Who is this article for?

Users troubleshooting signature authorization issues.

System admin permissions are required.

This article discusses common reasons for signature authorisation failures, focusing on username formatting issues and how to resolve them.

1. Issue

Users may experience problems when attempting to authorize signatures, including:

1. Signature fields not accepting input.
2. Authentication failing despite correct credentials.
3. Inability to proceed with signing tasks.

This behaviour can occur in both the Windows client and the web client, and may affect individual or multiple user accounts.

2. Resolution

A common cause of signature authorisation failure is the presence of extra spaces in the username field of the user account.

To resolve this issue, follow these steps:

1. Go to Administration.
2. Select People.
3. Select the relevant user.
4. Open the user’s account settings.
5. Inspect the username field carefully.
   • Check for any leading or trailing spaces.

6. Remove any leading or trailing spaces.
7. Select Save.
8. Retry the signature authorisation process.

Correcting the username formatting typically resolves the issue immediately and restores normal signing functionality.