DocGen & eSignature – Troubleshooting and FAQ Guide

The “Disconnected or Canceled” error generally occurs when the connection between the Browser and the DocGen/eSignature service is interrupted.

Common causes include:

• Temporary network connectivity issues occurred.

• The browser session has expired or been disconnected.

• Browser pop-ups, cookies, or third-party content are blocked.

Recommended action:

Send New Document to Signer.

The aura:systemError error indicates that Salesforce encountered an unexpected server-side exception while processing the Lightning/Aura request.

Possible causes include:

• An Apex exception or unhandled error.

• Governor-limit or transaction-related failures (In most of the cases related to Document size).

• Incorrect or missing Salesforce configuration.

• Temporary Salesforce or DocGen service issues.

Recommended action:

Check the Salesforce debug logs for the affected user and reproduce the issue. The underlying Apex exception or error message in the debug log usually provides more information about the root cause.

If the issue occurs only with a specific record or template, compare it with a working record/template to isolate the configuration or data issue.

The signing page may fail to load when the browser cannot establish or maintain the required connection to the eSignature service.

Common causes include:

• Browser cache or cookie issues.

• Browser extensions interfering with the page.

• Network/firewall restrictions.

• An invalid signing link.

• Site guest user not assigned license

• Site guest user not having required apex class / VF Page access.

Recommended action:

1. Open the link directly in a browser

   • Try opening the signing link directly in your browser.

   • If the link opens successfully, the issue is likely specific to the signer’s browser or environment.

2. Check whether the issue occurs on your end

   • If the link does not open on your end either, the issue is likely related to configuration.

   • Open the browser's Developer Tools → Console and check for any errors.

   • If a configuration-related error is found, discuss it with the SME for further investigation.

3. Check for an Unauthorized error

   • If there is no console error but the page displays an Unauthorized error, verify whether the Site Guest User has been assigned the required license for the DocGen & eSign application.

4. Verify permissions

   • If the required license is already assigned, verify that the Site Guest User has access to:

     • Required Visualforce Pages

     • Required Apex Classes

5. Check Apex Debug Logs

   • If all the above checks are correct and the issue still persists, enable/check Apex Debug Logs for the Site Guest User.

   • Reproduce the issue and review the logs for the underlying exception or configuration error.

If another user can successfully sign the same document, the issue is likely specific to the affected user's browser, session, network rather than the document itself.

Check the following:

1. Clear browser cache/cookies or use a private/incognito window.

2. Try another supported browser.

3. Disable browser extensions that may interfere with the signing page.

4. Check whether the user's network/firewall is blocking the signing service.

If refreshing the page does not resolve the issue, avoid repeatedly refreshing the same session.

Follow these steps:

1. Capture the exact error message.

2. Note the Salesforce record and document/template involved.

3. Retry the operation.

4. Test using an incognito/private browser window.

5. Test with another browser.

6. Test with another user, if possible.

7. Determine whether the issue occurs for all documents or only a specific document/template.

8. Check Salesforce debug logs if the error is a server-side/Apex error.

If the issue is consistently reproducible, provide the error message, affected record, template, user, timestamp, and reproduction steps when escalating the issue.

Use an isolation approach:

The objective is to change one variable at a time—user, record, template, browser, or signing process—until the failing component is identified.

If the signer accidentally selects Decline, the signing transaction may be marked as declined and cannot normally continue as if the signer had never declined it.

Recommended steps:

1. Confirm that the document was accidentally declined.

2. Check the current document/eSignature status in Salesforce.

3. Create/send a new signing request.

4. Provide the signer with the new signing link.

5. Ask the signer to review the document carefully before selecting Sign or Decline.

The exact recovery option depends on the eSignature provider and the current status of the signing transaction.

• On the Document Workflow page, use the Void button to void the document.

• If the Void button is not available:

  • Check the Document Workflow Page Layout and add the Void action/button.

  • In Object Manager, verify that the installed DocGen & eSign package version is 1.25 or later.

• Alternatively, you can manually update the Document Status to Document Voided using the Path or the corresponding Status picklist field.

eSignature & Digital Signature

A digital signature uses a digital certificate and cryptographic technology to verify the identity of the signer and ensure that the signed document has not been altered.

The digital certificate is issued by a trusted Certificate Authority (CA) and links the signer’s identity to their public key. During signing, the signer uses their private key to create the digital signature. The recipient can then use the corresponding public key to verify that:

• The signature was created by the holder of the associated private key.

• The digital certificate is valid and trusted.

• The document has not been modified after it was signed.

For more information on the difference between eSignature and Digital Signature, refer to the eSignature vs Digital Signature Guide.

Use a digital signature when stronger cryptographic assurance and document integrity are required.

Digital signatures are particularly useful when:

• The authenticity of the signer needs to be cryptographically verified.

• Document integrity is important.

• The organization requires certificate-based signing.

• Regulatory or compliance requirements call for stronger authentication.

• It is important to detect whether the document has been modified after signing.

When Should I Use an eSignature?

Use an eSignature when the main requirement is to collect a user's electronic consent, approval, or signature through a simple signing workflow. It is suitable for most standard business documents where certificate-based signing is not required.

Examples: Sales agreements, employment offer letters, NDAs, customer consent forms, purchase orders, service agreements, and internal approval documents.

When Should I Use a Digital Signature?

Use a Digital Signature when stronger signer authentication and cryptographic verification of the document's integrity are required. It is appropriate for documents where you need to verify the signer's identity through a digital certificate and ensure the document has not been modified after signing.

Examples: Financial agreements, regulatory/compliance documents, government forms, legally sensitive documents, and high-value contracts that require certificate-based signing.

For more details, refer to the eSignature vs Digital Signature Guide.

A digital signature uses cryptographic hashing and the signer's private key to create a signature associated with the document.

When the document is subsequently validated:

1. A hash of the signed document is calculated.

2. The signature is verified using the corresponding public key.

3. The calculated document hash is compared against the signed hash.

If the document has been modified after signing, the verification can fail because the document's content no longer matches the information that was originally signed.

Therefore, a valid digital signature provides evidence of document integrity and helps detect unauthorized modifications.

The choice between Word and PDF templates depends mainly on document complexity, data looping, signer requirements, and whether users need to edit the generated document.

Recommended Approach for Highly Dynamic Documents

When the document is highly dynamic and you also need to provide users with editable fields before signing, a Word template combined with a Flow-based eSignature process is recommended.

The document can first be generated using the Word template, and then the Send Document for eSignature Flow can be used to dynamically configure the signers and fields at runtime.

For the detailed implementation, refer to the Send Document for eSignature Flow Guide. (cloudmaven.atlassian.net)

If Child Mapping does not appear in a PDF template, first verify that the child relationship and field mappings have been configured correctly.

Check the following:

1. Confirm that the child object/relationship is correctly configured.

2. Verify that the required child fields have been mapped.

3. Confirm that the parent-child relationship is valid.

4. Check running query in developer console if possible or check manually if child records exists.

5. Save the mapping configuration.

6. Refresh/reopen the template configuration.

7. Verify that the user has the required Salesforce permissions for the parent and child objects/fields.

8. Test with a simple child relationship to determine whether the issue is related to the configuration or the specific mapping.