DocuSign Widget: Keeps on disconnecting itself

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    fitnancial
    Asked on December 06, 2020 at 03:11 PM

    The DocuSign widget keeps disabling itself and my customers cannot sign the documents unless I go in and manually reauthenticate every time. I should not have to reauthenticate so much. How can I work around this?

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    gerardw
    Answered on December 06, 2020 at 08:19 PM

    We apologize for the trouble.

    I tested your form and the widget is working fine:

    1607303924_5fcd82f45af47_0712_1.png

    I tested the widget on a demo form at my end but could not replicate the issue. The widget is working fine even after reloading the build page multiple times.

    Please check and let us know if you are still facing any issues.


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    fitnancial
    Answered on December 06, 2020 at 08:22 PM
    It works for about a day and I’ve had to reauthenticate 5+ times every so often. I just did it yesterday again.
    Shannon K. Weinstein, CPA
    Fitnancial Solutions, LLC
    shannon@fitnancialsolutions.com
    ...
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    gerardw
    Answered on December 06, 2020 at 09:52 PM

    It seems like the widget is working fine now also.

    1607309483_5fcd98abaf9a8_0712_3.png

    You will only view the "Re-authenticate" button now on the form. That does not mean that the widget is not connected. The "verified" symbol appears only momentarily.

    On a live form, the widget is working as required.

    If you come across any further issues please let us know.

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    fitnancial
    Answered on December 06, 2020 at 09:55 PM
    Yes I know. It works for a couple days and drops again.
    ...
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    Vick_W
    Answered on December 07, 2020 at 12:49 AM

    Hi there,

    I'm escalating the issue to the backend team so they can fix it. Please note that we can not provide an ETA on this right now but as soon as an update is available we will inform you here.

    Thanks