Signer email link does not open document - specified package does not exist

Hi mattsota,

Thanks for the follow up! There are potentially some mistakes in your account settings, if you could fill in a support ticket (by contacting [email protected]) with below information, our support agent could assist you fix the issue (I don't have the permission to directly change your account settings):

Environment: US2 Sandbox

Account Email: [email protected]

Description of issue:

The "Go to Documents" link mistakenly points to US1 production environment. One of the examples is:
https://apps.e-signlive.com/authentication?target=https%3A%2F%2Fapps.e-signlive.com%2Ftransaction%2Fjn-ZUjTzzJFA6WKDeY8rKayFIrY%3D%2Fsign&loginToken=WTQ1SXhteW1xxxZVMW5FczZCOVgwbFNWTkcvY09wSGVZa0dCNWlDckF1U3dpeXZlTG1iWGlscz0%3D

After the preliminary investigation, I found that the "settings.properties" resource in your account has attributes related to the wrong URL, which might cause the issue (you also have other additional settings in "settings.properties", which are not very commonly seen):

\"esl.url.qrcode\": \"https://apps.e-signlive.com/qr/$guid;/$document;\",\n    

\"esl.url.uiresources\": \"https://apps.e-signlive.com/\",\n    

\"esl.url.account.invitation\": \"https://apps.e-signlive.com/signup\",\n    

\"esl.url.forgot_password\": \"https://apps.e-signlive.com/resetpassword\",

Please discuss further with our support agent and see if adjusting these settings could resolve the issue.

Duo

Hi mattsota,

If it's a testing transaction, could you send the link behind the "Go to Documents" button to [email protected] so that I can take a closer look at the issue?

Duo

The email with the link has been forwarded. 

Hi 

Thanks for the information! However I can't find this transaction "AsMKvnC_NNhym0HhHMwWr6M5Z0E=" in the system. You mentioned that you can access the transaction from the UI portal, could you double check if the URL is the same as below one (the package ID is appended at the end)?

https://apps.e-signlive.com/a/transaction/AsMKvnC_NNhym0HhHMwWr6M5Z0E=

Duo

The package ID matches, but my URL does not. I'm trying this through our Dev environment.

https://sandbox.esignlive.com/a/transaction/AsMKvnC_NNhym0HhHMwWr6M5Z0E=

Hi mattsota,

It appears that the link generated in the invitation email contains wrong instance URL! (sandbox.esignlive.com vs apps.e-signlive.com) Quick question:

- Does it happen to all your packages or just this particular one?

- What if from UI, you edit the transaction and send again, will the link be corrected?

Duo

More info for you, that might be helpful.

1. We are setting up Remote Signing, using the API, for the very first time. Brand new functionality. 

2. I'm thrilled the email got sent appropriately, yay! Just the URL seems broken.

3. I see that I can edit the package, but I don't see anywhere I can edit the 'transaction' explicitly, via the portal. 

4. I don't see anywhere in the portal that references the URL. I expected the portal to use the URL that is itself, but if it is specified elsewhere, I'm not seeing it.

Thank you for any assistance, education and clarity you can offer. I'm willing to research what I can on my end.

mattsota,

Could you make a quick try and create a transaction via API again? I can pinpoint an error at your account settings via BackOffice and helped you corrected that, but not sure it's related to your issue.

To your questions:
#3. transaction (new terminology) and package are identical at OneSpan Sign

#4. The link behind the "Go to Documents" is so called Signing URL, in below format:

https://sandbox.esignlive.com/authentication?target=https%3A%2F%2Fsandbox.esignlive.com%2Ftransaction%2FAsMKvnC_NNhym0HhHMwWr6M5Z0E%3D%2Fsign&loginToken=V0xxxzROVk9HYz0%3D

OSS system will first validate the signer with the "loginToken" parameter, then redirect the page to "target" parameter "https://sandbox.esignlive.com/transaction/AsMKvnC_NNhym0HhHMwWr6M5Z0E=/sign"

This redirected link is very similar to your transaction page link "https://sandbox.esignlive.com/a/transaction/AsMKvnC_NNhym0HhHMwWr6M5Z0E="

Duo

Reset everything, but URL in the email still seems to be a mismatch from the sandbox.esignlive.com Portal.

https://apps.e-signlive.com/authentication?target=https%3A%2F%2Fapps.e-signlive.com%2Ftransaction%2Fjn-ZUjTzzJFA6WKDeY8rKayFIrY%3D%2Fsign&loginToken=WTQ1SXhteW1xxxZVMW5FczZCOVgwbFNWTkcvY09wSGVZa0dCNWlDckF1U3dpeXZlTG1iWGlscz0%3D

So we potentially found the issue with the URL mismatch. But the question remains, why is the transaction being sent to "sandbox.esignlive.com", getting emailed out to users with a link to "apps.e-signlive.com"?

The back-end configuration change fixed it. Thank you so much for helping to troubleshoot that!