Cannot Edit or Delete Error

Hi Ryan, I've found your support ticket in our queue and it's not yet assigned to any specialist, it will take another some time before one of our agents reply to you. Besides the support ticket, I also checked the logs per this package for you, and can't find something valuable, because of the facts that remains unknown like when and why the package get back to DRAFT mode. Normally, if you see this "403 Access Denied" error, it means that the package is in not draft mode. So from my assumption, when you were using OS UI, if there's any synchronized call already send the package, it's possible that you see this error: Same to your API attempt. I understand that it's very unusual behavior and it would be more clear if you can have a screenshare with us and reproduce the error. You can send your preferred time to [email protected] and I will send out the zoom invitation. Duo

Duo, For the screen share, are you talking about viewing the package right now in OS or replicating this issue on another package? As of right now, we are not sure what the problem is and therefore cannot replicate the issue. Also the system shows it in Draft mode. When I look at the OS UI it shows draft mode and when I do the API call, it shows draft mode. Are you saying that even though both of these show draft mode, it's not actually in draft mode? Are there any systems logs that can be looked at that show the actions for that specific transactions? I'm just trying to find the reason why it is in the state its in right now.

Ryan, If you can show me how you called the Rest API and received the 403 error, that will work. Because I can confirm the status of package before and after and get an exact timestamp. Duo

Duo, I called the REST API call from Postman. I did a GET call to get the package status and then I did a PUT call to update the package.

Ryan, Our support agents will still work on your ticket, I just bring you with some extra information on our findings. From the log, it looks like your application was trying to: (1)when Role2 completed signing (2)make a PUT call to draft package (3)update signer information for both Role1 and Role2 Since 11.27(release note), once signer started to sign, OneSpan Sign now doesn't allow to change signer's information any more. Therefore your application will receive a 400 error saying:

{
    "code": 400,
    "messageKey": "error.validation.cannotEditSignerAfterSigning",
    "message": "Recipient information cannot be updated because the recipient has already begun signing."
}

My assumption is that your application didn't handle this exception and remained the packages to DRAFT. For the first package you reported, because we found the application DRAFTed the package, updated Signer Information almost at same time when Role2 was still signing, that's why that package had problem send again (like you mentioned above, I guess there's a database mismatch in different tables per package status). You can reply to the ticket thread or here and confirm whether your application was following this process and what exactly is your workflow? Duo

Duo, Is there any way to see what JSON information was being sent when updating the roles? We understand the process and it makes sense, but there were no changes being to these signers at the time of signing.