What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    DocuSign Widget: Widget not working, only showing: "Waiting for sign completion"

    Asked by brgamble on December 04, 2014 at 01:11 PM
    I am posting to follow because I am having the exact same problem, but I am just developing and testing my form now, so technically it never worked for me.  The signature process DOES work fine on the DocuSign end. It's just that the widget doesn't recognize that the signature process is compete and never updates in my form from the "Waiting for sign completion" and "checking status" messages.
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    JotForm Support

    Answered by Mike_T on December 04, 2014 at 02:33 PM

    We have forwarded an additional bug report about this issue to our Development Team.

    This thread will be updated once the issue is fixed.

    Thank you.

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    Answered by bhds on December 10, 2014 at 09:12 AM

    Usage of the DocuSign widget is critical to our business processes, and it is essential that this service is restored as soon as possible.  Do the developers have an estimated time for when this service will be restored?

    Is it possible to have an explanation of what has happened to the DocuSign widget, as it was working very well as of 1st December 2014?

    Is there anything that we can do to escalate the issue?

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    Answered by raul on December 10, 2014 at 12:00 PM

    @bhds

    This bug has already been reported here to our development team by Mike and also here: http://www.jotform.com/answers/468719 by Ben when you first reported the issue.

    Unfortunately, we cannot provide an ETA for a fix to this issue. I see both tickets have been already assigned to a developer with a High Priority, so hopefully a fix is released soon.

    Thank you.

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    Answered by bhds on December 11, 2014 at 09:17 AM

    This is not good enough.

    As I mentioned in my posting of 10th December 2014, usage of the DocuSign widget is critical to our business processes.  The widget was working perfectly well as of 1st December 2014, and no explanation of what has gone wrong with it has been forthcoming.  According to what you have written the bug was reported to the development team over a week ago, so I would thought that some of estimate of how long it would take to fix the problem would have been available by now.

    If the bug cannot be fixed within a reasonable time (a length of time which I maintain has now expired), why can't the old, working version of the widget be restored?

    Given that you know that there is a bug in this widget that prevents it from working properly, why is it still listed as an available widget when designing a form?

    Is there any way to hide the DocuSign widget on a form so that it is not presented to the end user?  I do not want to delete the DocuSign widget from the forms where we use them as this will result in the loss of associated data, but the "Properties" dialogue box for the DocuSign widget does not offer an option to hide it.

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    JotForm Support

    Answered by Charlie on December 11, 2014 at 11:58 AM

    Hi,

    My apologies for the inconvenience that this might have caused you. I've made a follow up on this and I see that this has been already assigned to one of our developers in the back end. Unfortunately, we are unable to provide an exact or estimated date to when this will be fixed because this is already being taken care of by another team, but rest assure that they are aware of your follow ups.

    Is there any way to hide the DocuSign widget on a form so that it is not presented to the end user?  I do not want to delete the DocuSign widget from the forms where we use them as this will result in the loss of associated data, but the "Properties" dialogue box for the DocuSign widget does not offer an option to hide it.

    You can easily remove the integration rather than hide it, I believe information already passed by DocuSign is already safe in your account. You might just need to take note of the keys, though.

    If you do not want to remove it and fear that data maybe loss, you can hide it using the conditions.

     

     

    I know that this might not be the same features you are looking for, but I would like to suggest the following widgets as temporary alternatives while waiting for the DocuSign update.

    E-Signature

    Smooth Signature

    SignPlus 

    Initials 

    I hope this helps.

    Regards.

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    Answered by bhds on January 07, 2015 at 02:10 PM

    It has now been almost a month since your posting regarding this issue.  Please would you advise what progress has been made by your developers on fixing the DocuSign widget.

    The other signature widgets that you have suggested are not at all suitable for our requirements as it is only DocuSign signatures that are recognised as being legally valid.

    Thank you.

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    JotForm Support

    Answered by Mike on January 07, 2015 at 03:56 PM

    There are no updates as of this time, but the ticket was marked as very important and assigned to one of our developers. We will contact the developer in charge to see if anything can be done.

    Thank you for your patience.

