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Salesforce Status Update & Signed Document Upload Troubleshooting
Salesforce Status Update & Signed Document Upload Troubleshooting

If you cannot see status updates after a customer has opened or signed a document or if a signed document is not uploading to Salesforce.

Updated over a week ago

Note: A salesforce admin or a user with the appropriate privileges will be needed to make any necessary changes.

Refer to the full Salesforce installation guide for any additional details.

http://help.getaccept.com/en/articles/3919900-installing-getaccept-for-salesforce

If you're having issues with seeing status updates for documents sent with GetAccept in Salesforce and/or if signed documents are not uploading to Salesforce, there is likely an issue with the Listener Site.

Troubleshooting

  1. Confirm that the Listener Site is Active.

    1. Go to Setup

    2. Go to "Sites"

    3. Confirm that GetAccept listener is shown and "Active"

    4. If the listener was not active, set to "Active"

  2. Confirm that Listener Path is correct

    1. From the "Sites" page, click on the GetAccept listener under "Site Label"

    2. Confirm that Path is shown as "/listener"

    3. If path is not correct, update

  3. Confirm that correct GetAccept Apex Class is enabled

    1. From the "Site Details" page for the GetAccept Listener, click "Public Access Settings"

    2. Select "Enabled Apex Class Access"

    3. Confirm that "GetAcceptListenerClass" is enabled

    4. If "GetAcceptListenerClass" is not enabled, click edit and add "GetAcceptListenerClass"

  4. If changes made in steps 1-3 do not resolve the issue with seeing status updates for documents sent with GetAccept in Salesforce and/or if signed documents are not uploading to Salesforce, you will need to reset the Listener.

    1. Go to Setup

    2. Go to "Sites"

    3. Copy the Listener URL for the GetAccept listener that was previously set

      1. Refer to the installation guide if the listener was never set up

    4. Go to "Visualforce Pages"

    5. Click the pop up icon under actions (beside security) for "GetAcceptConfiguration"

    6. Enter GetAccept user name and Password

      1. This user should never be removed from GetAccept

    7. Enter the listener URL copied in step 4 c

    8. Check the "Download Signed Documents box.

    9. Click Save

    10. Test that the listener is now active by sending a test document with GetAccept and signing it. Status updates should occur and the signed document should upload to Salesforce as expected.

If you're still having issues, please contact our support team for additional assistance.

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