I'm stuck at a loading screen when I’m trying to access my documents. What’s going on?

If you are trying to sign documents, but the page is loading for a very long time, here are some reasons why that may happen.

There can be several reasons why the documents are not loading after you have logged in as a signer. Below are listed the most common causes of this issue:

  • Your connection to the internet could be slower than normal and not allowing the documents to fully load. We would suggest checking your computer's internet speed, and also clearing browser history and closing the browser completely before opening it again and trying once more to login and sign your documents.

Signers who are also on a Zoom call may notice their internet speed slowing, as Zoom uses a larger amount of bandwidth than other programs.

  • There could be an issue with the document itself that is preventing it from being able to load properly. If you have already performed some basic troubleshooting as described above, then you should contact the person or company who sent you the documents to sign, and let them know about the issue you are experiencing. It is possible that the document is too large, or formatted incorrectly for the e-Signature process and the person who created the document will need to address that directly before resending the transaction to you.

For submitters, please keep in mind that we suggest documents be no larger than 10MB in file size when you upload them into a new transaction. For files that are smaller, but still having issues, please consider flattening your document first to help make it more compatible. Here are instructions: How to Flatten a Document