Technical Support Frequently Asked Questions

Transcription

1 Technical Support Frequently Asked Questions Last updated July 2, 2012 Desktop / Laptop System Requirements What s required to receive and sign a document? A computer with one of the following operating systems: Windows XP Windows Vista Windows 7 MacOS X v and above Other operating systems (and older versions of the OSes listed above) may also work, but have not been tested for compatibility. An Internet web browser (see below) For the best experience viewing and printing electronic documents, you must have Adobe Acrobat or Adobe Reader, version 9.1 or greater. Documents can be read with earlier versions of Reader and Acrobat, but the experience may vary. SIGNiX recommends that you keep your PDF viewer up-to-date for security reasons. An address and the ability to receive . Access to the Internet. A printer (if you want to print copies of electronic records). What browsers are supported? Microsoft Internet Explorer, version 8.0 and higher. Google Chrome, version 12 and higher. See Q&A below on opening PDFs in Chrome. Mozilla Firefox, version 3.0 and higher. See Q&A below on opening PDFs in Firefox. Safari, version and higher. Opera, version 8.0 and higher. Cookies and JavaScript must be enabled for all browsers. Other browsers and earlier versions of the

2 browsers listed above may also work but compatibility may vary. SIGNiX recommends that you keep your internet browser up-to-date for security and usability reasons. What PDF viewers are supported? Where do I get a supported PDF viewer? For the best experience viewing and printing electronic documents, you must have Adobe Acrobat or Adobe Reader, version 9.1 or greater. Documents can be read with earlier versions of Reader and Acrobat, but the experience may vary. JavaScript must be enabled. A free copy of Adobe Reader can be obtained from the Adobe website at I opened my signed PDF on a Mac and the signatures are not being displayed or verified. What happened, and how do I fix it? The default PDF viewer on Mac OS X is its built-in Preview application. Unfortunately, this application only supports a bare minimum of the PDF standard and cannot display or verify digital signatures, among many other items. In order to view any digitally signed PDFs (not only those from SIGNiX), you must first download Adobe Reader from Then, after installing that software, find a PDF file on your desktop of document folders. Click on this file while holding down the Control key, and select Get Info from the pop-up menu. Click on the small triangle to the left of where it says Open With, if it isn t open already, and you should see a drop-down list of potential applications. Choose the Reader you just installed from that dropdown. Click the Change All button, and click Continue. Documents should now open with Adobe Reader as opposed to Preview. I opened my signed PDF in Chrome or Firefox, and the signatures are not being displayed or verified. What happened, and how do I fix it? Chrome and Firefox now include PDF viewers built directly into the web browser to make it easier for you to view PDFs. Unfortunately, these limited viewers only support a bare minimum of the PDF standard and cannot display or verify digital signatures, among many other items. In order to view any digitally signed PDFs (not only those from SIGNiX), you must first download Adobe Reader from You may then save the PDFs to your computer and view them with Reader. Note that Google Chrome will notify you when a PDF has features that it cannot handle (such as digital signatures). See the picture below. If you have Adobe Reader installed, you can click Yes directly from Chrome to open the PDF in Reader and view the signatures. How do I check whether I already have a supported PDF viewer and whether it is configured correctly for this process? Open the PDF Viewer Test document at CompatibilityTest.pdf. This document will examine the viewer and report any version or configuration problems. Technical Support FAQ Updated July 2, 2012 Page 2

3 Mobile System Requirements is currently investigating options on the mobile front. What mobile operating systems / browsers do you support? ios & Android default mobile browsers are supported. Others may work but are not tested for compatibility. Do you offer a mobile signing application? Not at this time. However, users can easily sign documents on their mobile device in the default web browser, without having to install any software. SIGNiX is currently investigating whether an app would be useful for frequent users of the service to start transactions, check on the status of documents in process, and to perform other tasks. How do I sign a document on a mobile device? Yes, the link provided in an will open your browser on a smartphone or tablet and you can easily walk through the process. Note that the experience will be better on a larger screen device, such as a tablet. How do I verify a signed document on a mobile device? Since the documents output by SIGNiX services are PDFs, you can view them in any PDF viewer. However, verifying the signatures on a mobile device requires an app that is compliant with an up to date version of the PDF specification. One such application on Android is Qoppa PDF Notes. On ios, you can view a digitally signed document with Adobe Reader Mobile, but this app does not verify the signatures themselves. If you have concerns about the validity of a document, use a supported PDF viewer on PC or Mac for now. SIGNiX I m looking at a digitally signed PDF on my ipad, but don t see the signatures? ios s built in PDF viewing application (Preview / Quick Look) was built to comply with a much earlier version of the PDF specification, and thus does NOT show signatures, or data entered in form fields, either on ios devices, or Mac OS. However, if you download the free Adobe Reader for ios (link) and open signed PDFs in that you will see the signatures on the document. General Support When should users with a digital identity change their signing PIN? If a user knows or suspects that their signing credentials have been compromised, they must change their credentials as soon as possible. How can users with a digital identity change their signing PIN? When a user wants to change their signing PIN, they can go to the SIGNiX web site at log in, select the Profile tab, and then select Get New Credentials tab. What happens if a user forgets their signing PIN? Users who forget their PIN can easily click the Forgot my PIN button on the log-in screen. An will be sent to the user with a link to reset their PIN. When you create a new PIN, you will be issued a new set of credentials for signing.

