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Issues Uploading Documents: Mutual Errors, Causes, and Solutions

Overview

This commodity will help you diagnose and resolve mutual bug when uploading PDFs or other document types via the DocuSign web application. For a shorter, quick-troubleshooting article, read: Uploading Documents Quick Troubleshooting.

The bug and solutions presented here are meant to aid troubleshoot issues when uploading documents using the DocuSignweb application merely. If you are having issues with document upload via API, see the resource available at the DocuSign Developer Eye.

Before standing, ensure the file yous are uploading is supported by DocuSign: encounter Supported File Formats.

Table of Contents

• Issue 1: Document upload error or an error occurred
  • Cause A: The document is corrupted
  • Solution A
  • Cause B: The document contains macros
  • Solution B
  • Crusade C: Document is password-protected or secured
  • Solution C
• Issue 2: Timeout during upload or an error regarding file size
  • Cause
  • Solution
• Issue three: Cleaved thumbnails, pages won't render, "page cannot be displayed"
  • Cause A: Document dimensions are too large
  • Solution A
  • Cause B: Layered images and/or annotations
  • Solution B
• Consequence 4: PDF form field information is missing
  • Cause
  • Solution
• Event 5: PDF form fields load vertically (a.k.a. announced rotated 180°)
  • Cause
  • Solution
• Resources

Issue i: Certificate upload fault or an error occurred

You meet an mistake message pop-upwardly that says, "Mistake uploading [filename]. An Error Occurred."

Cause A: The document is corrupted

Your file may exist corrupted, which means there are metadata problems in the file that occurred during original document generation, scanning, or some other conversion procedure, has produced an invalid PDF (i.east., ane that doesn't adjust to PDF structure standards).

Solution A

To solve this issue:

1. Save as a new PDF: Programs such every bit Adobe Reader®, Adobe Acrobat® and Foxit Reader® have a born ability to correct any PDF construction/metadata issues. Opening your PDF and saving it as a new file volition remedy this.

2. Print the certificate to a new PDF: This option is supported past owners of Adobe Acrobat Professional® (paid) or Foxit Reader (complimentary). You can practise this by opening the file in either program, going to File > Impress, and selecting Adobe PDF or Foxit PDF as the printer. Choose the option 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 volition exist flattened. Detailed instructions can be found here.

3. Use PDF optimization: This is a tool included with Adobe Acrobat Professional (version viii and up) that will re-sample and compress the document, resulting in a reduced file size. If yous do not have this tool, then you will need to re-browse the document using the tips to a higher place or utilize a complimentary online optimizer---though we do not recommend uploading confidential documents to such free services

4. Employ the DocuSign Print Driverto upload the certificate: The Print Driver is a useful tool provided past DocuSign that often remedies this problem as well every bit many other file abuse issues. This tool allows you to ship the document to a DocuSign envelope directly from your PDF or give-and-take processor software.

Cause 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.g., .xlsm, .docm, .pptm) and macro-enabled documents may upload successfully, DocuSign does not technically support documents with macros. Y'all can check to see if your document contains macros by opening the document in its respective plan going to View > Macros.

Solution B

To solve this issue:

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

2. Save the file as a PDF before uploading: This is achieved using the File >Salvage As function in Word and Excel.

Crusade C: Document is countersign-protected or secured

There are ii passwords that affect a PDF and both are optional: a PDF document may have 1, both, or neither. Unfortunately, a diverseness of adjectives be to describe these passwords; there is no consistency in usage. These are:

• The access (i.e., read, document open, or user) password, necessary in guild to be able to decrypt and open the document
• The possessor (i.e., edit or permissions) password, needed in order to modify permissions, or to create, update or delete the access password (permissions include the ability to print the certificate or make changes to it)

DocuSign does non support access-password-protected documents. If you try to upload such a document, you should run into a specific fault stating "this file is password protected."

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

Annotation: You may only see general error bulletin (pictured previously).

Note: DocuSign does support PDF that contain possessor passwords and custom permissions settings.

Solution C

The post-obit steps describe a third-party product, and may non lucifer your personal experience. If these steps practice not work, consult the assist documentation for your preferred PDF editor plan for farther help:

1. Remove the admission password protection: Open the certificate in the programme that created it. Nether its respective security options, remove the access password. For case, in Adobe Acrobat, go to File > Properties > Security (or blazon Ctrl - D).
   

