- Refresh your user’s app authorization with A5 Signature app by going to eSign doc configuration tab and clicking “grant access” button to refresh authorization. Typically the user that grants access to the app under eSign configuration tab is a “System Administrator” or has sufficient permission access to all objects and fields in user. The refresh in app authorization may resolve the error though if not, please continue to next troubleshooting steps below:
- If you are seeing this error message when clicking on an eSign agreement link from email, it means it can’t find the eSign doc record via the encoded Id or the Google Doc Id. A common cause for this is because the document has been deleted. Check if there is an eSign doc record in Salesforce where you can view the link. The url link to view the document contains the encoded Id. So, you should copy that Id from the url and search for it in Salesforce. If you’re unable to find the eSign doc record, it may have been deleted, so try checking the recycle bin.
- 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.
- 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.”
- 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.
If the above steps still do not resolve, the next step is to check the sharing settings on the Google doc template. The only way this would be an issue is if someone sent the eSign doc with the correct permissions but then later changed the permission settings. Locate the eSign doc record then click to view the Google Doc using the link ‘view document’ on the eSign doc record to open the Google doc. Then, verify that the permission of that Google doc is “Anyone with the link can view ” by pasting the link into an incognito / private mode window to ensure the Google doc is accessible.