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Troubleshooting Issues With Signing via an External Signature Device

Last updated 2016-10-11 14:45:11 UTC

Troubleshooting

The lists below contain some of the more common causes for issues with each of the components related to signing when using an external signature device.

Signature Device and Plugin Connectivity

  • The signature device you have plugged in is not supported by the selected LocalSign plugin. If you are using a Wacom device, please ensure that you have selected the Wacom STU Plugin as your active plugin. If you are using a Topaz device, please ensure that you have selected the Topaz Plugin as your active plugin. If your device is not one of those listed, a new plugin will need to be created in order for you to use the device with AssureSign.
  • The signature device has become unplugged or disconnected from your computer.

LocalSign Service

  • If you're using Firefox, open the LocalSign app and click "Check Browser Connectivity". That page will have info on how to make Firefox work with LocalSign. Firefox stores its trusted SSL certs in a custom place, instead of using windows' Trusted Root Certification Authorities.
  • Try regenerating the self-signed SSL cert by choosing Options > Regenerate SSL. This will prompt for admin privileges. Once finished you should see a desktop notification that indicates success or failure. If it succeeds, try opening a new browser instance and reloading the Check Browser Connectivity page.

Other Issues

If all of the above components are functioning correctly, but signing is still not working in the browser, one of the following may be causing the issue:

  • The browser you are using may not support the technology required for communication with LocalSign. Supported browsers are listed on the LocalSign download page.
  • Local firewall settings may be blocking communication between the browser with the AssureSign signing page and the LocalSign application.
  • If you are using IE, it is possible that the AssureSign pages are in a different security zone than http://localhost which is used by the LocalSign application. The most frequent cause of this issue is http://localhost being associated with the Intranet zone and the AssureSign pages being associated with the Internet or Trusted Siteszone. This can be resolved by adding the AssureSign site to the Intranet zone or by removing http://localhost from the Intranet zone. Either of these changes can be accomplished by going in your browser to Tools >> Internet Options >> Security Tab >> Select Local Intranet >> Sites.

Diagnostic Logging

If you are encountering problems with the LocalSign application that you are not able to resolve using the provided troubleshooting tools, it is possible to view the diagnostic logging that can then be provided to AssureSign support staff for analysis.

A link to view the most recent log files is available from the menu under Options >> View Logs.

Diagnostic logs for LocalSign will be written to C:\Users\<user name>\AppData\Roaming\AssureSign\LocalSign\Logs

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