Troubleshoot DocuSign Integration

This section provides troubleshooting guides and information regarding issues surrounding the classic and lightning versions of the DocuSign integration. Before troubleshooting specific issues it is important to make sure that appropriate setup has been done inside of DocuSign.

Note: The troubleshooting presented in this guide mostly refers to issues with regards to the Lightning version of the DocuSign integration. If you are trying to troubleshoot issues with the Classic version of DocuSign integration, refer to Issues with Classic DocuSign after upgrading Nintex DocGen.

DocuSign Prerequisites

Before DocuSign can be set up and used with Nintex DocGen, several prerequisites must be set up inside of DocuSign. Ensure that the following has been configured and set up:

  • The DocuSign App Launcher must be installed

  • Admin Tools must be purchased and configured

  • Create and setup a DocuSign Organization

  • Users who need to send out packages using DocuSign need to be added to the User Management List inside of DocuSign

Authorization issues

When first setting up DocuSign through the integrations screen in Nintex DocGen, you may encounter an error when clicking the Authorize button.

Client ID provided is not registered with DocuSign

When clicking Authorize you receive this error:

Check to make sure you have the proper environment selected in your DocuSign integration options.

There are two options to select:

  • Live

  • Demo

This error appears when you have the incorrect environment selected for the credentials that you are using.

You are not an organization admin. Please contact your DocuSign Administrator.

If you receive the following error the most common cause is that a DocuSign Organization has not been set up within DocuSign or that your account is not properly linked to the DocuSign Organization.

Follow these steps to troubleshoot:

  1. Open the DocuSign App Launcher (DAL).

  2. Make sure "DocuSign eSignature" is displayed in the top left of the screen.

  3. Click the Settings option.

  4. Click the dots icon next to DocuSign eSignature and ensure that the Admin option appears. If the Admin option does not appear, continue to Step 5. If Admin does appear, skip to Step 6.

  5. If Admin Tools has been purchased and is an active license on your DocuSign account, a message should appear in the Settings menu asking you to configure Admin Tools and set up an organization. Follow these steps to create a DocuSign Organization. If this set up option does not appear and you have Admin Tools purchased, you will need to contact your DocuSign admin or DocuSign support.

  6. Check to make sure an organization has been created. In the menu on the left select the Features option.

  7. In Features, click Organization Details.

  8. Organization ID, Organization Name, and Organization Details fields should all contain information.

  9. If a DocuSign Organization has already been set up, and you are still receiving the error, it most likely means that your account is not linked to the DocuSign Organization. For more information on how to add or link a user to a organization, see the DocuSign documentation.

There is a problem with your DocuSign credentials: One or both of Username and Password are invalid. A UserName was not specified.

If you receive an error stating that your DocuSign credentials are incorrect and that a username is not being specified the most likely cause of this issue is that the DocuSign Launcher has not been set up in the DocuSign Launcher tab.

Resolution:

In order to resolve this issue, the DocuSign Launcher must be configured in the DocuSign Launcher tab. Additionally you can log into a Demo environment to test the configuration by opening the Additional Options drop-down and selecting the Demo environment option.

Issues with Classic DocuSign after upgrading Nintex DocGen

In some cases you may run into issues with setting up, or running Classic DocuSign after upgrading Nintex DocGen.

Invalid Username and Password when using Sign On Behalf Of

In some cases users might run into an issue when trying to run a Document Package when using the Sign On Behalf Of option for the Classic DocuSign integration option. The most common cause of this issue is that the option for Sign On Behalf Of is being provided with the username and password, and only requires that the username be provided when filling out the user details.

Follow these steps to troubleshoot:

  1. Open the DocuSign delivery options integration that was set up using Sign On Behalf Of.

  2. In the User Details section, remove the password from the password field.

  3. Click Save.

  4. Users should no longer receive an error when trying to set up a Document Package using the DocuSign delivery option.

Envelope Status is not appearing in Nintex DocGen

If Envelope Status is not appearing in Nintex DocGen after setting up the DocuSign integration, the most common cause is that Salesforce is not connected to DocuSign. Confirm that Salesforce appears in the Connected apps section of DocuSign.

Follow these steps to troubleshoot:

  1. Open the DocuSign App Launcher (DAL).

  2. Make sure you have DocuSign eSignature displayed in the top left of the screen.

  3. Click the Settings option.

  4. In the Integrations section, select the Connect option.

  5. Once the Connect section loads you should see one or more row items appear depending on your setup and other integrations you have connected. Ensure that the Salesforce appears as a connected row item. If Salesforce displays, skip to step 7.

  6. If Salesforce is not displayed in this list, then it needs to be added as a configuration item and set to Active. For more information on how to add Salesforce as a connection, begin at step 3 on the DocuSign documentation page.

  7. Once Salesforce has been added, click the Actions menu and select the Edit option.

  8. In the Trigger Events section, make sure that all events under Envelope and Recipient events are marked with a checkmark. If they are not marked, click each box to enable each event trigger.

  9. In the Connect Objects section ensure that "DocuSign Envelope" appears as an object. If "DocuSign Envelope" does not appear, then it needs to be added as an object. For more information on how to set up a new object, see the Connect Objects section of the DocuSign documentation.

  10. Once the DocuSign Envelope object is connected, click the Actions menu and select the Edit option.

  11. In the Attachments section, ensure that Attach DocuSign Envelopes box is marked with a checkmark. If it is not marked, select the box to enable the option.

  12. In the new options that appear, select Document Name in the Filename field.

  13. Select Document - one per PDF in the Contents field.

  14. Once these settings have been configured, ensure that the object is set to active. If the object needs to be activated, click the Active Object button.

  15. Once finished, click the Save button.

Envelope Status should now appear inside of Nintex DocGen for any new packages sent out. Note that this is not going to act retroactively and will only show new packages and not any sent prior to Envelope Status being active.