Fixing the Issue: Why is DocuSign Not Working and How to Resolve It?

It is another busy day at the office, and you wouldn’t want your signature platform to be a bottleneck. Many users, however, experience issues with DocuSign not working, from problems logging into their accounts to errors preventing document uploading.

Reliability is non-negotiable whether you’re signing a critical contract or integrating a DocuSign account into your workflows. This blog dives deep into the common issues with DocuSign and provides actionable troubleshooting tips.

By the end of this blog, you’ll know how to fix DocuSign login issues, resolve common errors and discover ways to eliminate disruptions and boost efficiency with an alternative to DocuSign.

5 Common Issues with DocuSign and How to Fix Them

When DocuSign is not working, it can disrupt business workflows and delay critical processes. Below are some of the most common issues users face with DocuSign, along with actionable steps to resolve them.

1. Issues Uploading Documents: Causes and Solutions

One of the most reported problems is difficulty uploading documents to DocuSign. Common causes and fixes include:

• Unsupported File Formats: DocuSign supports PDF, DOCX, and PNG formats. If your file isn’t uploading, convert it to a supported format using tools like Adobe Acrobat or Word.
• File Size Limitations: Files larger than 25 MB fail to upload on DocuSign. Compress images or split documents into smaller parts to stay within the size limit.
• Corrupted Files: Corrupted files can block uploads. Re-export the file or recreate it to resolve the issue.

• Action:
  1. Verify your file format and size is below 25 MB before uploading.
  2. Update your browser or the DocuSign app to the latest version.
  3. Test uploading the file through a different device or browser.

2. Signing Issues: Common Problems and Fixes

Signing issues can lead to delays in document completion. Here are some frequent problems and how to resolve them:

• Unable to Access or Open Documents:

• 1. Verify the recipient’s email address and check spam/junk folders for missing emails.
  2. Request the sender to resend the document link if necessary.

• Error Messages When Signing:

• 1. Enable cookies and pop-ups in your browser.
  2. Clear browser cache or switch to a supported browser like Chrome or Edge.

• Session Timeout Errors:

• 1. Save progress frequently during the signing.
  2. Request an extension from the sender if the session expires.

• Action:

• 1. Regularly update your browser or app to ensure compatibility.
  2. Clear cookies and cache to avoid common signing errors.

3. Slow Uploads or Freezing Issues

Slow uploads or freezing can cause major delays, especially for time-sensitive documents. Common reasons include poor internet connectivity or system overload.

• Action:

• 1. Use a wired internet connection for better stability.
  2. Restart your device or the DocuSign app to refresh its functionality.
  3. Check DocuSign’s status page to ensure the system is operational.

4. Login and Authentication Problems 

Login issues are another common hurdle when DocuSign is not working. These may include incorrect credentials or expired authentication sessions.

• Action:

• 1. Double-check your login credentials.
  2. Reset your password if necessary.
  3. Verify that DocuSign’s servers are functional on their system status page.

5. When to Contact Support 

If none of the above actions work, you may need to contact DocuSign support for assistance. To expedite the process, always have details like error codes and the type of issue ready.

But how efficient is DocuSign’s customer support in providing you with a solution?

On platforms like G2, users have expressed their experiences and frustrations with dealing with DocuSign Customer Support. For example, one user who paid for premium support wrote on G2,

“Customer Service was very slow to respond and often found that our help tickets expired before we got any kind of response. Account manager contact was the same in response time and we even paid extra for the premier support.”.

Troubleshooting Tips for DocuSign Users

When DocuSign is not working, quick and effective troubleshooting can save time and prevent disruptions. Below is a comprehensive checklist for users to diagnose and resolve common issues.

Verify System and Network Requirements 

• Ensure you have a stable and secure internet connection, as many DocuSign issues arise from poor connectivity.

• Use a supported browser such as Chrome, Edge, or Safari, and keep it updated to the latest version.

Clear Cache and Cookies Regularly 

• Accumulated browser data can interfere with the functionality. Clear your browser’s cache and cookies periodically.

• Enable pop-ups and cookies specifically for the DocuSign website to ensure smooth operation.

Update Software and Applications 

• Outdated browsers or DocuSign applications are common culprits when DocuSign stops working.

• Always install the latest updates for the DocuSign app, browser, and operating system to maintain compatibility.

