Troubleshooting

Email sending and receiving

• I cannot receive emails (emails not via mobile network carriers)
• If you have received a return email with a notification of sending failure
• I cannot receive emails (cell phone email)

Input items / consent related

• The “You have no viewing privileges” error is displayed
• The recipient cannot press the “Consent to document” button
• I sent documents to myself as a test, but there is no consent button displayed when checking
• Stamps or text field characters exceed the page width; how do I insert a line break?

Email address setting and login setting

• The “Incorrect email address and password combination” error is displayed when logging in
• The “This email address cannot be registered. Check the details with the administrator at your company. ” error is displayed
• I am not able to enter text fields/stamps correctly
• I forgot my password, or I want to change my password
• When adding a member, the “〇〇 is already in use” error is displayed
• The “Email address is incorrect” error is displayed
• When adding a member, the “〇〇 cannot be managed” error is displayed

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PDF / signature related

• The “Forbidden” error is displayed
• Configuration if “Signature has a problem” is displayed (Windows)
• Configuration if “Signature has a problem” is displayed (Mac OS)
• “The file cannot be used as a signature has already been applied by CloudSign ” is displayed
• The PDF file is not displayed properly
• Text fields and stamps disappear after downloading the PDF data
• The “A PDF file that cannot be signed has been uploaded. Check that there are no problems with the file and that it is not protected with security settings ” error is displayed
• When sending documents, the “An error has occurred while sending the document. Please check that signature is not disabled from the PDF security settings” error is displayed
• The “There are not enough pages in the uploaded file, and the specified input fields cannot be included. ” error is displayed
• The “The size of the uploaded file is not big enough, and the specified input fields cannot be included.” error is displayed
• Viewing concluded PDF files causes text to distort or shrink

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Address settings and document information

• The “Recipient settings are incomplete” error is displayed
• The “An access code has been specified, so you cannot edit the contract period” error is displayed
• Errors when bulk editing document information

Others

• The “Cannot find the file. It may have been moved or deleted. ” error is displayed
• Errors when using the SSO (Single Sign-on) function
• Errors when importing documents
• The “Cannot have 0 members permitted to view documents” error is displayed
• The “An error has occurred. Please reload the page. ” error is displayed.