This topic will provide guidance on how to troubleshoot issues with the Sign step.
The Sign step of a workflow can involve integrations with third party providers. Therefore, at times, the information can become out of sync and errors can occur in Ironclad as you are getting ready to complete your contracting cycle. This article contains tips for how to troubleshoot these issues for quick resolution.
If your issue is not resolved by the methods below, please reach out to Ironclad Support.
Workflow Does Not Update with Latest Signature Packet
If you are at the sign step of your workflow, and the signature status for the workflow does not reflect the state of the signature request, this can look like the workflow not reflecting:
- The signer has already signed
- The signer was reassigned
- The signer has already declined
When this happens, the signature coordinator and company administrators can refresh the signature status for your signature packet. This will update the Ironclad workflow with the most up-to-date status of the signature packet.
You can “Refresh Signature Status” once per hour for a workflow.
Workflow Stuck at "Retrieving Signed Document"
On occasion, when a workflow is at the sign step, the signature packet looks like it is "stuck." This is indicated with verbiage that says says “Retrieving Signed Document” with a loading icon that does not go away when you wait or refresh your screen. This typically occurs when all signatures have been collected, but the signed document is not yet visible in the Ironclad workflow.
Now, the signature coordinator and company administrators have access to the “Refresh Signature Status” button.
You can “Refresh Signature Status” once per hour for a workflow.
Signer Cannot Find Their Signature Request Email
Resolve this issue by navigating to the workflow and selecting the “Remind signer” icon next to the signer who cannot find their signature request. This will send an email to the signer.
You can “Remind signer” once per hour for a signer.
If the signer does not receive the reminder email, first instruct them wait a few minutes. Then, ask the signer to check their spam folder in their inbox. If it is not in their Spam folder, it may be an issue where the signer’s email administrators have not whitelisted the ironcladapp.com email domain.
Duplicate Tags Appear on the Signature Packet
Learn more about how to troubleshoot this issue in White Ink in eSignature Contracts.