Troubleshooting
Troubleshooting
Diagnose upload, preview, delivery, signing, webhook, authentication, and deployment problems.
All Signa users and operatorsAs needed
Before you begin
- Access to the affected record and relevant server logs
What you will complete
- A narrowed cause and a safe next action
Document preview is unavailable
- Wait for processing to finish and reload the template once.
- Confirm the source is not password protected, XFA-only, or corrupt.
- Export a standard PDF and upload it again.
- Check backend PDFium processing logs and storage read/write errors.
- Verify the generated preview URL is reachable from the browser.
Email or SMS was not delivered
- Confirm SMTP or Twilio is configured and the provider test succeeds.
- Inspect submission activity for queued, delivered, rejected, or bounced events.
- Verify the recipient address or international phone format.
- Resend from the existing submission after correcting the cause.
API request fails
- 401: send a valid key as X-Auth-Token and check whether it was rotated.
- 403: add the required permission or use the correct team context.
- 404: verify the account owns the resource and the ID is correct.
- 422 or 400: compare the payload with the API reference and template schema.
- 429: honor Retry-After and apply bounded exponential backoff.
Embedded signing does not load
- Use a browser-reachable HTTPS host.
- Check Content Security Policy, frame ancestors, mixed-content, and CORS errors.
- Confirm the signing slug is valid and not completed or expired.
- Pin a compatible SDK/script version.
Collect useful diagnostic information
- Signa version and deployment method
- Affected template, submission, or webhook ID
- Timestamp and timezone
- Browser and operating system
- Sanitized request/response and relevant logs
- Exact steps to reproduce without document contents or secrets
Never include API keys, passwords, private signing links, certificate private keys, or unredacted customer documents in support messages.