Level 4

Question

Docusign issues - Blank screen

Forum|Forum|6 years ago
March 12, 2020
6 replies
18 views

Any one else having issues with Docusign today? Proseries seems to calculated the returns and show the output but when the normal screen for the transfer information comes up its a blank white screen???

This topic has been closed for replies.

C

ctalleycpa

Level 3

Yes I'm experiencing the same thing. I have a call in to technical support, we'll see how long it takes for them to call me back!

S

sagarcpaAuthor

Level 4

I spent an hour with support yesterday. The end fix was to download an update to Internet Explorer to the latest version. You might try while you are waiting for them to call you back.

D

Dgood

Level 2

I HAVE THE SAME ISSUE TODAY. HAVE NOT CONTACTED SUPPORT.

H

h burba

Level 2

This is an ever recurring problem with the Intuit / Docusign API

Just sign into Docusign.com with your Proseries credentials and click NEW ...Send an Envelope.

Upload the 8879 and draft tax return
Under "Add Recipients.... More...Add access Authenication from the drop down select ..Knowledge Based$...

Follow the prompts

S

SFBacct

Level 4

We pay a lot of money for these programs and when they don't work it is terribly aggravating! I have tried everything and still get the blank screen. I shouldn't have to sign into Docusign account and upload the draft copies when I paid to have it work correctly.

Any word on when they will fix this glitch?

C

ctalleycpa

Level 3

Amen, Friend! I don't think that they think this is actually a problem, so we may have to keep badgering them for a solution. Although with all the craziness going on in the world right now, good luck getting hold of anybody.

H

h burba

Level 2

Please retweet or tweet for assistance...they need to fix this as soon as possible.

A

Ac101

Level 2

Just deleted all cookies, history, password, etc... in internet explore.

Click on the gear icon, in internet explorer, then "internet options". Under the general tab there is a button under the Browsing history section named "delete". Click that and check all the boxes, then click the next delete button.

I am sure you just have to delete the cookies and history but I deleted everything... then it worked for me.

Good luck

C

ctalleycpa

Level 3

During my hour of tech support (talked about in an earlier post) clearing history and cookies was one of the strategies I tried, all to no avail! Still not working! I would love to get some actual work done instead of all this troubleshooting.

J

jk2

Level 4

This is very frustrating....especially when we are trying to limit the traffic in the office. You just never know when it will work or not.

S

sagarcpaAuthor

Level 4

EXTREMELY FRUSTRATING...One thing I have noticed in all this troubleshooting is when you finish a return and are ready to transmit to Docusign, first close ProSeries and then open again and before you do anything else go to EF Homebase and attempt the Request. This has worked for me a couple of times...I have been saving three or four returns before attempting just to limit my frustration! It seems if you get one to go you can do more right after...

S

snappy

Level 4

On my end, it appears to be fixed!

I received a Proseries update on Friday, March 20th and have since completed 2 DocuSigns with no problem. Everyone update the software to see if that corrects the problem and best of luck.

It was a trying 7-8 days with no DocuSign and most clients wanting to sign remotely.

A

Art Robinson WAMS

Level 3

Just detected this; why is browser compatibility EVER an issue. It's the same internet !!

S

SFBacct

Level 4

Deleting the browsing history doesn't seem to work anymore. It may have just been a coincidence. I kept getting the blank screen and error and finally called Intuit support and she had me reinstall the entire program again. That seemed to fix it for awhile but then it went back to doing that again. I have had to refresh updates and restart my computer to get it to work, but it doesn't work each time. This is really baffling and I am extremely disappointed that neither Docusign or ProSeries have issued any sort of information about this. With all of the money we spend on these tax programs you would think they would have fixed this issue by now, given us some guidance or at least let us know they are working on it. With all of the stress we are under trying to help our clients through this rough time and navigating the CARES Act, etc. and still trying to get tax returns done it really feels like Intuit isn't supporting us.

S

sagarcpaAuthor

Level 4

I agree with all of you. Have had all of the issues (blank screen, url error, can't process at this time, can't refresh the dashboard) and due to the social distancing thought that Docusign was going to be a great alternative. It has done nothing but add to the time it takes to finish a return. I intend to have a serious conversation with ProSeries as soon as tax season is over. I don't want to call now and take the place of someone that they may be able to help for other issues but for the money spent on the program and the Docusign charge this should be solved by now or at least an alert acknowledging that there is an issue...The process was working perfectly until three weeks ago when I started this thread. Our clients need us for more important things right now! Not deleting browsing history (BTW I don't use IE for browsing anyway), installing updates that take 15 minutes each time, open and closing the program etc) each time I want to send a Esignature request. The silence on this issue from Intuit is probably most frustrating. They just might have lost a customer that has been using ProSeries since 2007...

D

DRBEA

Level 4

Everyone needs to look at this issue - it has been going on since early March - and it is still not fixed! It has been reported over and over again. I was told yesterday that I am on some kind of email list that I will be told when the fix has been made.

Has anyone else been told this? How else are we supposed to get returns signed when we cannot meet with our clients due to the virus?

As usual, ProSeries (Intuit) doesn't think this is a serious enough problem to address immediately! They are too busy with their TurboTax business!

M

maggie44

Level 2

I spent 2.5 hours on the phone yesterday with tech support with no solution. I too was told I would eventually get an email when the problem was resolved--and that I should just keep trying because the white screen problem was intermittent . Very frustrated!

S

snappy

Level 4

I have used DocuSign for TY 2018 two times in the past 7 days and it works flawlessly as it did all of 2019. In fact, TY 2018 and prior tax years have always worked just fine as I have been using it for about 5 tax seasons now.

This new DocuSign integration for TY 2019 was working fine up to around March 12/13th when there was a ProSeries update that put it into a tail spin crashing to earth!

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