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Troubleshooting document viewing issues

Frederik Lauenborg
  • Updated

Introduction

If you cannot see documents awaiting signature, the issue is often temporary and can usually be resolved by refreshing your browser, restarting your computer, or switching to a different browser. This guide explains the most common checks to try before contacting support.

Issue description

This issue occurs when documents awaiting signature do not load correctly in the browser or appear unavailable in the signing interface. In many cases, the problem is caused by a temporary disruption, an outdated browser version, or a local browser session issue.

Signs

  • Documents awaiting signature do not appear on screen
  • The page loads incorrectly or remains blank
  • The issue resolves after refreshing the page
  • The issue resolves when using a different browser
  • The issue resolves after restarting the computer

Basic troubleshooting steps

Try the following steps to rule out common causes of document viewing issues:

  1. Make sure you are using the most recent version of your preferred browser.

  2. Refresh the page and check whether the document loads correctly.

  3. Restart your computer to clear any temporary local issues.

  4. Try opening the document in a different browser.

  5. If possible, sign out and sign back in before checking the document again.

Advanced troubleshooting steps

Step 1: Update your browser

Confirm that your browser is fully up to date. An outdated browser can prevent documents from loading correctly or cause display issues in the signing experience.

Step 2: Try a different browser

If the issue continues, open the document in another supported browser. This can help determine whether the problem is related to your current browser settings or cache.

Step 3: Restart your computer

Restarting your computer can clear temporary disruptions that may be affecting document viewing.

Step 4: Capture the error message

If you see an error message, take a screenshot so support can investigate further. Include any relevant details, such as when the issue started and which browser you were using.

Contact support

If the problem continues after trying the steps above, contact support and attach a screenshot of the error message. Our team will investigate the issue further and help determine whether there is a temporary service disruption.

Additional resources

For related help, see [Related article title] or visit [Help Centre link].