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.
You might see a spinning wheel in the middle of the screen and it may say "waiting" or "loading" as it works to display the documents.
Here are the possible reasons and suggestions:
- Your device (computer, smartphone, tablet) does not have enough memory to load the documents - check the available storage of your device.
- Your device has too many programs running in the background - close anything unnecessary
- Your connection to the internet could be slower than normal and not allowing the documents to fully load - clear browser history and check your Wi-Fi speed
- Your browser, or computer, could need to install a recent update - check both the browser's settings for updates and then the computer's operating system. You can find our System Requirements here to ensure your device and browser are compatible.
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.
- The transaction is corrupt, please contact the person who sent you the documents and request their assistance in starting over with a brand new transaction
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