1. Contact Your Organization’s IT Department First

Your first point of contact is always your organization’s IT department. If you haven’t reached out to them yet, please do so before contacting us. When emailing us for support, include your IT department on the email or have them contact us on your behalf.

2. Common Problem: Missing Previously Signed Documents

A frequently reported issue is that previously signed documents are missing from your account when you log in.

• Reason: EduSign does not store your files on the servers after the signature process is completed. All files you see are kept in your browser’s cache. Therefore, if you clear your cache or switch to a different browser, your previously signed files will no longer be accessible.
• Recommendation: Always download signed documents and keep them in a safe location.

3. Determine Where the Problem Lies

We need to identify the source of the issue:

• Is it related to the computer or browser being used?
• Is it tied to the user’s account?
• Is it connected to the organization’s Identity Provider (IDP)?
• Or is it a bug in the EduSign software itself?

4. Provide Detailed Information

When you report an issue, please include:

• A clear description of the problem
• Screenshots (if applicable)
• Usernames involved
• Timestamps or approximate times when the issue occurred

Then, answer the questions below inline in your communication.

5. Key Diagnostic Questions

1. What are the steps to recreate the problem?

   1. Is it consistent or intermittent?
   2. If you can recreate it, please do so and include a timestamp.

2. When did the problem start?

   1. Roughly when was the first occurrence?

3. Has this process worked before?

   1. If so, when did it last work properly?

4. Can you use different computers and/or web browsers to see if the problem persists?

5. Is the issue affecting only you, or are others impacted as well?

   1. If others are affected, are they in the same organization or a different one?

6. Is the issue tied to one specific document, or does it happen with any document you try to sign?

6. Potential Causes and Next Steps

1. If the problem is with a specific computer or web browser

• It is unlikely we can provide extensive support unless it is a known software bug that affects all users with a particular browser.
• You can try clearing the cache or reinstalling the web browser.
• Consult your IT department for additional help with browser or computer-specific issues.

2. If the problem is with a specific document

• Check if the document has previous signatures or form fields.
• If it is not sensitive, attaching it to your support email can help us recreate and troubleshoot the issue.

3. If the issue is specific to a single user

• Visit https://release-check.swamid.se/ and send us the results.
• Recreate the problem and provide timestamps so we can check our logs.
• Include the document name and the username involved.

4. If the issue affects the entire organization

• Ask your IT department to confirm that they are using the latest metadata from https://signservice.edusign.sunet.se.
• Check if they have made recent changes to the IDP configuration.