4 What if personal information in my digital identity needs to be changed? When a user wants to update the personal information in a digital identity, he or she should go to the SIGNiX web site at log in, select the Profile tab, and then select the appropriate edit option. For security reasons, the system requires that the user s signing credentials be entered before it will allow any changes to personal information. Do you offer training? Yes. We offer weekly training sessions on the basics of using MyDoX, and we can also offer customized trainings for larger, integrated clients. We also offer numerous training and educational videos on a variety of topics that should help to answer most questions. These videos and FAQs can be accessed on the SIGNiX Support page. Contact SIGNiX for additional information. Recipient & Signing Experience I received an with a link to sign a document via SIGNiX? What do I do? Signing documents online with SIGNiX is very simple! 1. Click on the link in the to start the process. A new page will open in your internet browser. 2. Click Start. 3. Follow the instructions to agree to using an electronic signature, verify your identity and then create a Signing PIN (password). This PIN will be used to later verify your intention to sign a document and also view the documents after they have been signed. Click On to View/Sign. 4. The document(s) you need to sign will be displayed. You can scroll through the documents, and then click the Next Signature button at the top of the screen to guide you through each signature or other task on the document. 5. Just click on the Click Here to Sign button to sign the document. 6. When you re done, click the Commit Signatures button in the upper right hand corner of the screen to finish the process. 7. You re done! For a video showing how easy this process is, click here. I can t see where to click to sign on the screen. The signature field may be at the end of the document or at the bottom of the page off the screen. You can either scroll the document using the scroll bar on the right, or click the Next Signature button to get to the next applicable field for you to fill out or sign / initial. How can you require a client to fill in info on a blank form before they are allowed to sign and submit their signature? Place a text box on the form remember that the box you add in is automatically set to mandatory. You only need to edit the box if you need that field to be optional and not stop the user from moving forward. Why do I have to put in my Social Security # and DOB? The system uses this personal information to verify identities via a 3 rd party source for authentication due to responsibilities of companies to identify their customers under certain provisions of the Patriot Act. Becoming an electronic user of SIGNiX initially requires that an individual, signing for self or on behalf of a firm, must provide Technical Support FAQ Updated July 2, 2012 Page 4

5 his/her social security number and date of birth. This information allows SIGNiX to authenticate the signer s identity and create a digital identity for this person. Is the information I provide secure and safe? All data is stored and transmitted to and from the system in an encrypted format. Once an identity has been verified, the user s signature becomes a part of the SIGNiX system and the personal information provided remains encrypted, in a secure environment, in full compliance with the E-SIGN Act. D.O.B. and check your , as the system sends you an authorization code which you enter in the Credential Recovery dialog. Note: This code is not your new Signing PIN (do not enter into Signing PIN box). You will need to create a new PIN. Note 2: If a user has forgotten her PIN/Password and no longer has access to the she registered under, she will need to contact SIGNiX for an change. This will be evident if User contacts Client and complains that she s going through the process above but not receiving an . Please confirm this and then contact SIGNiX to change . I can t get in to sign! Make sure you are using your legal name and not a nickname. I received an with a link, but the link won t open. Copy and paste the link and place it into your browser address bar. You should now be able to enter and access the document. If not, contact SIGNiX. I need to print my document set: Signature Page or Coversheet: Access document set > Click on Print in the Guide Attached documents: Open each document individually > File > Print or, if available, use Print option in the Guide while in the document. I m having an issue with my Apple computer! See the System Requirements section above for additional information. I lost my PIN number to access the site. Click on Forgot your Credentials? button on the login page and follow the instructions. You will provide your SS# and I see that there is a place to put a date next to where I signed, but when I try to click on it, nothing happens. What am I doing wrong? The date field will be automatically filled by the system based on when you clicked the Click Here to Sign button. You don t need to do anything. Why do I sometimes need to use a password / PIN? The password / PIN is used to protect sensitive data. Because is not secure, someone other than the intended recipient might gain access to the pickup link. Using a password helps prevent unauthorized access to the document. Your company determines use of the password and it may be on a case-by-case basis. I clicked all the signature fields but I can t see what to do next. When you are finished signing, click the Commit Signatures button in the upper right hand corner of the screen to save your signatures into the document and move to the next step in the process. Technical Support FAQ Updated July 2, 2012 Page 5

