Troubleshooting

Occasionally while using Nintex eSign an error will occur, displaying an error message that includes an error code. Some of these error codes can be solved through your own actions, but most require the assistance of support if the issue continues to persist.

See the errors listed below for information on how to troubleshoot them.

This error occurs when a networking timeout occurs. In most cases this means there was a brief interruption when trying to talk to the servers to complete the current action.

For example, you try to save an account but the page does not refresh and no save happens. After a few seconds you receive the error code "KWTW9". That means there was a timeout while trying to save the account due to an interruption in trying to reach the Nintex eSign servers.

Before attempting to resolve the issue confirm the following:

  • Confirm that your device is connected to the internet.

     

This error can be resolved in the following ways:

  • Refresh your browser and try the action again.

     

For other error codes, they may require the assistance of support if the issue persists. In this event you may need to submit a support request that includes the error code you received and any additional detail you can provide on how you received the error.

When submitting a support request, use the following steps to ensure the most information is provided which can result in earlier resolution time.

  1. Email support at support@nintex.com.

  2. In the subject line include a brief description of the issue and include the error code you received.

    Example: "Received error code XFG3GH - Cannot add jotblock to template".

  3. In the body of the email include the steps you followed in order to receive the error code.

  4. If possible, take a screen shot of the error code and include image in the body of the email message.

  5. Send out the email.