Signature fields may appear as blank when signing with client version 9 and above

Product

DocuSign Signature Appliance Client Version 9.31 and WebApp version 9.301.

Impact

This will impact your signature appearance when signing via Prepare & Sign and WebApp.

Symptom

When signing a PDF using Prepare & Sign the signature appearance will appear as blank.

When signing using WebApp, the signature appearance will be unusual, for example:

Reason

The issue is caused due to a bug in calculating the signature field dimensions when the local PC is using a Regional Format ('Culture Info') in which decimal numbers are being represented with a comma separator instead of a dot separator (e.g. 7,12 instead of 7.12). A full list of countries is published at the end of the article.

Prepare & Sign Resolution

Currently, the workaround is to change the Windows Culture Info to one that is using a dot separator (i.e. English en-US). To change it, please go to Windows Control Panel > Region > Format > and select English (United States) or any other supported format.

WebApp Resolution

To resolve this issue when using Web App, a change to IIS will need to be implemented.
Under the site .Net Globalization > Change “Culture” and “UI Culture” to “English (United States) (en-US)” > perform IIS reset.



Countries where a comma "," is used as a decimal separator include:
  • Albania
  • Algeria
  • Andorra
  • Angola
  • Argentina
  • Armenia
  • Austria
  • Azerbaijan
  • Belarus
  • Belgium
  • Bolivia
  • Bosnia and Herzegovina
  • Brazil
  • Bulgaria
  • Cameroon
  • Canada
  • Chile
  • Colombia
  • Costa Rica
  • Croatia
  • Cuba
  • Czech Republic
  • Denmark
  • East Timor
  • Ecuador
  • Estonia
  • Faroes
  • Finland
  • France
  • Germany
  • Georgia
  • Greece
  • Greenland
  • Hungary
  • Iceland
  • Indonesia
  • Italy
  • Kazakhstan
  • Kosovo
  • Kyrgyzstan
  • Latvia
  • Lebanon
  • Lithuania
  • Luxembourg
  • Macau
  • Moldova
  • Morocco
  • Mozambique
  • Namibia
  • Netherlands
  • North Macedonia
  • Norway
  • Paraguay
  • Peru[37]
  • Poland
  • Portugal
  • Romania
  • Russia
  • Serbia
  • Slovakia
  • Slovenia
  • Somalia
  • South Africa
  • Spain
  • Suriname
  • Sweden
  • Switzerland
  • Tunisia
  • Turkey
  • Turkmenistan
  • Ukraine
  • Uruguay
  • Uzbekistan
  • Venezuela
  • Vietnam

Thank you,
The DocuSign Signature Appliance Group at DocuSign support


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