6 My account seems to be disabled how can I solve this? If you ve incorrectly entered your PIN three times, your session will be disabled. Close your browser and try again. If this still doesn t work, or you ve forgotten your PIN, you may need to reset your PIN. I ve been asked to verify my identity when I m signing a document, but I m getting one of the following errors: Name and SSN could not be verified or Individual Not Found. What s going wrong? This error is the result of one or more of the following issues: Individuals last name & SSN don t have a long enough history together There s a misspelled first name; or first name is not what is on legal documents; or nickname was entered instead There s a misspelling in the surname Individual got married/divorced but didn t switch their existing accounts (car registration, credit loans, mortgages, credit cards, etc.) into their newer name Name & SSN data in Client database is incorrect (check for correct order of first name, last name) Name was entered incorrectly (must be First Name, Last Name) Make sure a middle name is not included in either the first or last name field All of the 3rd party vendors SIGNiX uses to authenticate require that 50% of the individual s history is in the name/ssn combination submitted. Women with newer statuses will typically run into an issue unless they ve updated their information with their account holders (which then gets reported back to the likes of Experian, Equifax, etc. at month-end). SIGNiX unfortunately has no control over that data and how it is reported back. SIGNiX recommends users either: Stop trying to submit the data without making any changes resubmitting identical data will incur costs and not result in a different outcome, and/or Choose to authenticate using a sponsored identity which allows for the individual to have a stand-alone transaction submitted under the name with the most history and then his or her SIGNiX profile can be updated to reflect the individual s newest name (and name on record at Client). This process is done by SIGNiX on request, according to a specific procedure. Contact SIGNiX for more information. I m having a number of problems trying to sign my documents. Sometimes I get an error that says Internet not responding, other times the browser seems to freeze up or hangs while loading my documents. What s going on? This is usually caused by an incompatibility issue with the browser or PDF viewer you are using. Please refer to the System Requirements section above for more information on proper versions and settings. You can also try clearing the cookies or cache from your browser. If none of these solutions works for you, please contact SIGNiX with information about your operating system, browser, and PDF viewer. I was trying to sign a document via your service, and received an saying, We could not verify identity information. The web session becomes disabled when the user fails to correctly enter Technical Support FAQ Updated July 2, 2012 Page 6

7 requested information after 3 attempts. What do I need to do to get back in and sign my document? This error appears when a user has entered his or her social security number, date of birth, or PIN code incorrectly more than the set number of attempts allowed (typically three) and is then locked out of the service. To attempt entry into the service again, close all of your browser windows and click once again on the link you received to sign the documents. If you ve forgotten your password, you can easily click the Forgot my PIN button on the log-in screen. When you create a new PIN, you will be issued a new set of credentials for signing. Document/Transaction Preparation, Submission & Status I sent a transaction for signing, but my signers haven t received any s yet. I d like to send them an again. First, check in the Document Center to be sure that the transaction is in process. Open Document Center > go to Delivery & Execution folder > click on your document > open guide on right > click Send pickup link > check box for recipient needing resend. Note: Do not check off each box just the person that did not get their . Next, check with the first signer to see if the may have been caught in his or her junk / spam mail filter. You may also need to confirm that the address you entered for the signer is correct. step before the is sent to the next signer. I want to access the Document Center to see the progress of my contract(s): Log In to or your personal SIGNiX link. Option 1: Home Page displays Recent Activity which gives you a quick peek at contracts (completed and in-process) in chronological order (you can click on redisplay option at bottom of page and enter a larger # of viewable documents) > Click on your document > open each underlying document on signature page for viewing. Option 2: Home Page > Click on Document tab at top of Page > Click on Company Name Tab at far left > under Signature Page Click on Delivery & Execution folder or Complete folder (or any of its subfolders) > Click on your document packet > open each underlying document on signature page for viewing. Note: Displayed on Recent Activity or within folders is date/stamp of last activity, status, who has signed and how many outstanding signatures are left. In the Document Wizard, I m trying to drag checkboxes and text fields onto the document, but the fields are greyed out. What s going on? You need to drag-and-drop a signature or initial field into the document first before adding check boxes and other data fields. Once you do this, the fields will no longer be greyed and inaccessible. See the SIGNiX Support page for a video that describes this step. Depending on your workflow, not all signers will get their at the same time. Often, someone else will have to complete their Technical Support FAQ Updated July 2, 2012 Page 7

