Troubleshoot a problem

Keep the guest’s task moving while you identify the problem. Capture the exact message, check the relevant record and try the smallest useful correction before repeating the whole process.

This area covers the moments when a form or a device does not behave: a signing page that will not open or submit, a connection that drops halfway through a signature, and the question of whether a retry created a duplicate record. The guides keep the guest moving first and diagnose second, because the person at the desk rarely has time for both at once.

Begin with troubleshooting a form that will not open or submit, which works through visibility settings, published versions, required fields and browser problems in the order they most often turn out to be the cause. For interruptions, handling a dropped connection without duplicate records explains what the signing page saves, how to verify the result and when a retry is safe.

Troubleshooting applies to every other area, but most reports trace back to signing routes or a kiosk tablet. If the guides do not resolve it, contact support with the page, device, exact message and time, and the team can trace what happened.