The BoldSign integration in BoldDesk allows agents to send documents for e-signature, monitor document status, and manage linked documents from a BoldDesk ticket.

This article explains how to resolve attachment, document retrieval, ticket eligibility, document-linking, and document-creation errors displayed while using the BoldSign integration.

Prerequisites

Before troubleshooting, ensure that:

• The BoldSign app is installed in BoldDesk.
• BoldDesk is authorized to access the applicable BoldSign account.
• The agent has permission to use the BoldSign app.
• The agent has completed BoldSign authorization when sending a document for the first time.
• The BoldSign account used for the operation is active.
• The organization meets the plan requirements for the BoldSign integration.

Review the BoldSign Integration

To review the BoldSign integration:

1. Go to Admin > Marketplace.
2. Search for and select BoldSign.
3. Confirm that the app is installed.
4. Review the BoldSign authorization.
5. Review the app permissions and selected target modules.
6. Save the configuration after making changes.

If an agent is sending a document for the first time, BoldDesk displays the Verify BoldSign Authorization dialog. The agent must send the verification email and complete the verification using the email address registered with BoldSign.

Error Messages and Resolutions

Attachment Not Found or Invalid

Error message
Attachment not found or invalid. Please check the file and try uploading again.

This error appears when BoldDesk cannot retrieve or use the file selected for the BoldSign document.

Resolution

1. Return to the BoldDesk ticket.
2. Confirm that the required file is available in the ticket.
3. Open or download the attachment to confirm that the file is accessible.
4. If the attachment is unavailable, upload the file to the ticket again.
5. Reopen the BoldSign panel.
6. Start the document operation again.
7. Select the newly uploaded file.
8. Retry the operation.

If the reuploaded file is accessible but the same error continues, contact BoldDesk Support.
When contacting support, provide:

• BoldDesk ticket ID.
• Attachment name.
• File extension.
• File size.
• Complete error message.
• Screenshot showing the error.

Ticket Already Linked to a BoldSign Document

Error message
This ticket is already linked with a BoldSign Document

This error appears when the requested document association already exists for the ticket.

Resolution

1. Close the document creation or linking dialog.
2. Open the BoldSign panel in the ticket.
3. Review the document currently associated with the ticket.
4. Select View All or Show More to review all documents displayed in the panel.
5. Continue using the existing association if it is correct.

If the wrong document is associated with the ticket:

1. Locate the document in the BoldSign panel.
2. Check whether Unlink is available for the document.
3. Select Unlink.
4. Confirm the unlink action.
5. Retry the required document operation.

The actions available in the BoldSign panel depend on the document status and the agent’s permissions.

Document Not Found

Error message
Document not found.

This error appears when BoldDesk cannot retrieve the requested BoldSign document.

Resolution

1. Open the BoldSign panel in the ticket.
2. Note the document name or Document ID, if displayed.
3. Sign in to the BoldSign account connected to BoldDesk.
4. Search for the document in BoldSign.
5. Confirm that the document is available in that BoldSign account.
6. Return to BoldDesk.
7. Refresh the ticket.
8. Reopen the BoldSign panel.

If the document is available in BoldSign but BoldDesk cannot retrieve it, contact BoldDesk Support.
Provide the following information:

• BoldDesk ticket ID.
• BoldSign document name.
• Document ID, if available.
• Document status.
• Date and time of the error.
• Screenshot showing the complete error.

Document Cannot Be Linked to a Deleted Ticket

Error message
BoldSign Document cannot be linked with a deleted ticket

This error appears when an agent attempts to associate a BoldSign document with a deleted BoldDesk ticket.

Resolution

1. Use an active BoldDesk ticket for the BoldSign document operation.
2. If the ticket was deleted accidentally and your BoldDesk permissions allow recovery, restore the ticket.
3. Reopen the restored ticket.
4. Open the BoldSign panel.
5. Retry the document operation.

If the ticket must remain deleted, use an appropriate active ticket instead.

