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Issues Uploading Documents: Common Errors, Causes, and Solutions

Overview

This article will assistance you diagnose and resolve common issues when uploading PDFs or other document types via the DocuSign web awarding. For a shorter, quick-troubleshooting article, read: Uploading Documents Quick Troubleshooting.

The issues and solutions presented here are meant to help troubleshoot issues when uploading documents using the DocuSignweb application only. If you are having issues with certificate upload via API, see the resources available at the DocuSign Developer Heart.

Before continuing, ensure the file you lot are uploading is supported past DocuSign: see Supported File Formats.

Table of Contents

• Issue 1: Document upload error or an error occurred
  • Cause A: The document is corrupted
  • Solution A
  • Crusade B: The certificate contains macros
  • Solution B
  • Cause C: Document is password-protected or secured
  • Solution C
• Issue two: Timeout during upload or an fault regarding file size
  • Cause
  • Solution
• Issue 3: Broken thumbnails, pages won't render, "page cannot be displayed"
  • Cause A: Document dimensions are too big
  • Solution A
  • Cause B: Layered images and/or annotations
  • Solution B
• Effect 4: PDF form field information is missing
  • Cause
  • Solution
• Issue five: PDF course fields load vertically (a.k.a. appear rotated 180°)
  • Crusade
  • Solution
• Resource

Result 1: Document upload error or an mistake occurred

You see an mistake message popular-up that says, "Fault uploading [filename]. An Fault Occurred."

Crusade A: The certificate is corrupted

Your file may be corrupted, which ways at that place are metadata issues in the file that occurred during original document generation, scanning, or some other conversion process, has produced an invalid PDF (i.e., ane that doesn't accommodate to PDF structure standards).

Solution A

To solve this result:

1. Salvage as a new PDF: Programs such every bit Adobe Reader®, Adobe Acrobat® and Foxit Reader® take a built-in ability to right whatever PDF structure/metadata issues. Opening your PDF and saving it as a new file volition remedy this.

2. Impress the document to a new PDF: This option is supported by owners of Adobe Acrobat Professional® (paid) or Foxit Reader (free). You can practice this by opening the file in either plan, going to File > Print, and selecting Adobe PDF or Foxit PDF every bit the printer. Cull the pick to Shrink to Printable Area and click Ok. This will print the document to a new PDF and reduce the file size. Remember that if you have active form fields in your document, they will be flattened. Detailed instructions can be found here.

3. Utilize PDF optimization: This is a tool included with Adobe Acrobat Professional (version 8 and up) that volition re-sample and compress the document, resulting in a reduced file size. If yous practise not have this tool, so you will need to re-scan the document using the tips to a higher place or apply a free online optimizer---though we do non recommend uploading confidential documents to such gratuitous services

4. Use the DocuSign Impress Driverto upload the certificate: The Print Driver is a useful tool provided by DocuSign that often remedies this problem as well as many other file abuse problems. This tool allows you to send the document to a DocuSign envelope directly from your PDF or word processor software.

Crusade B: The document contains macros

Macros are commonly used in Microsoft Word® and Excel® documents. While documents with macro-intended file extensions are supported (e.k., .xlsm, .docm, .pptm) and macro-enabled documents may upload successfully, DocuSign does non technically support documents with macros. Y'all can bank check to come across if your document contains macros by opening the document in its corresponding program going to View > Macros.

Solution B

To solve this event:

1. Remove the macros: Open the document in its respective programme, go to View > Macros and delete them.

2. Salvage the file equally a PDF before uploading: This is accomplished using the File >Salvage Equally function in Word and Excel.

Cause C: Document is password-protected or secured

There are two passwords that touch on a PDF and both are optional: a PDF certificate may have one, both, or neither. Unfortunately, a diversity of adjectives exist to draw these passwords; there is no consistency in usage. These are:

• The admission (i.e., read, document open, or user) password, necessary in gild to exist able to decrypt and open up the document
• The owner (i.e., edit or permissions) password, needed in order to change permissions, or to create, update or delete the access password (permissions include the ability to print the document or make changes to it)

DocuSign does not support admission-password-protected documents. If you effort to upload such a document, y'all should see a specific error stating "this file is password protected."

"Error uploading [filename]: Unable to load the certificate ([DocumentId]: Password Protected [filename]). Certificate is countersign protected, please remove password protection before using the document."

Annotation: You may merely come across full general error message (pictured previously).

Notation: DocuSign does back up PDF that contain possessor passwords and custom permissions settings.

Solution C

The following steps depict a third-party product, and may not match your personal experience. If these steps do non work, consult the help documentation for your preferred PDF editor program for further assist:

1. Remove the admission password protection: Open the document in the program that created it. Under its respective security options, remove the access password. For example, in Adobe Acrobat, go to File > Properties > Security (or type Ctrl - D).
   

2. By clicking Alter Settings, you can remove the admission password past unchecking the box labeled Require a password to open the document. (If the document has an owner password, you must supply it to this dialog to make changes.)
   

Issue 2: Timeout during upload or an error regarding file size

"Error uploading [filename]: File exceeds size limit of 25MB."