Check File and Document Details 

• Verify file format and size before uploading to avoid errors. Stick to supported formats like PDF and DOCX, and ensure files are under the 25 MB size limit.
• Please review the document for errors or missing fields before uploading it to DocuSign. This will help prevent errors during the signing process.
• For corrupted files, re-export or recreate them to ensure compatibility with DocuSign.

Check DocuSign’s Status Page 

• Before diving into troubleshooting, check DocuSign’s status page for outages or maintenance updates.

• If the system is down, contact DocuSign support for an estimated resolution time.
• If you’re not receiving an email notification for documents sent for signature, check your email spam/junk folders and confirm that notifications are enabled in your DocuSign account settings.

Collaborate with the Document Sender 

• If errors persist, contact the sender to verify permissions and document access settings or resend the signing link.

• Confirm the sender has set up the document correctly and included all necessary fields.

Leverage DocuSign Support Resources 

• Visit DocuSign’s troubleshooting guides and community forums for detailed resolutions to specific issues.

• Use DocuSign’s live chat or email support for immediate assistance with technical problems.

Understanding DocuSign API Limitations and Restrictions

While DocuSign offers extensive API functionality, it also has limitations that can hinder scalability, especially for enterprises with high transaction volumes or intricate workflows.

These restrictions often leave organizations grappling with delays and inefficiencies, which a more robust eSignature solution could avoid.

Request Limits: Bottlenecks for High-Volume Operations 

The DocuSign API enforces hourly and daily request caps, restricting the number of API calls an account can make. This can delay organizations handling large-scale operations, such as sales teams managing dozens of contracts during peak periods.

When DocuSign is not working seamlessly due to these caps, workflows can grind to a halt, impacting productivity.

Example: A global enterprise that executes hundreds of agreements daily may experience interruptions when it hits the request limit, resulting in delayed contract completions.

File Size Restrictions

DocuSign limits document uploads to a maximum file size of 25 MB. While this might suffice for simple agreements, it poses challenges for industries like legal or construction, where documents often include detailed blueprints, diagrams, or embedded images.

Impact: When DocuSign is not working for larger files, legal teams handling multi-page contracts or engineering firms uploading high-resolution designs may experience disruptions.

Polling Rate Limits: Slower Real-Time Updates 

The API restricts the frequency of polling requests to retrieve document status updates. This can slow down workflows requiring real-time tracking, such as monitoring whether a critical contract has been signed.

Example: A procurement team tracking vendor agreement signatures in real time may experience delays, which can cause inefficiencies in approval cycles.

Envelope and Template Caps 

DocuSign limits the number of envelopes (completed documents) and templates that can be used. This restricts organizations from efficiently scaling repetitive workflows, such as employee onboarding or customer agreement processing.

Impact: When DocuSign’s envelope or template limits are reached, enterprises with large onboarding drives or customer agreements may struggle with workflow scalability.

HTTP and Anchor Tab Limits 

Additional constraints include:

• HTTP Request Caps: Restricting the number of API requests per session, creating bottlenecks in complex workflows requiring frequent updates.

• Anchor Tab Restrictions: Limiting the number of dynamic fields for signers, which can complicate workflows with multiple precise field placements.

Example: Financial institutions requiring dynamic fields for personalized agreements may find DocuSign’s anchor tab limits restrictive, leading to workflow inefficiencies.

Why These DocuSign API Limitations Pose a Major Scalability Challenge 

For enterprises relying on seamless eSignature integration to manage large-scale workflows, these limitations can result in operational delays, increased manual intervention, and reduced productivity.

If DocuSign is not working effectively within these constraints, it may be time to explore alternatives.

The Importance of a Reliable eSignature Tool for Enterprises

Reliability is the cornerstone of any eSignature solution. When tools like DocuSign are not working as expected, it can disrupt workflows, delay critical transactions, and erode stakeholder trust. For enterprises, such interruptions can result in compliance risks, financial losses, and reputational damage.

The Cost of Downtime in eSignature Tools 

For enterprises, downtime or recurring issues with DocuSign not working can be more than an inconvenience—it can directly impact the bottom line. Delayed contracts, stalled hiring processes, or paused vendor negotiations can lead to missed opportunities.

Ensuring Compliance and Security 

Enterprises handle sensitive data such as financial contracts, legal documents, and employee records. When DocuSign does not reliably work, businesses risk non-compliance with regulations like eIDAS, GDPR, and the ESIGN Act and potential data breaches.

