Frequently Asked Questions

E-Signature Related Issues

• Issue 1: E-Sign initiation fails with error message “missing taskId by function” (see image: E-Sign Error 1)

Cause: This error indicates a problem in the function implementation. Check the call log for error data under the function esign__c and fix the function according to the log (see images: E-Sign Error 1-2)

picture coming soon: Electronic signature error 1-1

picture coming soon: Electronic signature error 1-2

• Issue 2: Signer fields do not appear when initiating an E-Sign request

Cause: The signer Role layout on the backend needs to be reassigned. During initialization the Role layout may not have been populated, so the signer fields are hidden on the front end.

• Issue 3: After selecting internal and external signers and submitting, the system still prompts “Please add internal signer or external signer”

Cause: Verify that the layout assignment for the “E-Signature Signer” object is correct. Use the internal-signer layout for internal signers and the external-signer layout for external signers.

• Issue 4: Different users see inconsistent E-Sign status for the same record

Cause: The record shows the most recently initiated E-Sign data for the currently logged-in user. If statuses differ between users, check whether admins and other users have the same E-Sign data permissions. Under the E-Signature object, locate all E-Sign entries related to the initiating record and confirm consistency.

• Issue 5: E-Sign initiation fails with “Selected external signer has no mobile number and cannot be initiated.”

Cause: - Confirm the external signer has a mobile number set before initiating. - If a mobile number is set, confirm that the field type used for the mobile number is set to “Mobile Phone.”