an image that’s placed on a document to signify your agreement. This could be a scanned copy of your signature, a signature drawn using a stylus on a touchscreen, or even a typed name. It’s essentially the electronic equivalent of signing a paper document.

Digital signatures, on the other hand, are far more sophisticated. They use encryption technology to create a unique digital “fingerprint” that’s embedded within the document itself. This fingerprint is linked to a digital certificate, which verifies your identity and ensures the document hasn’t been tampered with after signing. Think of it like a virtual wax seal that guarantees authenticity and integrity.

In simpler terms:

  • Electronic signature: Like a photo of your signature.
  • Digital signature: Like a secure, tamper-proof seal.

While both types of signatures are legally valid in many cases, digital signatures offer a higher level of security and are often preferred for sensitive documents like contracts, legal agreements, and financial transactions. They provide greater assurance against fraud and ensure the integrity of the signed document.

1. eSignature Disappears When Saving

Ever experienced that sinking feeling when you open a signed document, only to find your eSignature has vanished? It can be incredibly frustrating, especially when you know you signed it correctly. This often happens because of compatibility issues between different PDF viewers.

You see, while Adobe Acrobat Reader is the most popular PDF software (and the preferred software of most courts), there are many other programs out there. Foxit Reader, Apple Preview, and even web browsers have their own ways of displaying PDFs. And sometimes, these programs don’t “speak the same language” when it comes to eSignatures.

Here’s the problem: If you sign a document using Adobe Acrobat and then open it in a different viewer (like Apple Preview), your eSignature might not show up. This is because Adobe uses a specific technology for digital signatures that other programs might not fully support.

The solution? Consistency is key! If you use Adobe Reader to sign a document, stick with Adobe Reader to view it. The good news is that Adobe Reader is available for free on both Windows and Mac computers, so everyone can access it.

Here’s a quick tip: If you ever encounter a missing eSignature, try opening the document in Adobe Reader to confirm its status. If you don’t see the signature in Adobe Reader, the court most likely will not see it either!

2. Multiple eSignatures on Certified PDF Not Saving

Dealing with a certified PDF that requires multiple signatures can be tricky. You want to ensure each signature is captured and saved correctly while maintaining the document’s certified status. Here’s a step-by-step guide to make the process smooth and secure:

Start with Certification

  • Add the first signature field: Begin by placing the first signature field where required in your document.
  • Certify the document: Right-click on the signature field and select “Certify with visible signature.” This will open the “Certify Document” dialog box.
  • Configure permitted actions: In the dialog box, choose “Form fill-in and digital signatures” under “Permitted Actions after Certifying.” This crucial step allows others to add their signatures while preventing any unauthorized modifications to the document.

Gather Signatures

  • Send to signatories: Once certified, you can send the document to all required signatories.
  • Sequential signing: Each person can add their signature in turn. The document can be sent from one person to the next, or you can use an eSignature platform that manages the workflow automatically.

Maintain Security

  • Tamper-proof: The beauty of this method is that any attempt to alter the document’s content (other than adding signatures) will invalidate all the signatures. This provides a strong layer of security and trust, especially when dealing with sensitive agreements.

3. DocuSign eSignature Doesn’t Work

You’ve received a DocuSign contract, but for some reason, you can’t seem to eSign it? Don’t worry, you’re not alone! This is a common issue, and it’s often easily resolved.

Before you panic, try this simple fix:

Clear your browser’s cache and cookies: This might sound technical, but it’s a quick and easy step that often does the trick. Your browser stores temporary files (cache) and website data (cookies) that can sometimes interfere with DocuSign’s functionality. Clearing them out can refresh the connection and resolve the issue.

DocuSign provides detailed instructions for clearing cache and cookies across various browsers and devices. You can find them here.

Why this works:

  • Removes outdated information: Clearing the cache and cookies ensures your browser is using the latest version of the DocuSign platform.
  • Resolves conflicts: It can eliminate any conflicts between stored data and the DocuSign website.
  • Refreshes the connection: It’s like restarting your browser, giving it a clean slate to interact with DocuSign.

If clearing cache and cookies doesn’t work:

  • Check your internet connection: Make sure you have a stable internet connection.
  • Try a different browser: See if the issue persists in another browser (e.g., Chrome, Firefox, Safari).
  • Contact DocuSign support: If you’re still stuck, DocuSign’s support team can provide further assistance.

4. DocuSign Document Doesn’t Upload

Hitting a snag with DocuSign’s “Document Upload Error” message? Here’s a breakdown of common causes and how to fix them:

Macros in your document: DocuSign doesn’t support documents containing macros (small programs embedded in files). These can pose security risks and interfere with the signing process. If your document has macros (often found in Microsoft Word files), save it as a PDF before uploading to DocuSign. This removes the macros while preserving the document’s content and formatting.

Password protection: Password-protected documents can’t be processed by DocuSign. Open your document and remove any password protection in the security settings. Remember to save the changes before uploading to DocuSign.

File corruption: A corrupted file is essentially a damaged file that can’t be opened or processed correctly. Try saving your document as a new PDF file. This can sometimes resolve corruption issues. If possible, get a fresh, unedited copy of the document from its original source.

5. eSignature Needed Urgently But Signer Doesn’t Have a Computer

As long as your signer has their smartphone handy, they can easily sign the agreement even while on vacation.

Most major eSignature platforms, including Adobe Sign and DocuSign, offer mobile apps for both iOS and Android devices. These apps allow signers to review and add their signatures directly from their phones, no computer needed.

Here’s what you can do:

  1. Guide your signer: Let them know they can sign using their smartphone.
  2. Direct them to the app: Share links to the appropriate Adobe Sign or DocuSign app for their device.
  3. Offer assistance: If needed, walk them through the signing process over the phone.

Conclusion

While eSignature glitches can be frustrating, remember that most problems are easily solved with a little troubleshooting know-how. Whether it’s ensuring software compatibility, correctly certifying documents, or simply clearing your browser cache, solutions are readily available.

As eSignatures become increasingly vital in the legal field, mastering these troubleshooting techniques will empower you to navigate challenges with ease and maintain a smooth and efficient workflow. So, embrace the power of eSignatures, and don’t let minor hiccups slow you down!