It is expected that all faculty, staff, students, and affiliates complete all DocuSign training courses in the VCU DocuSign Training Roadmap.

DOCUSIGN STATUS: If you are unable to reach DocuSign or experience issues attempting to sign envelopes or submit PowerForms, please first check the DocuSign Status Center: https://status.docusign.com/. Issues with the NA1, NA2, or NA3 DocuSign domains may prevent you from reaching DocuSign, logging into DocuSign, accessing PowerForms, or signing envelopes.

 

General Help

• VCUHEALTH.ORG LOGIN ERRORS: The VCU DocuSign domain is vcu.edu. Your VCU DocuSign account does not exist until you directly log into DocuSign for the first time using the eID@vcu.edu format of your email address. Only envelopes generated to the eID@vcu.edu email address after you create your account will display in your VCU DocuSign account. If the envelope or the email notification from DocuSign is addressed to your vcuhealth.org email address, that envelope will not be in your @vcu.edu DocuSign account. If you are required to log into DocuSign in order to access an envelope addressed to your vcuhealth.org email address, you will likely receive an error. Okta errors, unauthorized to use this application, and other authentication errors are from attempting to access DocuSign.com using the vcuhealth.org format of your email address. Please click this link for additional information, and contact VCUHS IT through the employee intranet. VCUHS automatically blocks all attempts to authenticate to DocuSign using the vcuhealth.org email address, and you will have to contact VCUHS IT for an exception. All authentication issues with vcuhealth.org email addresses must be reported to VCUHS IT. VCU DocuSign support cannot address authentication issues with vcuhealth.org email addresses.
  
  
• TEMPLATES AND POWERFORMS ISSUES: Please note that templates and PowerForms are created and maintained by personnel in the individual departments, not by VCU DocuSign support staff. Links to PowerForms are also maintained by the individuals responsible for updating the specific department’s website. If you experience issues accessing a PowerForm, are attempting to locate an in-process document you submitted by PowerForm so that you may modify/correct/void it or see its status to determine who still needs to sign, have questions regarding the information being requested on the form, etc., you must contact the specific department responsible for/hosting the PowerForm or template. You cannot log into your VCU DocuSign account to see the status of envelopes you submitted through a PowerForm: in-process envelopes submitted by PowerForm are only visible in the template/PowerForm creator's account or in the account of the next individual in the signing order. If you submitted a PowerForm, you will receive a Completed email notification when all parties have completed their actions, but the completed envelope will not be in your DocuSign account, because it originated from a PowerForm, not from within your DocuSign account. Additional information is available here.
  
  Issues regarding the content or workflow (e.g., inability to select fields, required field errors, etc.) of a template/PowerForm/envelope should also be directed to the sender or department responsible for the document. 
  
  
• ACCESS TO TEMPLATES: Please note that templates are created and maintained by personnel in the individual departments for their specific business processes. Access to templates is entirely at the discretion of the template owner or the department responsible for the template. If you require access to a specific template, you will have to contact the owner of the template to request access. VCU DocuSign support does not grant access to departmental templates.

• ENVELOPES: Questions about a specific envelope should first be directed to the sender of the envelope:
  https://support.docusign.com/en/articles/How-to-contact-the-sender
  If the envelope was generated from a template or PowerForm, you will have to contact the department responsible for the template or PowerForm. Please note that most envelopes in DocuSign have a specific signing order. If other individuals prior to your spot in the signing order have not completed their actions, you will not receive notifications about the envelope, nor will it be visible on the Manage tab of your DocuSign account. https://support.docusign.com/en/guides/ndse-user-guide-signing-order 
  
  
• GENERAL EMAIL NOTIFICATIONS: Please review the information here regarding DocuSign email notifications.
  
  
• DOCUMENTS TO BE REMOVED: Please click this link to familiarize yourself with the Record Retention/Envelope Purge process. DocuSign is not a long-term storage solution.
  
  
• ENVELOPE SENDING LIMITS: If you have received a notice that you have reached your envelope limit, you are using a personal (external) account. The standard VCU DocuSign enterprise account does not have sending limits. Please review the Envelope Sending Limits information here.
  
  
• VCU.EDU LOGIN ERRORS: The response assertion is missing a required attribute.
  Please note that all authentication to VCU DocuSign is through the VCU Central Authentication System. Your eID record must be able to provide the “givenname,” “surname,” and “emailaddress” (that is, an @vcu.edu email address) fields to DocuSign-related authentication requests. If one of those values is missing, you will receive an error regarding a missing attribute. In most cases, the missing attribute is the eID@vcu.edu format your email address. Issues logging on to VCU CAS should be reported to the VCU Technology Services IT support at (804) 828-2227. 
  
  
• Please complete all training modules in the VCU DocuSign Training Roadmap. Additionally, review DocuSign's Help section and support pages, which contain user guides and video tutorials, or contact your departmental IT support person.

• • DocuSign Support Center
    
  • DocuSign for Google Workspace
    
  • DocuSign for Mobile Devices
    
  • New DocuSign Experience User Guide

 

Troubleshooting Assistance

Please call VCU Technology Services IT support at (804) 828-2227.