Troubleshooting cached login credentials in Google Chrome

Issue

I am unable to log into DocuSign with confirmed valid user credentials using Google Chrome

Possible Causes

  • Cached login credentials
  • Browser Plugin
  • Browser auto-complete replacing the new credentials with previous credentials

Solutions

If you are able to log into DocuSign via another browser but not in Chrome, typically there is a cached user credential or an add-on interfering.
 
To start Chrome without add-ons:
  1. Open Google Chrome
  2. Click the Settings menu at the top right
  3. Click New Incognito Window

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This will result in Chrome opening with add-ons disabled. Alternatively, you can press the Windows key + R, and type chrome –incognito into the run box.

 
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If you are still unable to log in, Chrome may be storing your user credentials.
 
To edit or remove stored credentials in Google Chrome:
  1. Open Chrome
  2. From the Settings drop-down, select Settings
 
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  1. Scroll to the bottom of the page and click Show advanced settings
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  1. Under Passwords and Forms, click Manage Passwords
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  1. Locate the saved password for the server you are connecting to. Click the X on the right side to remove the stored password.
    For example, if you are connecting to Demo, demo.docusign.net. If you are connecting to na2, look for na2.docusign.net. 
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If you are still unable to log in with Google Chrome, please contact Customer Support.

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