Description:
When trying to create a one-off task, the user is never taken to the Docusign screen and the task wont create.
Steps to resolve:
The user may see an "invalid recipient email" error or ‘There was a problem creating your eSign package’ error. Follow the below steps to correct.
LOS:
- Ensure the user has a borrower email in the LOS. An email is required for the envelope to be created in Docusign, and the email is what ultimately gives the borrower access to sign.
- If there is an Email entered: Remove the borrower email from the LOS. Then manually type the email back into the LOS (do not copy and paste), and save. Then refresh the web page, and send the one off doc again. The email may have had a hidden character or space.
Other Troubleshooting:
- Open the pdf in a pdf viewer on the computer (ie. Adobe), then ‘Save As’ a new document. This should ensure that all encryption and/or special data fields get removed from the pdf. Then use that newly saved pdf to create the one off doc.