We have a user who is using DocuSign in box but is running into some strange behavior. This is what she is experiencing: Steps:I open a document, click the DocuSign icon in Box, it opens a box to initiate DocuSign and shows the folder and where its pulling from. I send out for signature. Then I close out of the document in Box and go into a different document and click the DocuSign link, it pulls the information from the first document that I submitted. I must fully close out of Box and go back in for it to ‘reset’ and use the correct document. Is there any way to fix this behavior? Thanks!

Hi @lwallace,Welcome to Box Community!I understand that your user is having an issue using DocuSign.In order to help me rule out a browser-related issue, do you mind confirming the following?What browser are you currently using?Please note: Box’s supported browsers and versions can be found in this article.Is this behavior consistent on all browsers and networks?Please try clearing your browser's cache and cookies Try resetting your association using the following steps:Open yourAccount Settings, under your name or profile picture in the top left corner.Open theIntegrationstab.You will see a list of apps linked to your account. FindDocuSignand clickReset Association. You will need to re-enter your credentials upon next using the integration.We look forward to have this resolved as soon as possible.

Question

DocuSign in Box

Forum|Forum|7 months ago
May 7, 2025
3 replies
141 views

L

lwallace
New Participant

We have a user who is using DocuSign in box but is running into some strange behavior.

This is what she is experiencing:

Steps:

I open a document, click the DocuSign icon in Box, it opens a box to initiate DocuSign and shows the folder and where its pulling from. I send out for signature.
Then I close out of the document in Box and go into a different document and click the DocuSign link, it pulls the information from the first document that I submitted.
I must fully close out of Box and go back in for it to ‘reset’ and use the correct document.

Is there any way to fix this behavior?

Thanks!

J

Jill
Community Manager
Forum|Forum|7 months ago
May 7, 2025

Hi @lwallace,

Welcome to Box Community!

I understand that your user is having an issue using DocuSign.

In order to help me rule out a browser-related issue, do you mind confirming the following?

What browser are you currently using?
Please note: Box’s supported browsers and versions can be found in this article.
Is this behavior consistent on all browsers and networks?
Please try clearing your browser's cache and cookies

Try resetting your association using the following steps:

Open your Account Settings, under your name or profile picture in the top left corner.
Open the Integrations tab.
You will see a list of apps linked to your account. Find DocuSign and click Reset Association. You will need to re-enter your credentials upon next using the integration.

We look forward to have this resolved as soon as possible.

Like

S

Sara B
New Member
Forum|Forum|7 months ago
May 13, 2025

There are several in my organization who are also experiencing this same issue. Below are all the steps we have taken to resolve the issue so far.

Using Chrome, Firefox, Edge - they all have the same issue
This is happening on multiple networks
Clearing cache and cookies on all browsers
Resetting the Docusign/Box association for multiple users
We also contacted Docusign and were given the reply below.

It seems the error is originating from the Box User Interface. Have you had a chance to contact the Box support team?

I had also the opportunity to check our internal logs and I'm seeing an issue related to your listener. Here's the error message: :: Error - The remote server returned an error: (500) Internal Server Error.

Based on this error message, it confirms that the issue is coming from your Listener, which is Box. The error indicates that something is blocking communication with Box, possibly due to server downtime or another issue on their end. My best recommendation for now is to reach out to the Box support team and inform them about the error you're encountering.