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hellosign failure messages

Hi,

I'm trying to use dropbox signatures. I've loaded the document and issues it for signing.

Each time someone signs my document, I receive a failure email similar to the one below. I have plenty of space on my dropbox account. Is anyone else getting this issue? I'm concerned about whether my document signing will fail.

Subject: eSignature file couldn’t be saved to Dropbox

Message body: Something went wrong and <FILENAME> couldn’t be saved to Dropbox. But don’t worry. It was saved successfully to your HelloSign account. View document on HelloSign.com

Learn more

Note: filename and link redacted.

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Accepted answers

Megan

Hi @mains, sorry to jump in here!

Is it possible that you might have moved or renamed the Dropbox Sign folder for your Dropbox integration? If so this can break the sync.

To get it synchronized again and ensure that your Dropbox Sign folder is in the right location, we recommend that you deactivate and reactivate the Dropbox integration:

Go to app.hellosign.com and deactivate the Dropbox integration.
Rename your current Dropbox Sign folder on Dropbox to something else (example: HS).
Go to app.hellosign.com and reactivate the Dropbox integration. Please make sure to keep an eye on the syncing email you will receive.
A new Dropbox Sign folder will be created for the sync and the integration should begin behaving correctly.
Confirm the new sync via the confirmation email you receive in your inbox following these steps.

As a general note, documents will appear in the Dropbox Sign folders according to:
Received: people that have emailed/CC'd you on a document
Requested Signatures: Signature requests you sent for signature
Sent: Self-signed docs
Signed and returned by you: Signature requests sent to you that you've signed

Let me know if you have any questions or issues.

All comments

Walter

Hi there @mains, sorry to hear you're having issues with this.

Can you please send us a screenshot of the exact error you're getting so that we can have a visual too?

Also, what plan are you on at the moment?

Any additional information is more than welcome!

mains

Please see attached screenshot of the email failure message with filename redacted. My dropbox account is currently on the basic plan. This is the first time we have used dropbox sign and intend to use it more regularly if successful.

Megan

Hi @mains, sorry to jump in here!

Is it possible that you might have moved or renamed the Dropbox Sign folder for your Dropbox integration? If so this can break the sync.

To get it synchronized again and ensure that your Dropbox Sign folder is in the right location, we recommend that you deactivate and reactivate the Dropbox integration:

Go to app.hellosign.com and deactivate the Dropbox integration.
Rename your current Dropbox Sign folder on Dropbox to something else (example: HS).
Go to app.hellosign.com and reactivate the Dropbox integration. Please make sure to keep an eye on the syncing email you will receive.
A new Dropbox Sign folder will be created for the sync and the integration should begin behaving correctly.
Confirm the new sync via the confirmation email you receive in your inbox following these steps.

Let me know if you have any questions or issues.

mains

Interesting, I think we may have found the issue. There was no HelloSign folder in dropbox and the integration was shown as deactivated.

Interestingly, this was a relatively new dropbox account and I created the signature request via dropbox. I do not recall any warnings that I needed to login to hellosign and manually activate the integration.

Perhaps there is an issue if users have never logged into hellosign and try to use dropbox signatures.