Hi,
We are setting and email address with a gltd of .paris for a recipient when adding the recipient to the envelope, but we get the error: Invalid recipient e-mail
example: name@company.paris
The actual email address is in fact valid.
Can you please help?
Regards,
Donovan
Hi Donovan,
We are sorry to hear that you have such issue. To be able to check its reason and resolve the issue I will need your GroupDocs account details, please share your account admin email.
Thank you.
Hi,
Our client id is 011b09a20508421d. Will that help you identify our account? I am a developer and will need to request the account details which will take some time.
I appreciate your help as this is quite urgent.
Regards,
Donovan
Hi Donovan,
Thank you for the details. I will check your account logs and return to you with the details.
Sorry for the inconvenience.
Hi Pavel,
I tried to setup a new account on Groupdocs (we want to split into 2 accounts) and I registered, then it just gives me an error page for my dashboard.
The email confirmation link that was sent to me is also broken:
http://apps.groupdocs.com/account-verification/%Customer.CustomValues.VerificationToken%
Please can someone help me activate my account correctly? My email I used is admin@fairlogik.com.
Regards,
Donovan
Hi Pavel,
Any update on this? I see even if I build the envelope manually on the Groupdocs dashboard, I cannot enter the following valid email address:
donovan@autonomy.paris
Your system keeps saying the email address invalid.
Regards,
Donovan
Hi Donovan,
Thank you for coming back. I have checked it with our Product team and found out that the fix for the emails will be deployed on Monday.
As for the activating your new account - it will be done today, please note that this account will be activated with the trial plan.
Best regards.
Hi Pavel,
Thank you for the help with the email address validation.
I need some help on the other Groupdocs account, but am not too sure where, or who to speak to.
I have activated that new account (donovan@fairlogik.com) and am on the paid Startup Basic Plan.
I have integrated the API keys for this account in our application, but I am having an issue.
I generate the envelope to sign successfully. When I view the document and sign it on the web, it says “signing document” and eventually comes back with “error, please contact administrator”. When I look in my dashboard they go from status pending to failed.
I cannot actually see what the error is? I can see that groupdocs is posting to my callback url with status updates, but eventually something goes wrong.
Please can you help me urgently? I am looking to get this up and running as soon as humanly possible.
Thanks,
Donovn
Hi Donovan,
To found out the fail reason please try to use our
Cloud API console and reproduce all steps that you do from it - then you will be able to see the response object and the real error message.
Also I will check logs for the donovan@fairlogik.com account for more info and then come back to you.
Best regards.
Hi again,
I have checked out the logs and the only one error that I can find is that that you use bucket outside US, is it true? If yes, unfortunately the buckets outside the US doesn’t supported currently.
Best regards.
Hi Pavel,
I can’t really use the console. It is when I am actually trying to sign the document (with your control). I am not sure what the control is doing in the background?
So if I follow the generated url:
Then it opens your control. When I draw my signature and accept, it just says there is an error while it is trying to sign the document, and I am not sure where to find that error message, and why it is happening?
Regards,
Donovan
Hi Pavel,
The following error message is displayed during the signing process:
"Error occurred while signing your envelope. The error is logged and administrators are informed."
I would upload the screenshot, but this forum says I don’t have permission to upload.
Regards,
Donovan
Hi,
Is there any update to this issue? I am urgently looking to get this working for a client and am running out of time.
Thanks for the assistance,
Donovan
Hi Donovan,
Sorry for the delay. We have released a new version of the Cloud service. Please try again and notify us with the results.
Thank you.
Hi Pavel,
Thanks for this update. I still cannot test it properly as my account is not working. My account is donovan@fairlogik.com.
If I login to the groupdocs dashboard and create an envelope manually, I get the following generated url to sign the document:
I open the url and sign the document but during that process, it just fails with the following error message:
“Error occurred while signing your envelope. The error is logged and administrators are informed.”
I urgently need to resolve this. My account donovan@fairlogik.com is brand new and I am still unable to use it. I have been asking for help in this thread since 25 February.
I need to resolve this urgently as our software needs it.
Am I at the correct place to get support? Can someone please assist me in getting this working?
Regards,
Donovan
Hi Donovan,
I’m really sorry that you have such issue. I have tried to reproduce it - works well for me, also I have checked your account logs - unfortunately there is no any errors. Since that I have created a bug ticket (attached to the first post) and our Product team will investigate it in more details.
Sorry for the inconvenience.
Hi again,
In addition to previous post - please try to logg-out, clean your browser cache then logg-in and try again.
Thank you
Hi Pavel,
Nothing has changed. I have cleared my cache, logged out and back in, and tried a different browser.
Can someone not then login as me (donovan@fairlogik.com) and see the issue first hand? It keeps saying there is an error, surely someone can diagnose that error?
Here are my steps:
2) After logging in, I click Dashboard → Signature in the top left menu
3) I click “Add New”
4) I fill in all the Wizard Steps from “Choose File” to “Summary”
5) I click “Send Now”
6) At the “All Envelopes” dashboard, I click on the “View” button for that envelope I just created.
7) Your viewer opens up and I fill in the Date and Signature fields in the document and click the “Sign” button at the top of the view control.
8) It says “Are you sure you want to sign this envelope?” and I click the “Continue” button
9) It says “Signing envelope” for a while, then all of a sudden I get the following error message:
10) “Error occurred while signing your envelope. The error is logged and administrators are informed.”
11) I go back to the Dashboard and my envelope is now in “Failed” status
Please let me know soonest?
Thanks,
Donovan
Hi Donovan,
Thank you for detailed guide. Yes, I have tried these steps for the several envelops with my GroupDocs account and all works well for me. Since that I can assume that the issue reason can be in the document that you use. Please share with me your document that you use in the envelop and specify fields types and number (number of how much each field type you have added).
Thank you.
Hi Pavel,
I already have an account with you that works correctly. Absolutely no problems. I created the donovan@fairlogik.com account last week and now I am having these errors now.
I have attached the document I am using to sign.
I am using your dashboard to test adding a new envelope. When I get to the Add Fields step, I add a date control and sign control to the document.
You guys need to test with my actual account, because I already have another account with you that works. So if you say your account works, it does not mean there is no problem with mine?
Also, there are errors and failures being logged every time, can you guys not see what these errors are. They are on your platform using your own website? I cannot see what is happening here.
I just need someone to investigate these errors and help me resolve it. Even if your account is working, it doesn’t help me at all. I am stuck here trying to get this working?
Regards,
Donovan