Cause: Document file size is too large

The file size limit for a single document uploaded to DocuSign's web app is 25 megabytes (MB) (25,000 kilobytes [KB]). However, you may encounter timeout problems with documents as pocket-sized as 5 MB (five,000 KB), depending on your Net connexion. You tin check the file size of your certificate by locating it on your computer, correct-clicking and selecting Properties. Best practise is to keep the file size beneath 5 MB (5,000 KB).

Note: This limit is enforced in all web upload features. Yous may come across similar errors when uploading a Signer Attachment during signing or from an external source (e.g., Box, DropBox, Google Drive, OneDrive).

Solution

To solve this issue:

• Suit your scanner settings: Make sure you are not scanning in total colour or photograph quality.Grayscale is normally acceptable merely Black & White is fifty-fifty better. If you must utilise color, adjust the resolution down to 100 to 200 dpi (sometimes called ppi). About scanners even take a have a preset setting chosen Certificate Quality that will set up these options for you lot.

• If that did not work, try solutions from Issue one.

Outcome 3: Broken thumbnails, pages won't render, "page cannot be displayed"

Your certificate uploads successfully, just the page thumbnails show broken icons and in the tagging window or during signing, the pages do not render or you come across a red box with the fault "This page cannot be displayed, delight clear your cache and try a refresh."

Cause A: Document dimensions are likewise large

Some scanners take a tendency to increase the dimensions of a printed document, which can cause rendering issues in signing and sending.

You can diagnose this problem past opening up the document in the program that created information technology and looking at its properties. Look for the dimensions. Are they outside of standard certificate folio sizes?

Another way to bank check is adjusting the zoom/view and so you can run into 1 page as a whole, and so looking at the zoom percentage value needed to get you there. If the percent reads less than 75% (usually somewhere between 30% and 50%) so information technology means the document far too large.

Solution A

To solve this event:

• Update the software/drivers for your scanner and rescan the certificate: Updates can be constitute in the support section of the manufacturer's website. Make certain you have the latest software and drivers bachelor.

• Adapt your scanner settings: Set the default page layout properties to ensure your scanner is saving the file in a standard certificate size.

• If neither of those options worked, endeavor Solution A from Upshot 1.

Cause B: Layered images and/or annotations

PDFs contain layers. Sometimes this poses a problem in the rasterizing of the page paradigm. Not-PDF documents with images can also cause this issue.

Solution B

To solve this issue, impress the document to a new PDF. This pick is supported by owners of Adobe Acrobat Professional (paid) or Foxit Reader (free).

Practice this by opening the file in either program:

1. Become to File > Print
2. Select Adobe PDF or Foxit PDF as the printer
3. Cull the option to Compress to Printable Area
4. Click OK

Thisvolition print the certificate to a new PDF and reduce the file size. Remember that if you have active grade fields in your document, they volition be flattened. Detailed instructions can be found hither.

Upshot 4: PDF form field data is missing

When uploading a PDF with form fields and choosing Utilize/Assign, some form data is missing in the resulting DocuSign fields; or when choosing Abolish/Flatten, the field's value is lost.

Dynamic XFA PDFs will be rejected automatically. You'll see the following error:

Cause: PDF is an Active XFA Class

XFA PDFs are form-fillable PDFs produced past popular applications like Adobe LiveCycle® and Thunderhead®. While either Static or Active XFA PDFs will upload successfully, DocuSign supports only XFA PDFs that are rendered every bit Static. DocuSign will display a alert upon uploading such a document and you may lose some class field recognition and/or field values altogether.

Solution

To solve this outcome:

1. Flatten the PDF: If you do not intend to catechumen the PDF fields to DocuSign fields, try Solution B from Issue ane to flatten the file and data kickoff.

2. Convert to Static XFA: Use the application that created the PDF and save information technology equally a Static XFA instead of Active.

Issue five: PDF form fields load vertically (announced rotated 180°)

When uploading a class field PDF and choosing Utilize/Assign, all fields converted to DocuSign fields appear vertical as if they take all been rotated by the system.

Cause: PDF is in landscape mode or appears to be in portrait fashion but its pages actually take rotation properties

Some PDFs — almost often those in landscape manner — take rotation properties in the pages and/or fields themselves. This is washed to make the PDF more hands viewed and filled out within a given reader program. DocuSign does support mural documents. To remain consistent across the many different PDF types a given client may upload, DocuSign does not change the orientation of fields/pages when converting based on the file's underlying orientation properties.

Solution

While the DocuSign tagger allows rotation of document pages once uploaded, DocuSign does not rotate the fields, nor adjust the text rotation within them — text field values are always entered left to right, correct side up.

To solve this outcome:

• Correct the orientation before uploading using a PDF editor or the tool that created it. Rotating the pages, changing orientation backdrop of the fields, and re-saving the file in portrait mode is your all-time bet.
• Manually re-size and reposition the fields inside the tagger.

Resource

Supported File Formats - New DocuSign Experience
DocuSign Residue API Documentation - Resource Limits
SOAP API Guide - File Limitations
Uploading Documents Quick Troubleshooting Guide

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Source: https://support.docusign.com/en/articles/Issues-Uploading-Documents-Common-Errors-Causes-and-Solutions

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