| Error code | Reason | Solution |
|
Error 2
Error 200
|
The system received an error message from the backend, but the request most likely went through anyway. These errors may occur if you have been logged out and the server is asking you to log in again. |
Reload the page. |
| Error 3 | The sender has entered an incorrect social security number, that does not match the one on your electronic ID. | You need to contact the sender and ask them to correct the social security number. Then you can try again. |
| Error 400 or "Something went wrong" - when creating a case file |
This error may be due to two reasons:
|
Please review the case file thoroughly and correct the error. See more here. |
| Error 403: Access denied | You don't have access to the page you are trying to enter. Most often, this is because you are logged into a user profile that doesn't have permission to access the page, or it could be that the CPR/SSN on the case file doesn't match with the one on your NemID/BankID. |
If you expect that you should have access anyway, see this article for a possible solution. If validation is activated on the document, you will need to contact the sender and ask them to double-check and correct the validation information. |
| Error 404 |
The page you are trying to access does not exist. This error might occur when, for example, your signing request (represented by the link you receive via email) has been deactivated or has expired. It might also happen that you have received a new email with a link to start the signing process. In that case, the old one has been deactivated; therefore you'll get an error 404 if you click on it. |
You need to contact the sender and ask them if there have been any changes to the document(s). If not, ask them to send a new link. Read more here. |
| Error 415: Unsupported Media Type | You are trying to upload a file to Penneo that is corrupt, or it's password-protected, or too big a file, or incompatible with Penneo. | In this case, you need to create a new PDF file. Read more here. |
| Error 500 | When you get this error, it means that one of our services has been affected by an incident and we are currently working on solving the issue. | You can stay updated on the status of Penneo services on our Status page. |
| Error 503 - while signing | The most common cause is a communication error with the server. |
Reload the page by pressing F5 on your keyboard or the reload function in your browser. If this doesn't resolve the issue, submit a support ticket and attach an uncropped screenshot - we'll be able to spot the cause for the error through the screenshot. |
| Error 503 - while creating a new case file | This error occurs because the PDF you have uploaded is incompatible with Penneo. | This issue can typically be fixed by printing a new version of your PDF. See how here. |
| Error 504 - Gateway Timeout | The server is unreachable. It might be because your local network is down, or one of Penneo's services is down. | Stay updated on the System Status and try again later. |