CT Sign F.A.Q.

Here is a list of frequently asked questions divided by category:

CT Sign Control Panel

An error occurred when connecting to DocuSign

  • The «Redirect URI is not registered properly with DocuSign» error occurs on the DocuSign App tab when a user has specified an incorrect URL address in the URL to Publish field for DocuSign Connect.

  • The «Refused to connect to 'https://sign.customertimes.com/api/v1/salesforce/org' because it violates the following Content Security Policy directive: …​ » error occurs when a user tries to connect with DocuSign before the security policy has been applied. Please wait 10-15 minutes after the installation of the CT Sign package before starting to configure the connection to DocuSign.

An error after clicking Send button in the DocuSign tab

In the DocuSign App configuration, add http://localhost:5000/auth/docusign/callback as a second redirect URI and try again.

ctsign two uris docusign

Forms are cleared when connecting the CT Sign app on the DocuSign App tab

Currently, there is no info message about a successful connection.

Template Editor

Template Editor is not displayed

Check the following:

  • The Sign Settings records with the Layout Settings record type are created for the object to sign as well as for the Contact and User objects. On these records, the Read-Only and Required attributes should be specified for all listed fields.

  • The libraries for document and email templates are listed in the Sign Settings records with the Library Settings record type.

PDF Generation on the Salesforce Side

The Form Document button isn’t displayed on the record of the object to sign

The Form Document button should be added to the corresponding page layout.

The list of signatories isn’t displayed

Check the following:

  • The Sign Settings records with the Layout Settings record type are created for the Contact and User objects.

  • The Sign Document button has all required parameters specified.

  • There is a lookup field on the Sign Document object to xref it with the object to sign.

  • The object to sign has the related Contact records.

  • The location of the button is specified in the X-Offset and Y-Offset fields.

PDF Generation on the CT Mobile side

The Sign Document button isn’t displayed on the record of the object to sign

Check the following:

  • The mobile user has access to the templates.

  • Templates have been downloaded on a mobile device.

I can not set up any Sign Setting — the dialog window does not have necessary options, why?

If the Sign Settings functionality does not work properly, check the following:

  1. Go to Users→ Profiles and click on your user profile.

  2. Go to Custom Record Type Settings → Sign Settings and click Edit.

  3. Check that following settings are moved to the Selected Record Types list:

    • Layout Setting;

    • Library Setting;

    • Object Setting.

      If necessary, move them by clicking the Add button.

      custom record types sign settings

  4. Click Save.

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