Document Cannot Be Linked to a Spam Ticket

Error message
BoldSign Document cannot be linked with a spam ticket

This error appears when an agent attempts to associate a BoldSign document with a ticket classified as spam.

Resolution

1. Review the ticket and confirm that the request is legitimate.
2. If your BoldDesk permissions allow it, remove the spam classification.
3. Refresh or reopen the ticket.
4. Open the BoldSign panel.
5. Retry the document operation.

Do not remove the spam classification from a genuine spam ticket.

Linked Document Limit Reached

Error message
Linked Documents exceeds maximum limit.

This error appears when the ticket has reached the supported number of linked BoldSign documents.

Resolution

1. Open the BoldSign panel in the ticket.
2. Select View All or Show More.
3. Review the documents currently linked to the ticket.
4. Confirm whether the required document is already linked.
5. Continue using an existing linked document if it is the required document.
6. If a linked document is no longer required, check whether Unlink is available.
7. Unlink only the document association that is no longer needed.
8. Retry the document operation.

The public BoldDesk documentation does not identify a plan upgrade as the resolution for this ticket-level error. If the required document cannot be linked after reviewing the existing associations, contact BoldDesk Support.

Document Created but Linking Failed

Error message
Document created, but linking to the ticket failed.

This error means that the document was created in BoldSign, but BoldDesk could not complete the association between the document and the ticket.

Resolution

1. Do not immediately repeat the complete document-creation operation.
2. Sign in to the BoldSign account connected to BoldDesk.
3. Open My Documents.
4. Confirm whether the document was created.
5. Note the following details:
   • Document name.
   • Document ID.
   • Recipient email addresses.
   • Document status.
   • Creation date and time.
6. Return to the BoldDesk ticket.
7. Refresh the ticket.
8. Reopen the BoldSign panel.
9. Check whether the document appears after the refresh.
10. If the document does not appear, contact BoldDesk Support before creating another document.

When contacting support, provide:

• BoldDesk ticket ID.
• BoldSign document name.
• Document ID.
• Recipient email addresses.
• Document status.
• Document creation date and time.
• Complete error message.
• Screenshot showing the BoldSign panel.
• Confirmation that the document is visible in BoldSign.

Contact BoldDesk Support

Contact BoldDesk Support if:

• An accessible ticket attachment is reported as missing or invalid.
• A document is available in BoldSign but cannot be retrieved in BoldDesk.
• An incorrect document association cannot be unlinked.
• A document cannot be linked after reviewing the existing linked documents.
• A document was created successfully but does not appear in the BoldDesk ticket.
• The same error affects multiple tickets.

Provide the following information:

• BoldDesk organization URL or organization ID.
• BoldDesk ticket ID.
• Exact error message.
• Screenshot showing the complete error and BoldSign panel.
• Attachment name, file extension, and file size, if applicable.
• BoldSign document name and Document ID, if available.
• Document status.
• Recipient email addresses, where applicable.
• Action performed before the error appeared.
• Date, time, and time zone.
• Steps required to reproduce the error.
• Whether the issue affects one ticket or multiple tickets.
• Confirmation that the document can or cannot be opened directly in BoldSign.

Frequently Asked Questions

1. What should I do if a ticket attachment cannot be used for a BoldSign document?
   Confirm that the attachment is available in the ticket and can be opened or downloaded. If it is unavailable, upload the file again and select the newly uploaded attachment.

2. Does unlinking a document delete it from BoldSign?
   No. Unlinking removes the association between the document and the BoldDesk ticket. The document remains available in BoldSign.

3. How can I review all documents linked to a ticket?
   Open the BoldSign panel and select View All or Show More. The document list displays information such as Document Name, On behalf of, Status, and Last Activity.

4. Why are some document actions unavailable?
   The actions displayed in the BoldSign panel are context-aware. The available actions depend on the current document status and the agent’s permissions.

5. What does Revoke do?
   Revoke ends an in-progress signing process. The document status changes to Revoked, and the signers are notified.

Related Articles

1. How to Set up BoldSign App with BoldDesk
2. BoldDesk + BoldSign Guide: Manage e-Signatures in Tickets