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Unable to Send Signature Requests

  • June 12, 2026
  • 1 reply
  • 177 views
J

I have a business account in Box.  I upload my document to Box and insert the signature fields with the person designated to sign.  When I click “Send Request”, it appears to start the process but then the request is not submitted.  The document remains on the page - there is no error message and no indication that my browser blocked the request.  I checked the requests folder and the sign request has not been added to the folder.  I have cleared my browser cache and tried it in another browser, but still cannot send the signature request.  

 

Is this an issue with Box.com today?  I have not had this issue before.

 

Thanks!

Best answer by Jey Bueno Box

👋 Hi ​@JenA, welcome to the Box Community!


There are two primary reasons why clicking “Send Request” in Box Sign appears to start the process but fails to submit without showing an error message or browser block:

  1. Information Barriers (Security Restrictions):
    If you or your designated recipient(s) are placed in conflicting segments due to an Information Barrier configured by your organization, Box Sign will silently prevent the request from being sent. When this occurs, the request is blocked on the server side, meaning your browser will not show a block notification, and no error message is displayed on the page. You will need to contact your Box Administrator to verify if any Information Barrier policies are restricting communication between you and the recipient.

  2. Watermarked Files or Folders:
    Box Sign treats watermarking as a strict security restriction. You cannot initiate a signature request from a watermarked file, nor can you save the request to a destination folder that has watermarking enabled. If either the source document or the target folder is watermarked, the submission process will fail to complete. Ensure that both the document and the destination folder are completely free of watermarks.

If the issue persists, please submit a ticket to our Product Support. Please include the file name & location, timestamp + email used to send, screenshots of the Send screen, browser console/network capture, and whether the file has any Box Shield restrictions or is watermarked/locked. Thank you!

    1 reply

    Jey Bueno Box
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    • Jey Bueno Box
    • Community Manager
    • Answer
    • June 15, 2026

    👋 Hi ​@JenA, welcome to the Box Community!


    There are two primary reasons why clicking “Send Request” in Box Sign appears to start the process but fails to submit without showing an error message or browser block:

    1. Information Barriers (Security Restrictions):
      If you or your designated recipient(s) are placed in conflicting segments due to an Information Barrier configured by your organization, Box Sign will silently prevent the request from being sent. When this occurs, the request is blocked on the server side, meaning your browser will not show a block notification, and no error message is displayed on the page. You will need to contact your Box Administrator to verify if any Information Barrier policies are restricting communication between you and the recipient.

    2. Watermarked Files or Folders:
      Box Sign treats watermarking as a strict security restriction. You cannot initiate a signature request from a watermarked file, nor can you save the request to a destination folder that has watermarking enabled. If either the source document or the target folder is watermarked, the submission process will fail to complete. Ensure that both the document and the destination folder are completely free of watermarks.

    If the issue persists, please submit a ticket to our Product Support. Please include the file name & location, timestamp + email used to send, screenshots of the Send screen, browser console/network capture, and whether the file has any Box Shield restrictions or is watermarked/locked. Thank you!

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