8 I m having problems with the site who do I contact? Your first contact should be your company s Corporate Administrator(s). If they cannot resolve your issue, they will contact SIGNiX. How do you remove the ability to delete transaction templates so that I am the only one that can delete them? We do not currently have that capability. When you give a client editing rights for a space for them to check- can you make the check mark fit into the box? Now it only shows part of the check mark in the little box even when you drag and drop the check mark box. That is something you ll need to play with in your template. There is a minimum box size that the system will work with but you won t know until you ve placed your check boxes, run a test and then looked at each check box to make sure the check displays properly. If a checkbox is not displaying properly, you need to edit your template and increase that checkbox and run the test again to see if you nailed it. How do you copy an existing template and create another template from it? Open your template, select save as, give it a new title, and then select New Template. I lost my PIN number to access the site. Click on Forgot your Credentials? button on login page and follow instructions. You will provide your SS# and D.O.B. and check your , as the system has sent you the authorization code which you enter in the Credential Recovery dialog. Note: This code is not your new Signing PIN (do not enter into Signing PIN box). Create yourself a new PIN. I need to update my identity due to a name change. Contact Heide Abbajay at habbajay@signix.com I need to change my address. Log In > Click on Profile tab at top of Page > Click on Profile at the far left > Click on tab needing updating > enter PIN when prompted > Click Continue and make your changes. Note: Changing the address by using the Send option for a transaction only changes the address for that transaction; it does not update the address for the individual. Changing the address in the profile does need to be done in each workgroup so Submitters will need to make the change in both Personal and Company workgroup. My account was disabled. Close out of all of your browsers and log back in using your personal SIGNiX link or through website (not through an ed link). Account should be enabled. If not, contact your Corporate Administrator. I tasked my signers with acknowledging several documents. How do I check that they did so? There are two ways to be sure of this. One, users will not be able to finish the signing process without moving through the acknowledgement step. Two, the evidence of acknowledgement is located in the audit log produced with each transaction. One of my Signers has been disabled / locked out on their first visit to the site? What s going on? The Signer most likely entered incorrect information at the SSN/DOB prompt three times. When this happens, they will be locked out for 24 hours. As a Submitter, Technical Support FAQ Updated July 2, 2012 Page 8

9 you should receive an error notification. Ask the User to try again in 24 hours. I don t have access to my and need to sign contracts. Log In to or your personal SIGNiX link > Click on Delivery & Execution folder > open each of your document sets and go through signing ceremony for each set. I seem to be stuck at a Loading screen when I m trying to access my transaction through the Submitter link or Opening the Document Center. What s going on? This happens when a Party to the transaction has unexpected characters in his/her name (i.e. a comma). The system will allow it to go through (unless it gets caught by external authentication), but when one tries to access the transaction again, parsing of the data will cause the transaction to freeze up. Unfortunately, you will need to re-initiate the transaction, being sure to correct the name and remove the offending character. If a transaction experiences this issue due to the user adding a Title (i.e. Trustee ) to the Party Name, the Submitter should initiate a new transaction with the Title being part of the document; in other words, a Text Label / Text Field should be dropped into the document to allow this to be entered. SIGNiX is exploring various improvements to resolve this. Transactions are failing when using a user with an apostrophe (i.e.: O Neal) in his name, a hyphenated last name (i.e.: Smith-Jones) and/or unusual characters in his name ( Gloria PeA+a ). How do I resolve this? For the first two examples, it s possible that this spelling is not the same as that represented in the records for the Signer. The user may be known as ONeal or SmithJones, for example. 1. Contact SIGNiX for help in determining which combination will work. 2. Edit the name to match the records. 3. Ask the user to continue through the process, but stop before signing any document. 4. Ask user to let you know once they ve authenticated. 5. The Submitter will need to contact the Sponsor (or SIGNiX, if no Sponsor exists) with the name of the user and the correct spelling. 6. Once SIGNiX lets the Submitter know this has been changed, the User can continue with the signing process. For the last example, records that are being transferred from a Client database (i.e. PeopleSoft) are transferring over to populate fields in a transaction, and appear to contain special characters and accents which may not be transferring properly. The Client will need to check the user s profile for these characters and have the Submitter create a new transaction with the new name. The original problem transaction will need to be cancelled. Signers in my transaction are failing to answer the Submitted Questions properly. Why is this occurring? If the user does not answer the Submitted Questions exactly as expected, the system will not accept the user s answer. For example, if the answer was My Records, but the user entered, My Rec or MyRecords, the user will fail. You may need to instruct the user to be clear in what they need to answer, and the format of that answer (Caps, etc). Technical Support FAQ Updated July 2, 2012 Page 9

