System Issues
Open a case in the Docusign Support Center
Read this article to learn how to open a Docusign Support case in your language.
Why am I not getting Docusign email notifications?
Occasionally, Docusign email notifications may be blocked by either your email server, firewall, email provider, or email client.
Config files indicate not to edit the config files, but you can't change config within the UI | Docusign Insight
For an Insight instance installed on Windows, configuration changes need to be applied to various config files. However, those files contain text indicating not t...
What information is needed when contacting Docusign Customer Support?
To optimize your Support Case handling and turn-around time, please make sure to include all relevant information in your support case.
What do I do if I'm seeing permission issues in Docusign for Sharepoint Online?
SharePoint contribute permissions are required to send an envelope for signature. The user must have contribute permissions to the entirety of the Site Collection...
Docusign Insight: Error "There are no licenses on SERVER_NAME" during import
Read this article to learn what to do when you see the error, "There are no licenses on SERVER_NAME"
Docusign Insight: License.bat utility reports "No entries found in license file"
Read this article to learn what to do if the License.bat utility reports "No entries found in license file"
Docusign Insight: How to move an existing ABBYY License to a new server
Read this article to learn how to move an existing Abbyy License to a new server.
General Importer error - Could not extract data | Docusign Insight
When importing contracts to Insight, some documents may fail with an error "Could not extract Data". Read this article to learn more.
SSO fails due to incorrect entityID | Docusign Insight
After configuring SSO for Insight, user authentication fails. Read this article to learn about a possible cause and solution.
DAL error: “Failed to update one or more template recipients.”
When a user adds a recipient and assigns the role "Needs to View" at the Docusign envelope template level, they receive the following error message: “Failed to...
How to update java memory for Analytics and Barko | Docusign Insight
For Insight OnPrem instances, you may need to increase java memory for Analytics and Barko (index). Use this article to understand how to increase the java memory...
Postgres scripts to find database/table sizes | Docusign Insight
As part of database maintenance for Docusign Insight, you may need to review the size of databases and tables. Use this article to learn how to view the current s...
FAQ: Docusign Maestro
Read this FAQ to learn answers to common questions related to Docusign Maestro.
Understanding slow query performance | Docusign Insight
Docusign Insight has embedded databases for various components. As the databases grow, it is important to understand the impact and maintenance activities which s...
How to enable SSO debug logging | Docusign Insight
Docusign Insight supports direct login using SSO. Use this article to troubleshoot SSO login issues with your OnPrem Insight Instance.
How to increase import file size | Docusign Insight
When importing contracts to Insight, files over 25 MB will not upload due to a size limitation. Use this article to learn how to increase the import file size for...
Salesforce API v30 or earlier retirement - DFS Legacy eSignature for Salesforce
This article details the steps to action for DFS (legacy eSignature for Salesforce), versions 6.4.3 or earlier, to avoid impact due to the retirement of Salesforc...
How do I add a new metadata field | Docusign Insight
In Insight, you may want more labels (fields) available on contracts. Use this article to learn how to add more labels to your OnPrem Docusign Insight environment.
Do you need have to have a seat on the company's Docusign account to be able to log into Insight?
In order to access Docusign Insight (formerly known as Seal), a seat is required in the company's Docusign account. Use this article to learn more.
Error running Multipurpose Overlay v4.1: "No such property: append for class: Script1" | Docusign Insight
When using the Multipurpose Overlay app v4.1 to update metadata values in Insight, an error occurs due to an incorrect Form being used. Use this article as a guid...
Docusign Insight - Sentences in .DOC files not recognized by ScA Extractions
Within Docusign Insight, some sentences are not extracted as expected. Use this article to understand a possible cause and solution.
How to view the Entity Relationship Diagram (ER) in postgres | Docusign Insight
As an Insight customer, you may want to view the Entity Relationship Diagram for the tables in your postgres database. Use this article to learn how to accomplish...
A new extraction policy is not applying to contracts | Docusign Insight
After enabling an extraction policy and reprocessing contracts, the label is not extracted from contracts. Use this article to understand a possible cause and sol...
Conversion of documents to Word | Docusign Insight
When viewing a contract in Insight, you may prefer to download and edit using word format. Use this article to learn how to accomplish this task.
413 error when importing Extraction Packs | Docusign Insight
When importing an extraction pack to Insight, you may encounter an error code 413. Read this article to understand a possible cause and solution.
503 error when logging into ScD | Docusign Insight
When accessing Insight, you may encounter an "Invalid credentials" response while the credentials are valid. Use this article to understand the cause and solution.
Why do some fields defined as a single string appear to have spaces in Insight UI | Docusign Insight
When adding a new metadata field to Insight with mixture of uppercase and lowercase characters, the field in the UI appears with spaces. Read this article to unde...
How can you find out how many contracts are in your Insight instance | Docusign Insight
Within Docusign Insight, you may need to know how many contracts are in the instance as well as those soft deleted and hard deleted. Use this article to query the...
What is the Seal Batch process and what does it do | Docusign Insight
Read this article to understand the purpose of the Insight service named Seal warehouse batch.
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