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    Answered by bhds on February 23, 2015 at 09:51 AM

    It has now been over two months since I raised this issue, and there has been no fix to the problem.  I am further concerned that, although a problem has been reported with the DocuSign widget has been reported to you, and that you have acknowledged this problem, this widget is still available for use on new forms.

    Your DocuSign widget was working, but failed in the middle of an extremely important re-registration process in our school.  As a result, we had to rework our re-registration process to work around this failure, and request parents of our students to complete the re-registration form again.

    We were also using the DocuSign widget on an online form for new applications to our school, and we again had to spend time re-working this form.  We also do not know whether potential applicants gave up on applying to our school when the form couldn't be completed; any such failed applications will have resulted in a direct loss.

    "Thank you for your patience" doesn't cut it.  We pay for the service that you provide us, and it is inconceivable that you cannot have any liability in the event of failure a functioning feature that you provide.  Three senior members of staff had to spend time reworking our procedures, and researching our legal position regarding alternative means of electronic signature (DocuSign is legally recognized in Canada as being a legally-binding form of electronic signature).  I am therefore requesting that, as compensation for the time we have to spend as a result of your system failure, you provide us with one year's free subscription to your service at our current level.  This free subscription is to include the one sub-user that you have set up.

    Please confirm that you will be providing this compensation to make up for your failure and distinct lack of progress since the problem was brought to your attention.

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    Answered by KadeJM on February 23, 2015 at 10:57 AM

    We do sincerely apologize about any inconveniences that this may have caused you.

    I do understand the frustration this problem has created for you. We are indeed aware of the issue since you had reported it. A normal temporary solution in these cases would be to use the alternative. Additionally I would like to point out that one of our supporters Charlie had already suggested alternatives for the time being until this issue is fully resolved even though you are deadset on this one since it works best for you as that is understandable. I believe the reason this wasn't pulled from our widget list because we are still looking into fixing it asap.

    Mike has already sent notice to our developer assigned to your issue asking about it's status. I have also done the same just now in another followup notice to attempt to find out what is going on with this on your behalf with a sense of urgency.

    The reason why we do not provide timeframes is because our developers are always working on issues. We do our best to handle these issues as quickly and efficiently as we can but we do not guarantee this because some may take longer than others.

     

    There are many pieces of an issue that can be factored into fully resolving it. And depending on the circumstances it is often part of the reason why issues like this might take longer than expected. I can also reassure you that we do not purposely delay these sort of things any longer than they need to be as everything we do is always handled in a prioritized order.

    As far as your request for a "free years subscription" as compensation for the time lost while trying to use the widget I will need to discuss further with my supervisor on your behalf to gain approval if any.

     

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    Answered by bhds on February 23, 2015 at 02:45 PM

    Thank you for your reply.

    When discussing this matter with your supervisor, please bear in mind that the DocuSign system is the only electronic signature feature that you offer that is considered legally binding.  The re-registration and application forms of ours on which we had started using this widget constitute a legally binding contract with our parents and applicants, hence the attraction of being able to embed the legally recognized DocuSign signature on JotForms.  In any event, the failure of the widget did cause three senior members of our staff to spend time that they would not otherwise have had to spend in sorting this matter out.

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    Answered by bhds on March 11, 2015 at 01:01 PM

    It has now been over two weeks since you stated that you would discuss our request for compensation with your supervisor, and there has been no follow-up.

    This constitutes sub-standard customer service, and I am therefore requesting the courtesy of a reply.

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    Answered by KadeJM on March 12, 2015 at 06:03 PM

    Hello Again bhds, I just wanted return to your thread here and let you know that the delayed response for this since my last reply above was entirely my fault due to a complication on my end. I had sent a message about this to my supervisor which did not arrive as I originally intended and that is the reason for the delay which I understand is inexcusable.

    I'm aware and do know it is been a great deal of time for you over this now and you have more than enough been fair and patient with us during this time.

     

    Please accept my most sincere apologies about this being dragged out any longer than it needed to be. And I want to reassure you that it is now in the hands of my supervisor. Either my supervisor (most likely) or possibly myself will respond to you about this matter as soon as possible once they have finished reviewing your request involving this situation.

