Required Roles: Editor, Reviewer, Approver
Required Permissions: Access to the Controlled Documents module, Participation in the applicable workflow step, Approval permissions within the cabinet
Introduction
If you are experiencing issues sending or completing an electronic signature (e-signature) approval in Kivo via the Docusign integration, this article will help you identify and resolve common problems.
Typical issues include:
No PDF version available for approval
A user not appearing on the approver list
Error messages when attempting to complete approval
This guide outlines common causes and recommended troubleshooting steps.
Issue 1: No PDF Version Available for Approval
Issue Description
The e-signature approval step requires a PDF version of the document for electronic signature. If the PDF is not generated successfully, or cannot be generated from the source file type, the approval process cannot proceed.
Common Causes
The document is not in a supported source format to auto convert to PDF (.xlsx, video files, etc)
PDF conversion failed
Microsoft integration session is not authenticated
The document file is corrupted or locked
Signs
Approval button is missing
PDF icon is unavailable
Error occurs during during approval routing
The document does not generate a PDF during workflow transition
Basic Troubleshooting Steps
Convert to PDF
Verify the document is in a supported format (recommended:
.docx).Confirm the document opens properly in Microsoft Word.
Ensure you are signed into the correct Microsoft account connected to Kivo.
Close and reopen the document.
Clear browser cache and restart your browser if Microsoft authentication appears stuck.
If conversion still fails, try uploading a clean .docx copy of the document as a new source version and attempt a PDF conversion. If problems persist, reach out to [email protected].
Issue 2: User Does Not Appear on Approver List
Issue Description
A user expected to approve the document does not appear in the approval step or cannot access the approval button.
Signs
The user cannot be found in
The user does not appear under assigned collaborators
The user sees the document but cannot take action
Common Causes
This is almost always caused by one of the following three sources
The user is not assigned a role that is able to approve documents
The user is not granted edit permissions in the cabient
The user is not assigned to the workflow step permissions
Basic Troubleshooting Steps
Enter User Management, and confirm that the user's role is either Editor, Reviewer, or Viewer.
Enter workspace Manager Mode, click edit on the folder and and confirm the user has access to the cabinet or folder and the user is granted Edit Permissions in the folder/cabinet.
Confirm that the user is part of a group listed in the approve step of the workflow or has been added individually.
If the workflow was recently edited, the document may need to be re-routed through the updated workflow.
Issue 3: Error Message When Completing Approval
Issue Description
An error appears when attempting to complete the approval step.
Signs
Approval window fails to open
Error during DocuSign authentication
Common Causes
DocuSign envelope configuration issue
Browser pop-up blocker preventing signature window
Logged in as incorrect Docusign User
Network or firewall restrictions
Basic Troubleshooting Steps
Ensure pop-ups are enabled in your browser.
Confirm you are logging in to the Docusign account listed in Kivo User Management.
Clear cache and cookies.
Fully close and reopen your browser.
Try an alternate supported browser.
Advanced Troubleshooting
If issues persist after completing basic steps:
The document owner should verify the DocuSign envelope configuration is complete and properly mapped.
Confirm DocuSign integration is active and authenticated.
Ensure required signature fields are properly configured.
Verify compliance configuration aligns with 21 CFR Part 11 requirements.
If envelope creation fails repeatedly, contact Support for review of integration logs.
When to Contact Support
If troubleshooting does not resolve the issue, contact Kivo Support via: [email protected]
When contacting Support, provide:
Document name and control number
User experiencing the issue
Screenshot of error message
Browser and operating system
This will help expedite resolution.