To ensure your document works with eSignature, we recommend uploading PDFs in their original format. If the PDF opens and displays correctly in your browser or a built-in PDF viewer, it should generally be compatible.
For best results:
Avoid merging multiple PDFs into one file before uploading.
Ensure the document is not password protected.
Avoid including dynamic fields (such as fillable or interactive form fields), as these can cause issues during pre-processing.
Common error: “Unable to prepare document”
If you see the error message: "Unable to prepare the document. We ran into an issue while preparing the document. Close the module and try again."
It means we were unable to pre-process one or more of the documents in the eSignature request.
This can occur for a few reasons:
The document is password-protected
The document contains dynamic fields that cannot be processed
How to fix this issue
You can resolve this by flattening the PDF, which removes dynamic elements and prepares the file for eSignature.
Steps to flatten a PDF:
Open the document on your computer.
Select Print.
Choose Print to PDF as your printer (on both Windows or macOS).
Save the file with a new name. You may want to add "-flattened" to the filename to easily identify it.
Re-upload the document in Karbon:
Open the signature request task and select Edit documents.
Remove the document(s) that caused the error.
Save and close the task.
Flatten the documents using the steps above.
Reopen the signature request and select Edit documents again.
Upload the newly flattened version(s) of the document.
Proceed with placing the fields and sending the request for eSignature.