DocuSign/Document Generation

Yesterday morning when attempting to use DocuSign in the Document Generation, the error message occurred: We're sorry, something isn't working quite right. Please try again, if you continue to experience this issue, please contact us. I submitted a ticket, later in the afternoon it worked.

I could not generate the letters using DocuSign.

Today, the same instance has occurred, the message pops up and I sent another ticket referencing the ticket from yesterday. This is causing issues in processing our information.

Is anyone else having this issue and did you resolve it?

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Accepted answers

Genevieve P.

Hi @Charlene Stacy

This is great information to know, thank you for sharing! I'm glad that you were able to figure it out.

All comments

Genevieve P.

Hi @Charlene Stacy

The first thing I would test/try would be to try the same action again but from a different browser (see: Verify you’re using a compatible browser version and then Troubleshoot issues caused by browser extensions).

If you're able to, I would also test generating a document while connected to a different network, or ask a colleague to test from a different network to see if this is a potential cause for your issue.

If this hasn't helped, then keep working with Support to identify the cause - they will likely need to see screen capture of your current sheet & mapping configuration, along with a copy of your fillable document and the sheet URL to be able to conduct a few tests.

Cheers,

Genevieve

Charlene Stacy

I think I found the reason I was receiving the message: When I set up the templates in DocuSign, templates are set to automatically be eligible for template matching. The template remains eligible as long as it has been used within the past 40 days. After 40 days of no activity on an eligible template, the matching state switches to excluded from matching. When I reviewed the template I was attempting to use, the status was Excluded from matching. I believe this caused the error message to occur. See DocuSign support article: https://support.docusign.com/en/guides/ndse-user-guide-template-matching

I changed the template to Included in matching, logged back into Smartsheet and generated the document using the existing mapping.

Genevieve P.

Hi @Charlene Stacy

This is great information to know, thank you for sharing! I'm glad that you were able to figure it out.

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