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Issues Uploading Documents: Common Errors, Causes, and Solutions

Overview

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

The bug and solutions presented hither are meant to help troubleshoot issues when uploading documents using the DocuSignweb awarding only. If yous are having bug with document upload via API, see the resources available at the DocuSign Developer Center.

Earlier continuing, ensure the file you are uploading is supported by DocuSign: meet Supported File Formats.

Tabular array of Contents

• Issue ane: Certificate upload fault or an mistake occurred
  • Cause A: The document is corrupted
  • Solution A
  • Crusade B: The document contains macros
  • Solution B
  • Cause C: Document is password-protected or secured
  • Solution C
• Result 2: Timeout during upload or an error regarding file size
  • Cause
  • Solution
• Issue 3: Cleaved thumbnails, pages won't render, "page cannot be displayed"
  • Cause A: Document dimensions are too large
  • Solution A
  • Crusade B: Layered images and/or annotations
  • Solution B
• Issue iv: PDF form field data is missing
  • Cause
  • Solution
• Effect five: PDF form fields load vertically (a.k.a. announced rotated 180°)
  • Cause
  • Solution
• Resource

Issue 1: Document upload fault or an fault occurred

Yous see an error message pop-up that says, "Error uploading [filename]. An Error Occurred."

Cause A: The document is corrupted

Your file may exist corrupted, which ways there are metadata problems in the file that occurred during original document generation, scanning, or another conversion process, has produced an invalid PDF (i.east., 1 that doesn't adjust to PDF structure standards).

Solution A

To solve this issue:

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

2. Print the certificate to a new PDF: This choice is supported by owners of Adobe Acrobat Professional person® (paid) or Foxit Reader (free). You can do 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 option to Compress to Printable Area and click Ok. This will print the document to a new PDF and reduce the file size. Recollect that if you have agile class fields in your document, they volition be flattened. Detailed instructions can be found here.

3. Use PDF optimization: This is a tool included with Adobe Acrobat Professional (version 8 and upwardly) that will re-sample and compress the certificate, resulting in a reduced file size. If y'all do not have this tool, then yous volition demand to re-browse the document using the tips above or use a free online optimizer---though we do not recommend uploading confidential documents to such costless services

4. Employ the DocuSign Impress Driverto upload the document: The Print Driver is a useful tool provided by DocuSign that often remedies this problem every bit well as many other file abuse problems. This tool allows you lot to send the certificate to a DocuSign envelope directly from your PDF or discussion 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 (eastward.k., .xlsm, .docm, .pptm) and macro-enabled documents may upload successfully, DocuSign does not technically support documents with macros. You tin check to see if your certificate contains macros by opening the certificate in its corresponding program going to View > Macros.

Solution B

To solve this event:

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

2. Save the file as a PDF before uploading: This is achieved using the File >Salvage As role in Give-and-take and Excel.

Cause C: Document is password-protected or secured

In that location are two passwords that affect a PDF and both are optional: a PDF document may take 1, both, or neither. Unfortunately, a variety of adjectives exist to describe these passwords; there is no consistency in usage. These are:

• The access (i.e., read, document open up, or user) password, necessary in society to be able to decrypt and open up the document
• The owner (i.e., edit or permissions) password, needed in society 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 attempt to upload such a document, you should meet a specific mistake stating "this file is password protected."

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

Annotation: You lot may merely see full general mistake message (pictured previously).

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

Solution C

The post-obit steps depict a third-party product, and may not match your personal experience. If these steps practise not work, consult the help documentation for your preferred PDF editor program for further assistance:

1. Remove the access password protection: Open the document in the program that created it. Under 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, yous can remove the access countersign by unchecking the box labeled Require a password to open up the certificate. (If the certificate has an possessor password, you must supply it to this dialog to make changes.)
   

Consequence 2: Timeout during upload or an mistake 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 unmarried document uploaded to DocuSign's web app is 25 megabytes (MB) (25,000 kilobytes [KB]). Nonetheless, you may encounter timeout issues with documents as small as 5 MB (five,000 KB), depending on your Internet connectedness. Y'all can check the file size of your document by locating information technology on your computer, right-clicking and selecting Properties. Best do is to keep the file size below 5 MB (v,000 KB).

Note: This limit is enforced in all web upload features. You may see like 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:

• Adapt your scanner settings: Brand sure yous are not scanning in full color or photo quality.Grayscale is normally acceptable but Black & White is even meliorate. If yous must utilise color, adjust the resolution down to 100 to 200 dpi (sometimes called ppi). Most scanners fifty-fifty have a have a preset setting called Document Quality that will set these options for you.

• If that did not work, try solutions from Issue 1.

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

Your document uploads successfully, but the page thumbnails evidence cleaved icons and in the tagging window or during signing, the pages exercise non render or you see a red box with the error "This page cannot be displayed, please clear your cache and try a refresh."

Cause A: Certificate dimensions are too big

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

Yous can diagnose this trouble past opening upwards the certificate in the program that created it and looking at its properties. Expect for the dimensions. Are they exterior of standard certificate folio sizes?

Some other manner to check is adjusting the zoom/view so y'all can meet 1 page as a whole, then looking at the zoom percentage value needed to go yous there. If the percentage reads less than 75% (normally somewhere betwixt 30% and 50%) then it ways the document far as well large.

Solution A

To solve this issue:

• Update the software/drivers for your scanner and rescan the document: Updates can be found in the support department of the manufacturer's website. Make sure y'all accept the latest software and drivers available.

• Conform 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, try Solution A from Issue i.

Cause B: Layered images and/or annotations

PDFs incorporate layers. Sometimes this poses a problem in the rasterizing of the page image. Non-PDF documents with images can also cause this effect.

Solution B

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

Exercise this past opening the file in either program:

1. Get to File > Print
2. Select Adobe PDF or Foxit PDF as the printer
3. Cull the pick 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 have agile course fields in your document, they will be flattened. Detailed instructions can be found hither.

Issue iv: PDF class field data is missing

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

Dynamic XFA PDFs volition be rejected automatically. You'll see the following fault:

Cause: PDF is an Active XFA Form

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

Solution

To solve this issue:

1. Flatten the PDF: If you do non intend to convert the PDF fields to DocuSign fields, try Solution B from Issue 1 to flatten the file and data first.

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

Consequence 5: PDF class fields load vertically (appear rotated 180°)

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

Cause: PDF is in mural manner or appears to exist in portrait mode but its pages actually have rotation properties

Some PDFs — most oftentimes those in landscape fashion — have rotation backdrop in the pages and/or fields themselves. This is done to brand the PDF more hands viewed and filled out within a given reader programme. DocuSign does back up landscape documents. To remain consistent across the many dissimilar PDF types a given customer may upload, DocuSign does non change the orientation of fields/pages when converting based on the file's underlying orientation properties.

Solution

While the DocuSign tagger allows rotation of certificate pages once uploaded, DocuSign does non rotate the fields, nor arrange the text rotation within them — text field values are always entered left to right, correct side up.

To solve this issue:

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

Resources

Supported File Formats - New DocuSign Experience
DocuSign Residual 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