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Few Senders reported that when they set up the Fields such as Signature / Signer Initials they got misplaced from their side however from signer side - the document was fine and can be completed th

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Reply to: OneSpan Sign - Transaction Export & Download Tool - v1.6.9.1

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Hello Duo_Liang,

Backgrouds:

Package 1: 

Owners save the document pictures as PDF files and send to Signer => 

Owner sent the package to signer | signer completed the package |  when Owner clicked to download button it gave them the error: 

{technical":"EsepCommand failed and no fallback available.","code":500,"messageKey":"error.internal.default","message":"Unexpected error. We apologize for any inconvenience this may have caused you, please try again. If the problem persists, please contact our support team.","name":"Unhandled Server Error"}

 

Package 2: 

Owners remove some pdf files ( which were images converted to pdf) sent again => that completed package can be downloaded.

++++++

++++ Checking log +++ 

I see: Done executing an eSEP Call for a transaction

 

++++++++++++

Please let me know if any information you may need for your further advises 

Thank you 


Reply to:

0 votes

Hello Duo_Liang,

 

Thank you for your prompt answer,

 

From the Back Office => Package Json Toggle =>  we can see that one of the documents for the 1st Package the SIZE is Zero  

The 2nd Package all the documents have their own Size Numbers.

 

Unfortunately that 1st Package the customer had signed so we can do nothing but only made the 2nd Package to send to them and they completed.

 

However, I am not too much sure why "Size" : 0 could cause the issue for downloading the package 

{technical":"EsepCommand failed and no fallback available.","code":500,"messageKey":"error.internal.default","message":"Unexpected error. We apologize for any inconvenience this may have caused you, please try again. If the problem persists, please contact our support team.","name":"Unhandled Server Error"}

Issue has been resolved, however if you have any ideas on that issue please kindly give me some hints 

Thank you for your time 


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Few Senders reported that when they set up the Fields such as Signature / Signer Initials they got misplaced from their side however from signer side - the document was fine and can be completed th

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