Ryan_Coleman

Sandbox Issues

Tuesday, June 11, 2019 at 03:58am
0 votes
Guys, I sent this to support yesterday but have not heard back from them as of yet. Case Number: CS0005490 I am having the same issue with two packages that are up in the sandbox right now. I am not able to accept the Default Consent document on any signer. Please see the attached jpg image of the error that I'm receiving. Since I am logged in as the Notary account, I am able to see the documents in the edit view and they all look correct. All labels, capture signatures, etc are on the image. After further research we found these items. 1. It appears to only be happening on documents that are being sent via the API. We ran a test by manually uploading the documents. We were able to sign them. 2. It does not appear to be restricted to the Default Consent document. We removed that document from the package and was still not able to get the document signed by the signer. 3. I went back to documents I had uploaded on Friday and I was not able to sign them either. When I was testing on Friday, I did not have this issue. Can someone please take a look at this and see why my borrowers are not able to accept the Default Consent document? PackageId's: 1. 40-WhzyFqBvuVbPspl5Ol_lLUhA= 2. oF6VSOc9Ig1MdJeBxdCd9jRpmrc=
Approved Answer
Ryan_Coleman

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 11:50am
0 votes
Guys, The issue has been resolved. It was due to the format of the Notary License Expiry Date field. Not sure why this was causing a problem, but we did replace the value to what it was before and are now able to sign packages again. Thanks for the help!
mwilliams

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 06:04am
0 votes
Hey Ryan, Unfortunately, only support has access to back office to look deeper into your transactions. If you look at the JSON payload for the transaction, does anything look out of sorts? Could you attach the package JSON for one of the transactions above (with any personal info changed to dummy info)? Also, does this continue to happen with all transactions you create? OR is it limited to the two you posted?

- Michael

Director, Partner and Developer Technologies, OneSpan

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Ryan_Coleman

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 06:24am
0 votes
Michael, I've looked over the JSON and nothing sticks out to me. I've attached the JSON I got back from the API get for you to view. And yes, this continues to happen for any new transaction I create as well as old transactions that I created last week. We've pinged support a few times but have not gotten anything back at all and it is getting very close to the 24 hr mark.
mwilliams

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 06:59am
0 votes
Duo removed your attachment as it seemed to have a valid email to your domain in it as well as captured signature data. To be certain that none of this was real data made available online, we took it off the site. We do have a copy though, for investigation. Duo will likely get back to you, over the next hour or so.

- Michael

Director, Partner and Developer Technologies, OneSpan

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Ryan_Coleman

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 07:14am
0 votes
Thank you. Everything I put up was just testing data that I created on the fly including the handdrawn signatures except for the emails. I appreciate the assistance.
Duo_Liang

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 08:21am
0 votes
Hey Ryan, After a quick test with POSTMAN, I can use my own account with the same payload you provided (only changed signer&notary email since my account also has the four notary fields you set in the package) to create and complete a notarized package as the attachment shows. (but I didn't perform the process to replace the notary's handdrawn signature) Could you use another notary account and try with the same payload? Best, Duo

Duo Liang OneSpan Evangelism and Partner Integrations Developer

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6-11-1.png34.11 KB
Ryan_Coleman

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 09:24am
0 votes
Guys, We did some testing here and we found out that it is only happening when we have a notary on the package. If we send up a package that has only regular signers, it will allow them to sign. We also did try with a different notary account other than mine and got the same issue as before. We've sent the same information to support and are awaiting what they say as well. Again, I appreciate the help on this.
mwilliams

Reply to: Sandbox Issues

Tuesday, June 11, 2019 at 12:18pm
0 votes
Interesting. Thanks for posting back what you found out!

- Michael

Director, Partner and Developer Technologies, OneSpan

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