2. Past clicking Change Settings, you lot tin 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 information technology to this dialog to make changes.)
   

Result two: Timeout during upload or an mistake regarding file size

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

Cause: Document file size is too big

The file size limit for a unmarried certificate uploaded to DocuSign's web app is 25 megabytes (MB) (25,000 kilobytes [KB]). However, you may come across timeout problems with documents as small as 5 MB (5,000 KB), depending on your Internet connectedness. You can bank check the file size of your document by locating information technology on your computer, right-clicking and selecting Properties. Best practice is to keep the file size below five MB (5,000 KB).

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

Solution

To solve this issue:

• Adjust your scanner settings: Make sure you are not scanning in full colour or photo quality.Grayscale is normally adequate merely Black & White is even amend. If you must utilize color, adjust the resolution down to 100 to 200 dpi (sometimes called ppi). Nigh scanners even have a have a preset setting called Certificate Quality that volition set these options for you.

• If that did not work, attempt solutions from Event 1.

Issue 3: Cleaved thumbnails, pages won't render, "page cannot exist displayed"

Your document uploads successfully, merely the page thumbnails show cleaved icons and in the tagging window or during signing, the pages do not render or you lot see a red box with the error "This folio cannot be displayed, delight articulate your cache and try a refresh."

Cause A: Document dimensions are likewise large

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

You tin diagnose this trouble past opening up the document in the program that created it and looking at its properties. Wait for the dimensions. Are they outside of standard certificate page sizes?

Another way to bank check is adjusting the zoom/view so y'all can see 1 page every bit a whole, then looking at the zoom percentage value needed to become yous there. If the percent reads less than 75% (commonly somewhere between 30% and 50%) then information technology ways the document far too large.

Solution A

To solve this event:

• Update the software/drivers for your scanner and rescan the document: Updates tin can exist plant in the support section of the manufacturer's website. Brand sure you have the latest software and drivers available.

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

• If neither of those options worked, endeavour Solution A from Issue i.

Crusade B: Layered images and/or annotations

PDFs comprise layers. Sometimes this poses a problem in the rasterizing of the folio epitome. Not-PDF documents with images tin can also cause this issue.

Solution B

To solve this effect, print the certificate to a new PDF. This choice is supported past owners of Adobe Acrobat Professional person (paid) or Foxit Reader (gratuitous).

Do this past opening the file in either program:

1. Go to File > Print
2. Select Adobe PDF or Foxit PDF as the printer
3. Choose the option to Shrink to Printable Area
4. Click OK

Thiswill print the document to a new PDF and reduce the file size. Remember that if you accept agile form fields in your certificate, they volition be flattened. Detailed instructions tin be found here.

Upshot iv: PDF form field data is missing

When uploading a PDF with grade fields and choosing Apply/Assign, some form information 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 encounter the post-obit fault:

Cause: PDF is an Agile XFA Form

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 as Static. DocuSign will brandish a alert upon uploading such a document and you may lose some form field recognition and/or field values birthday.

Solution

To solve this upshot:

1. Flatten the PDF: If you practice not intend to convert the PDF fields to DocuSign fields, try Solution B from Consequence one to flatten the file and information first.

2. Convert to Static XFA: Apply the application that created the PDF and save it as a Static XFA instead of Active.

Outcome 5: PDF course fields load vertically (appear rotated 180°)

When uploading a grade field PDF and choosing Utilize/Assign, all fields converted to DocuSign fields appear vertical equally if they have all been rotated past the arrangement.

Cause: PDF is in mural mode or appears to be in portrait way but its pages really have rotation properties

Some PDFs — near often those in mural style — have rotation properties in the pages and/or fields themselves. This is washed to make the PDF more easily viewed and filled out within a given reader plan. DocuSign does support landscape documents. To remain consistent beyond the many dissimilar PDF types a given client may upload, DocuSign does not change the orientation of fields/pages when converting based on the file'southward underlying orientation properties.

Solution

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

To solve this issue:

• Correct the orientation earlier uploading using a PDF editor or the tool that created it. Rotating the pages, irresolute orientation properties of the fields, and re-saving the file in portrait mode is your best bet.
• Manually re-size and reposition the fields within the tagger.

Resources

Supported File Formats - New DocuSign Experience
DocuSign REST 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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