Key Features Enterprises Need:

• Enterprise-grade encryption to protect data.

• Regulatory compliance across global markets.

• Audit trails for full visibility into transactions.

Scalability for Large-Scale Operations 

Businesses need eSignature solutions that can grow with their operations. However, as outlined earlier, DocuSign’s API limitations, such as request caps and template restrictions, often hinder scalability.

A reliable tool must accommodate high transaction volumes without compromising performance.

The Role of Proactive Support 

When issues like login errors or document upload failures occur, enterprises need quick resolutions to avoid workflow disruptions.

Tools that offer proactive support, like 24/7 availability and real-time troubleshooting, are critical for maintaining operational continuity.

Certinal eSign: Reliable Solution Built for Enterprises

Certinal eSignature is specifically designed to address the challenges businesses face using legacy eSignature tools. Here’s how Certinal stands out:

• Enterprise-Grade Security

• 1. Certinal ensures data protection with features like multi-factor authentication, end-to-end encryption, and tamper-proof audit trails.
  2. Complies with global standards such as eIDAS, GDPR, and the ESIGN Act.

• Scalability Without Limits

• 1. It supports unlimited API requests and high-volume transactions, making it ideal for enterprises managing thousands of documents daily.
  2. There are no restrictions on envelope usage or template creation, ensuring smoother workflows for repetitive processes like onboarding or client agreements.

• Transparent and Flexible Pricing

• 1. Unlike DocuSign’s hidden renewal fees, Certinal offers transparent pricing models with predictable costs.

• User-Friendly Interface

• 1. Certinal’s intuitive design enables faster adoption, reducing the learning curve for teams.

• Proactive 24/7 Support

1. 1. Dedicated customer support ensures instant resolutions for any issues, keeping your operations running smoothly.

For enterprises looking to eliminate disruptions and scale operations effortlessly, Certinal offers a more reliable and secure alternative to DocuSign.

Learn 13 reasons why enterprises love Certinal eSign

Move Beyond the Hassle—Switch to Certinal

When your eSignature platform fails you, it’s more than just a technical hiccup—it can mean lost productivity, delayed contracts, and frustrated stakeholders. If you’ve been facing frequent issues like DocuSign not working, now is the time to consider a better alternative.

Certinal eSign is built to eliminate these frustrations with a solution tailored for enterprises. From seamless scalability and advanced security to unmatched compliance and transparent pricing, Certinal offers everything you need to streamline your document workflows and future-proof your business.

Don’t let limitations hold your organization back. Take control of your eSignature needs with Certinal.

Ready for a Reliable eSignature Solution? Try Certinal Today—Book Your Demo Now!

Frequently Asked Questions (FAQs)

1. Why is DocuSign not uploading my document?
DocuSign may not upload your document due to unsupported file formats, file size limits (25MB), or corrupted files. To resolve the issue, convert your document to a supported format, compress large files, or re-export corrupted files. If the issue persists, consider exploring alternatives like Certinal, which supports a broader range of file sizes and formats.

2. What should I do if I encounter errors while signing a document on DocuSign?
Ensure your browser supports cookies and pop-ups, clear your cache, and update to the latest version. If errors persist, platforms like Certinal eSign offer seamless signing experiences with fewer compatibility issues.

3. Why does DocuSign freeze or upload documents slowly?
Poor internet connectivity or system overload can cause slow uploads or freezing. Use a wired connection and ensure your browser or app is updated. Certinal provides optimized performance for high-volume transactions, minimizing such disruptions.

4. How can I fix DocuSign login issues?
Verify your credentials, reset your password, and check DocuSign’s status page for server issues. Certinal eSign provides a streamlined login process with robust authentication to prevent access problems.

5, What are the common scalability challenges with DocuSign?
DocuSign limits API requests, file sizes, envelopes, and templates, hindering high-volume operations. Certinal eSign overcomes these challenges with unlimited API requests, larger file support, and unrestricted template usage.

6. Why should I consider switching from DocuSign to an alternative?
Recurring issues like errors, limits on scalability, and hidden costs can disrupt workflows. Certinal, with transparent pricing and enterprise-grade features, provides a more reliable, secure, and scalable solution.

7. How does Certinal compare to DocuSign in terms of customer support?
Certinal offers 24/7 proactive customer support, ensuring immediate resolution of issues, whereas DocuSign support may require longer wait times or additional costs for premium support.