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    JotForm Support Manager

    Answered by Jeanette on March 15, 2015 at 11:23 AM

    I can relate to your concern regarding to the DocuSign widget functionality. We wish we could resolve all the fixes on time, but our developers work on a priority basis, meaning that urgent fixes are applied when a widget is affecting a large number of users.

    At this moment, only you have reported the issue with DocuSign. Nevertheless, the ticket is already assigned to a developer, I'll send a message requesting an status update of this ticket. In the meantime, I've granted with 3 months of credit over your yearly subscription.

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    Answered by bhds on March 26, 2015 at 11:00 AM

    Thank you for your reply.

    Your statement that I am the only person who has reported the issue with DocuSign is, quite simply, not true.  This very thread starts with a posting by user bramble reporting the same problem!  I do not have time to search through your support forum to see if there are others who are having the same problem.

    In any event, your support person Mike wrote on 7th January 2015 that this ticket was marked as very important, and passed to the developers.  You are now telling me that urgent fixes are applied only when a widget is affecting a large number of users.  Since, according to you, I am the only person affected by this, and as one is the fewest number of people that can be affected, does your explanation mean that a solution will never be applied, since other problems affecting more than one person may arise and they will be attended to first?

    To recap, the DocuSign widget was working until I reported the problem four months ago.  It is still not working (for reasons that have not been explained), and now I feel that I am being given the runaround when I ask for an expected timeline for a fix to be applied.  I also do not understand why, some four months after the problem was reported, the problem has not been fixed.

    To make matters worse, the DocuSign widget is still being offered as a widget in your form designer, despite the fact that you know this widget to be faulty.

    I do not feel that a 3-month credit is sufficient.  The loss of the DocuSign integration represents a significant loss in value of your service, and I therefore feel that on top of the credit that I have requested there should be a reduction in our monthly subscription fee until such time as you fix this problem.

    Please advise how you now intend to address this matter, and whether this matter needs to be escalated to a Customer Service Manager.

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    JotForm Support

    Answered by Charlie on March 26, 2015 at 12:11 PM

    Hi,

    We apologize for the inconvenience and trouble that this might have caused you. Upon checking the report ticket, the status of it is still "opened". I also see that there are a couple of follow ups that has been done, and our support manager have already replied on this thread. 

    I will make a follow up on this and forward some of your request to our support manager.

    Thank you for your patience and understanding on this matter.

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    JotForm Founder

    Answered by aytekin on March 27, 2015 at 11:06 AM

    As a policy, we do not give credits/discounts because of bugs. Our team will not be able to help you with your credit/discount request. The 3-month refund was given without my consent. I'd have never allowed it if I knew about it. 

    Please do not ask about this any more. If you decide to move onto a different form provider, we can provide a partial refund for the year and close down your account. 

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    Answered by bhds on March 27, 2015 at 11:30 AM

    I find your response utterly shocking, and extremely poor customer service.

    You are fully aware that the DocuSign widget is not working properly, yet you continue to offer it in your list of widgets in your form designer.  I question the ethical, and possibly moral, nature of this.

    It is impossible for you not to have to bear any liability for consequential loss caused by the service that you provide, and your 'policy' cannot alter your statutory liabilities.  Please provide me with a projected date of either (a) when your development team will be able to address this problem, or (b) if you will be removing the faulty widget from your system.

    Please respond to this posting within three business days.

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    JotForm Founder

    Answered by aytekin on March 27, 2015 at 11:34 AM

    There is no way to tell how long it would take us to fix the widget. You should either remove it from your form and/or use a different signature field temporarily until we have a fix. 

     

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    JotForm Support

    Answered by TitusN on August 30, 2016 at 02:42 AM

    The DocuSign widget has been fixed - http://widgets.jotform.com/widget/docusign

    We've also made quite a few updates that make it easier to use. 

    Please give it a try, and let us know. 

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    Answered by Hacf on September 16, 2016 at 03:05 PM

    Everytime I try to authenticate with DocuSign an error message appears. Nothing I have attempted is working at all. Please advise how to proceed? Thank you.