If you are having an issue with RightSignature here are some troubleshooting steps:
(Only PDF documents can be sent for signature - a document template can't be converted to a pdf document within your RightSignature online account. Make sure you convert any documents to a pdf prior to uploading to RightSignature)
1. RightSignature Error Message
You can now see an error message in a red ribbon when running into problems with RightSignature. The message will look like the example below and should help you better problem solve.
Note: Certifying or locking your documents in Adobe will prohibit you from being able to request signature in RightSignature. Any PDF documents with the blue ribbon below will throw the error message.
2. Receiving 500 errors when sending a document to a client using the RightSignature integration.
Please double-check that you are connected to Right Signature. If you're not, it's easy to reconnect your account by accessing the user menu in the top right corner, selecting the gear icon, and then selecting 'RightSignature.' From there, simply select 'Connect RightSignature.' If you're already connected and experiencing issues follow the below steps. We do not suggest disconnecting and reconnecting if you have pending signature requests.
If a support specialist has reset your Sharefile password, make sure you are logged out of the Sharefile website online.
Follow this link and login to RightSignature and keep this connection open: RightSignature
When prompted enter your subdomain. If you do not know your subdomain reach out to support@myfirm360.com for assistance.
Go back into your Firm360 and see if you can now request a signature request from a client.
RightSignature Troubleshooting
Login to your RightSignature account online and leave the window open as you send out your first few RightSignature requests for the day. Do not login to Sharefile to utilize your RightSignature account. The correct web address is below that you will use for accessing RightSignature online:
If your document is over 20MB- you will receive the 500 error. Please ensure that the document is less that 20MB to request a signature. Please make sure you are saving your document so that the max file size is not exceeded.
Most document requests default to a 30 day expiration date in RightSignature. If the request has expired, the request will show as Expired in your Firm360.
3. I do not see "Request Signature" as an option in the action drop-down menu for the document.
If you have a RightSignature account, please ensure that you've connected it to Firm360. If you don't have a RightSignature account, you'll need to request one from your firm. They can do this by sending an email to support@myfirm360.com, and we'll create an account for you. Additional users may involve additional fees for your firm.
To do this you will need to click the gear in the upper right-hand corner next to your name, click "RightSignature", then click "Connect RightSignature" in the blue.
4. The document does not load and I just see the spinning circle symbol.
Sometimes, a document may be password-protected and therefore unable to be signed. If this is the case, you'll need to remove the password before requesting a signature. Additionally, if you're experiencing loading issues, it may mean that you're not connected to RightSignature. To check your connection status, simply click the gear icon in the upper right-hand corner next to your name, and select 'RightSignature.' From there, you can verify whether or not you're connected and, if not, click the 'Reconnect' button.
Larger sized files also tend to spin for a few minutes when uploading to your RightSignature account. Please allow time for the document to fully upload.
When RightSignature is experiencing high volume this can slow down the upload times.
5. I am not able to click on the submit button to request a document signature from within Firm360.
Check the contact email addresses and make sure there is not a space showing within the address.
For example: msmith@gmail. com is not valid and should show as msmith@gmail.com
6. When creating templates in RightSignature online with a Word document my signature requests are failing.
The document uploaded for a template must be a pdf. RightSignature will attempt to convert a Word document to a pdf for you but this version of the document will not work with Firm360 document requests. The initial document uploaded used for creating templates in RightSignature must be in pdf format.
7. I have a document checked out and the signature requests is failing.
If you have a document checked out you will not be able to request a signature request until after you check the document back into your Firm360.
8. My customized branding settings are not appearing on signature requests when a template is used in RightSignature.
Signature requests that utilize a template in RightSignature will not incorporate branding customizations set up in your RightSignature settings. These customizations will only be used for signature requests not using templates and sent from within your Firm360.
9. Clients are unable to complete their signature request with the KBA enabled from within the client portal.
Clients who have the KBA enabled in their signature request must complete the signing process through the email they receive from RightSignature. If the client can't locate the email you can send them a reminder to sign their document and the email will be resent to them. The reminder can be sent from within the client portal by viewing the client action as shown below. Or you can click the remind button to the right of the document description from within the client's documents tab. The email will be delivered to them from either documents@rightsignature.com or noreply@sf-notifications.com
10. My client forgot their PIN number to access their document.
RightSignature does not store PIN numbers following signature requests being sent to signers. If you no longer have access to the PIN number you will need to cancel the signature request and resend a new request to the client. Once a new PIN number/request is generated the prior PIN number is no longer valid.
11. The signature request is immediately voided after being sent to the client.
Make sure you are logged into the RightSignature website online and not the Sharefile website. If logged into Sharefile online this can disrupt the connection of your RightSignature with Firm360 and cause requests to be voided. Log into RightSignature online at: RightSignature Website Leave the tab open for RightSignature. Go back into your Firm360 and send the request to the client. By logging into RightSignature online and keeping the tab open it ensures the connection is between the two systems is working properly.
RightSignature KBA troubleshooters
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