1. You first want to check that Salesforce user generating the eSign doc is an active user assigned to A5 Signature app following end of activation instructions (as well as A5 Documents app if using this app in your process).
  2. If you are seeing this error message when clicking on eSign agreement link from email, it means it can’t find the eSign doc record via the encoded id or the google doc id. Check if there is an eSign doc record in Salesforce where you can view the link. If unable to find the eSign doc record, it may have been deleted which is why the document could not be found.
  3. If you are able to find the eSign doc record, it could be an issue with the user that granted access to the app under the eSign Configuration tab and you can check that the user that granted access to the app is still “active” and an assigned user if using in Production org.
  4. It is best to grant access to the app under eSign configuration tab a user that is a “System Administrator” or has sufficient permission access to all objects and fields in user.
  5. If user is active and an administrator and error still persists, check the Salesforce sharing rules of the document action object if using with A5 Documents app or eSign doc object. You can check the sharing permissions of that object by going to Setup > Security Controls > Sharing Settings > click to edit Document Action and/or eSign Doc object to be “public read/write.”
  6. If using with A5 Documents app, double check that box is not checked in document action to “auto delete google doc after merge.” You cannot use this feature when using the A5 Signature app since you need the document to exist as it is being sent for eSignature.
  7. If above steps still did not resolve, next step is to check the sharing settings on google doc template and use and if applicable, also the google doc folder that the template is going into. You want to make sure sharing settings are “anyone with link” or shared with the specific users that are using that template and/or google drive folder.