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Dropbox Sign Stuck on "Preparing documents..."

I'm trying to send a PDF for signature via Dropbox Sign. It is rather large - 130 MB and 192 pages. I have already uploaded it to Dropbox. Every time I try to set it up to be sent for electronic signature, after I put in the name and email address of the signer, it gets stuck on the "Preparing documents..." page indefinitely. I tried on another browser that I never use, and the same thing happened. How can I get it to work? Does Dropbox Sign only work with small documents?

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Accepted answers

Jay

Hi @AL25, thanks for bringing this to our attention.

It's possible that the file size is too large, as the maximum supported size if 40 MB or 500 pages.

Are you able to reduce the size of the document to see if this helps?

This will help me to assist further!

All comments

Jay

Hi @AL25, thanks for bringing this to our attention.

It's possible that the file size is too large, as the maximum supported size if 40 MB or 500 pages.

Are you able to reduce the size of the document to see if this helps?

This will help me to assist further!

Ginamarie295

I have the same issue with a document that is only 1.8 MB, stuck on the “preparing your signed document page…” for about half an hour now.

Jay

Hi @Ginamarie295, could you try switching browsers to see if this helps?

Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.

kbbio

I have tried in various browsers (Chrome, Safari including incognito mode).

Also, in case of troubling with the Wifi, I used a personal hotpot to see how it works.

Somehow, nothing has worked so far with the signature service. (Indefinite preparing documents sign.)

The file size is definitely under 2MB, didn't work on a word file, PDF file either.

Please guide me what and/or how to solve the problem.

Walter

Hi there @kbbio - thanks for bringing this to our attention.

Since this issue persists across different browsers and on other networks, I'd recommend getting in touch with the team for further assistance.

You can reach out to the Dropbox Sign team through this form.

Let us know of any updates!

kbbio

Yes, I requested a technical difficulty inquiry about the issue 2 days ago, but have not received any reply yet.

Since this issue constantly disturbs our work-flow, I have searched the thread and posted a tag.

Walter

I see, thanks for keeping us in the loop @kbbio

Could you maybe share your ticket ID so that we can look it up in our system too?

kbbio

Ticket 22891116: TEAMS: Signature error

Currently, we are on this case and replied Email and Dropbox help center enquiry log.

Walter

Thanks for the ticket number @kbbio - much appreciated.

I was able to locate it in our system and passed your comments on to the expert who's handling your case.

They should be getting back to you soon, but please let us know if you have anything else to add in the meantime.

pixi2

Sadly there is no dislike icon on this. I have the same issue and I have the urge of pressing it on the last ans^H^H^H reply..

pixi2

Wait a sec. Why is this flagged as solved? Which part of the problem has been solved by "bringing it to the bots attention" and forwarding it somewhere? I love Dropbox... A never-ending source of pure happiness and joy.

TonyEnglund

Any news to this? I have a few users with this issue, and it's been ongoing since about 6 months. Nothing seems to work..

Walter

Thanks for the nudge on this @TonyEnglund

Since you're still affected by this, would it be OK if we reached out via email to have a further look internally?

TonyEnglund

Thanks for the reply @Walter . I created a new ticket (23450280). The support ppl wants some screen recordings to take steps forward, so hopefully i'll manage to get those tomorrow.

Megan

Awesome, thanks for the heads up @TonyEnglund!

If you need anything else, or if you have additional info please let me or the agent working on your case know.

Audioflow

Hi! For Dropbox Sign, A single uploaded file cannot exceed 40MB in size and a single request cannot exceed 500 pages.