This article explains the features of the new LegalOn. For information on the current version’s product features, please refer to this page.
Check the error message and follow the instructions provided.
This article explains how to troubleshoot errors that may occur when integrating DocuSign, the e-signature service, with LegalOn.
Check the section below for where the error occurred (in LegalOn or in DocuSign) and review the displayed error message.
If the error occurred in LegalOn
“Failed to link ‘Import setting name.’ Please confirm that the DocuSign user’s default account has a DS Admin role.”
This error appears when the linked user does not have a DS Admin role.
Check the user’s permissions by following the steps in [View or edit a User | DocuSign], and change the permission level to DS Admin if necessary.
“Failed to link / pause / resume / edit / delete. Try again later.”
“An error has occurred. Try again later.”
“Failed to authenticate with DocuSign. Try again later.”
A temporary network issue may have occurred. Wait a few minutes, then try the operation again.
“The selected workspace cannot be chosen because it has been deleted or you no longer have permission.”
The workspace or folder set as the [Import destination] may have been deleted or your access permissions may have changed.
Check the sharing settings of the relevant workspace or folder from the [Workspace] settings screen.
“Failed to link ‘Import setting name.’ Reauthenticate with DocuSign and resume integration.”
An authentication error may have occurred due to one of the following reasons:
LegalOn authorization was revoked in DocuSign.
The linked user’s password was changed in DocuSign.
The linked user (or account) was deleted in DocuSign.
In this case, the integration will be stopped automatically.
To restore the connection, choose one of the following methods:
Resume integration by following the steps in [Pause or resume e-signature service integration].
(*) You can resume only if the integration status shows [Integration error] in the settings screen.Delete the current integration using “Delete e-signature service integration settings,” then reconfigure it by following the steps in [How to Integrate with DocuSign].
Change the linked user following [Change integration user].
If the error occurred in DocuSign
“Invalid email and/or password”
If this error appears, follow the steps below in order:
Step 1: Confirm that the entered email address and password are correct.
The email or password may be incorrect. Verify your registered email and password.
If you’ve forgotten your password, reset it by following the steps in [Reset Your Password | DocuSign support].
If the issue persists, proceed to Step 2.
Step 2: Check the DocuSign account permissions.
The required DS Admin role may not be assigned.
Verify the permissions by following [View or edit a User | DocuSign], and change them to DS Admin if necessary.
If the issue persists, proceed to Step 3.
Step 3: Confirm that the linked user account is active.
The linked user may have been closed or deactivated.
Check the account status in the DocuSign settings and reactivate it by following the [Reactivate Email Archive Addresses | DocuSign support] steps.
If the issue persists, proceed to Step 4.
Step 4: Confirm that the linked user has completed email verification.
The linked user may not have completed email verification.
The user should complete the process by following the steps in [How to active your account | DocuSign support].
If the issue persists, contact the support team.