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eSign Server Error

If you have received an eSign server error, check out this master reference for eSign server errors and recommended steps to resolve. Find your error message in the directory below or use control+F / command+F to search this article.

Document Signed Error occurred when uploading attachment for document (a3R7F000000Q4M8UAK) to Salesforce

Reason for error: This signature status was most likely manually changed to “signed” by a user rather than the app. If a user tried to change an unsigned Doc to “signed” status, the server recorded it as error since there is no document saved.

Troubleshooting steps:

  1. The document ID (in this example, “a3R7F000000Q4M8UAK”) is referring to an eSign doc ID.
  2. Use global search in Salesforce and search for document ID *a3R7F000000Q4M8UAKb*.
  3. By viewing the eSign user can analyze if anything is wrong with it and can view activity history.

eSign Process Failed

Reason for error: PDF header signature not found.

Troubleshooting steps:

This error is likely caused by a corrupt PDF. There may be an issue with the process you are using to make the PDF. If using a Mac, you can open .jpeg in the Preview app, then use the print to PDF or export to PDF from Preview. Or, open a web browser and print to PDF.

eSign Server Error

Reason for error: The app needs to be authorized.

Troubleshooting steps:

  1. Salesforce edition is Professional edition and does not have API enabled. Having API enabled is required to use the Opero Signature app. You could submit a case to Salesforce support to ask them to enable it (they may quote you an additional cost to enable this with Salesforce) or use the app in another Salesforce edition that has API enabled. If you already have API enabled or not using Professional edition, error could be caused by one of the other reasons listed below.
  2. Incorrect session settings. The following “Session Settings” fields must be unchecked: “Lock Sessions to the IP Address from which they originated” and “Lock Sessions to the domain in which they were first used.” Once these fields are unchecked and settings saved, see if error is now resolved.
  3. Salesforce user that is trying to authorize the app does not have proper user permissions to authorize the app. Typically an admin user or user with proper permissions to app package components should authorize the app.

Recipient Sign View. Error occurred when updating document with EncodedId (e79e6d02-f6b0-43ba-8690-10850db7b4cb) open date in Salesforce

Reason for error: The Opero Signature application that is outside of Salesforce is trying to make an update to the eSign Doc record in your Salesforce org. For some reason the app is unable to update the record. This could be because it cannot access the record specifically or cannot access your Salesforce org. Note: You may also get a similar error about updating another field.

Troubleshooting steps:

  1. Search for the specific eSign Doc record referenced in the error to locate it by searching the EncodedId. In the sample above this would be “e79e6d02-f6b0-43ba-8690-10850db7b4cb”. The EncodedID is a field on the eSign Doc object and is an external unique id for the record. If you cannot find this record, it may have been deleted by a user. Maybe it was sent as a test or sent and then user decided to delete it. You may check the Recycle Bin in Salesforce and undelete it.
  2. Under eSign Configuration tab, check that the app has been authorized (by clicking the grant access button) and check which user has granted access. Consider that the app is attempting to to update the record as the user who granted access. Does this user have permission to update this record and these fields on this object? To verify, login as that user and attempt to update the record. To change which user is updating the record, you may log in as the user, click Grant Access again, and attempt to update the record.
  3. An admin may have updated security settings in Salesforce to not allow any updates via the API or external systems. 
  4. The Salesforce org may be locked out for some reason.
  5. Your org may have reached its API call limits for the last 24 hours. You can check your API usage by going to Setup > System Overview > API Usage.
  6. Salesforce could be down at the moment. You can check https://trust.salesforce.com for the current status.

To Create a Document You Must Register First

Reason for error: The app needs to be authorized.

Troubleshooting steps:

If you see this error when trying to generate an eSign document, you need to go to eSign Configuration tab and refresh your app authorization by clicking “grant access.” Only one active admin Salesforce user needs to do this step to authorize and register the app.