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Box Sign - "having trouble processing your document"

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Sean Dailey
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We're having some instances where Box users internal to our network are getting an error when clicking email links to complete Box Sign requests. Any guidance as to possible cause? Thank you!

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8 comments

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  • Rona

    Hi Sean,

    Welcome to Box Community and glad to assist!

    I have created a ticket and a member from Product Support will get in touch, please keep an eye out. 

    Thanks for posting!

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  • Anand Natarajan

    Hi 

    Is there a resolution to this issue? When I send the document for signature, the recipient / person that has been assigned to sign is facing the same issue. I have tried sending the document twice, deleted the request and processed a new request, problem persists. Looking for a solution at the earliest please

    Regards

    Anand

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  • Sean Dailey

    We're still waiting on our customer to perform some HTML capture for troubleshooting. We did find that some traffic from our organization to Box was being blocked on one of our firewalls, so also looking at it from that angle. 

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  • Anand Natarajan

    Just wanted to follow up if this issue has been resolved. Could you please update the status here

     

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  • Rafiuddin ,

    Hi, I'm also experiencing this issue. Is there any guidance available to resolve it?

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  • Jonathon Moore

    Hello,

    My colleagues and I are also running into this problem today. Uploading documents to Box Sign is giving us the same error message, and it seems like if document does manage to go through, the recipients have trouble opening it on their end.

    Any help is appreciated!

    Thanks,

    Jonathon

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  • Sean Dailey

    This turned out to be a firewall issue on our side. Adding a rule to allow this traffic fixed the issue.

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  • Jonathon Moore

    Hi Sean,

    Thanks for your help! I'll share your comment with my IT department.

    Jonathon

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