10 I ve asked my signers to authenticate with Knowledge-Based Authentication (KBA) but they are objecting to the questions and/or finding them too difficult to answer. The KBA Authentication process is in place for Users per Client requirements. Users are first prompted for their SSN/DOB and if they successfully answer, a set of 4 questions are generated. All questions are multiple choice. If a user fails 1 question, they get another chance at 2 challenge questions they must pass both those questions or they fail the authentication process and are locked out for 24 hours. Neither SIGNiX nor the Client is responsible for the questions generated by the process 3rd party vendors search multiple databases to provide background for questions relating to the User. Unfortunately, these questions may sometimes include ex-spouses which some Users may find offensive. Questions are based on a User s history and there may be some instances where a User has a difficult time choosing the correct answer pertaining to their past. In this case, instruct the user to wait 24 hours and try again. Most likely different questions will be generated and asked to the User. I can t find transactions I ve initiated in my Workgroup. How do I view them? Apparently, you are not in the correct Workgroup or your transactions aren t registering in that Workgroup. Work with your Administrator to be sure you are in the correct Workgroup not your Personal Workgroup. When in the Document Center, you ll find a drop-down in the top right of the screen where you can choose different Workgroups. Also, check that your address matches that in your profile. If none of this fixes the problem, contact SIGNiX. Note: Each Submitter is a member of their Personal Workgroup and Company Workgroup. In the Personal Workgroup, they will see any transactions which they have signed. In the Company Workgroup, they will see all of the transactions they have been party to as a Submitter and/or Signer. They need to work from the Company Workgroup. In order for the system to recognize that the Submitter already belongs to an existing workgroup (ie. Their Company Workgroup), the Submitter must match the Workgroup Member s on record. I am part of a signing process I initiated, but I can t seem to find my Click Here to Sign signature field / button. What did I do wrong? You probably accessed the transaction via the wrong link. Submitters must access documents they are tasked to sign using the link they received via . If you access the transaction from the Document Center, you will be viewing as a Submitter not a Signer and you won t see the prompt to sign. I can t find a specific Document Set. You can search for a specific document set by client name, date of signing, status, title or signing party name. Note: search tool does not check actual document content. Home Page > Document tab at top of page > Click on Search tab > enter your search request. Note: date searches have to be formatted as: or or 2007 any other format will return a negative response. I just signed a Document Set but can t find it on the activity log or in a folder. Click on the Refresh button. Technical Support FAQ Updated July 2, 2012 Page 10

11 I m trying to cancel a transaction, but I can t find the cancel button? Where is it? You ve probably entered into the signing wizard via the Submitter link (or signing link). You won t be able to cancel the transaction from there. In order to properly cancel the transaction, you need to access the Document Center, click on the transaction in question, and then once you re in the Guide, click Cancel Transaction. I deleted a transaction, but the participants in that transaction are still receiving notification s. How do I stop this from happening? When a transaction is active, notification s are sent out to both the Submitter and Signers at three, five, seven and ten days from the transaction s initiation date. Unless the transaction is specifically cancelled (or completed), notifications will continue to be delivered. Deleting a transaction will not stop the notifications the transaction must be cancelled. In order to cancel the transaction, 1. Click on the desired transaction in the document center. 2. Click Cancel Transaction 3. You can enter a note in Explanation 4. Check off which users need to receive a notification of cancellation can be left unchecked for all parties 5. Click Submit. What happens to the documents I signed while at my employer after I leave my position? You will be removed from your employer s workgroups. Documents that you signed on behalf of yourself, which are not related to corporate activities, will remain in your Digital Document Center. Documents signed on behalf of the corporation remain accessible to remaining members of the workgroup. I left my Company and want my identity removed from SIGNiX. If you have signed any documentation using SIGNiX, your identity cannot be removed unless Company authorizes the deletion of the signed documentation and then your identity. Technical Support FAQ Updated July 2, 2012 Page 11