Dropbox Sign FAQs

Quick Guide:

1. Refresh the page: Sometimes, a temporary glitch can cause this error. Refreshing the page might resolve the issue.
2. Try a different browser: Switching to another browser can help determine if the issue is browser-specific.

Common Causes:

• Temporary system glitches: Occasional issues with the HelloSign platform can trigger this error.
• Browser compatibility issues: Certain browsers may not be fully compatible with HelloSign's features.
• Network connectivity problems: Poor or unstable internet connections can lead to unexpected errors.

Possible Fixes:

• Clear browser cache and cookies: This can resolve issues caused by outdated or corrupted data.
• Disable browser extensions: Some extensions can interfere with HelloSign's functionality.
• Ensure a stable internet connection: Check your network settings and consider switching to a more reliable connection.

Official Help Center References:

• I received an 'Unexpected error occurred' error message

Quick Guide:

1. Ensure good contrast: The signature image should have high contrast for clarity.
2. Use a clear image: Ensure the signature is legible and not obscured by background noise.
3. Check file format: Supported formats include PNG, JPG, and GIF.

Common Causes:

• Low-quality images: Blurry or pixelated images can hinder the upload process.
• Incorrect file formats: Unsupported file types may not upload correctly.
• Large file sizes: Oversized images can cause upload failures.

Possible Fixes:

• Edit the signature image: Use image editing software to enhance clarity and contrast.
• Convert to a supported format: Use online tools to change the file format if necessary.
• Resize the image: Reduce the file size to meet HelloSign's requirements.

Official Help Center References:

• Why won't my signature upload?

uick Guide:

1. Export to a new PDF: Even if your document is already in PDF format, exporting it again can resolve issues.
2. Check for hidden elements: Ensure there are no hidden layers or elements causing upload problems.
3. Reduce file size: Large PDFs can encounter upload issues; consider compressing the file.

Common Causes:

• Corrupted PDF files: Damaged files may not upload correctly.
• Embedded fonts or images: Complex elements can cause compatibility issues.
• File size limitations: Exceeding size limits can prevent uploads.

Possible Fixes:

• Flatten the PDF: Make the PDF one single layer to contain all elements.
• Use PDF repair tools: Online tools can fix minor PDF corruption issues.
• Simplify the document: Remove unnecessary elements to reduce complexity.
• Compress the PDF: Use compression tools to decrease file size.

Official Help Center References:

• Troubleshoot issues uploading PDFs

Quick Guide:

1. Verify the link: Ensure the template link is correct and active.
2. Check template status: Confirm that the template is not archived or deleted.
3. Test the link: Open the link in an incognito window to rule out session issues.

Common Causes:

• Expired or deleted templates: Links to removed templates will not function.
• Permission issues: Lack of access rights can prevent link usage.
• Incorrect link sharing: Sharing the wrong link can lead to errors.

Possible Fixes:

• Share the correct link: Obtain the latest link from the template settings.
• Check user permissions: Ensure recipients have the necessary access rights.
• Recreate the template: If deleted, recreate the template and share the new link.

Official Help Center References:

• Troubleshooting template links

Quick Guide:

1. Check notification settings: Ensure that email notifications are enabled in your account settings.
2. Verify email address: Confirm that your email address is correct and active.
3. Check spam filters: Ensure that HelloSign emails are not being filtered into your spam or junk folder.

Common Causes:

• Disabled notifications: Notifications may have been turned off in your settings.
• Incorrect email address: Typos or outdated addresses can prevent delivery.
• Email filtering: Spam filters may block or redirect HelloSign emails.

Possible Fixes:

• Update notification preferences: Adjust your settings to receive the desired notifications.
• Correct email address: Update your email address if it's incorrect.
• Whitelist HelloSign emails: Ask your email administrator to add hellosign.com and mail.hellosign.com to their approved domain list OR Ask your email administrator to add our IPs of 143.55.224.101, 143.55.234.242, 161.38.193.231, 198.61.255.111 to their approved IP list.

Official Help Center References:

• Why am I not receiving email notifications?