I'm trying to send a PDF for signature via Dropbox Sign. It is rather large - 130 MB and 192 pages. I have already uploaded it to Dropbox. Every time I try to set it up to be sent for electronic signature, after I put in the name and email address of the signer, it gets stuck on the "Preparing documents..." page indefinitely. I tried on another browser that I never use, and the same thing happened. How can I get it to work? Does Dropbox Sign only work with small documents?

Hi AL25, thanks for bringing this to our attention. It's possible that the file size is too large, as the maximum supported size if 40 MB or 500 pages. Are you able to reduce the size of the document to see if this helps? This will help me to assist further!

Dropbox Sign Stuck on "Preparing documents..."

16 Replies

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Jay
Dropbox Community Moderator
2 years ago
Hi AL25, thanks for bringing this to our attention.

It's possible that the file size is too large, as the maximum supported size if 40 MB or 500 pages.

Are you able to reduce the size of the document to see if this helps?

This will help me to assist further!
Ginamarie295
New member | Level 2
2 years ago
I have the same issue with a document that is only 1.8 MB, stuck on the “preparing your signed document page…” for about half an hour now.
Jay
Dropbox Community Moderator
2 years ago
Hi Ginamarie295, could you try switching browsers to see if this helps?

Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.
kbbio
Explorer | Level 4
2 years ago
I have tried in various browsers (Chrome, Safari including incognito mode).
Also, in case of troubling with the Wifi, I used a personal hotpot to see how it works.
Somehow, nothing has worked so far with the signature service. (Indefinite preparing documents sign.)

The file size is definitely under 2MB, didn't work on a word file, PDF file either.
Please guide me what and/or how to solve the problem.
Walter
Dropbox Community Moderator
2 years ago
Hi there kbbio - thanks for bringing this to our attention.

Since this issue persists across different browsers and on other networks, I'd recommend getting in touch with the team for further assistance.

You can reach out to the Dropbox Sign team through this form.

Let us know of any updates!
kbbio
Explorer | Level 4
2 years ago
Yes, I requested a technical difficulty inquiry about the issue 2 days ago, but have not received any reply yet.
Since this issue constantly disturbs our work-flow, I have searched the thread and posted a tag.
Walter
Dropbox Community Moderator
2 years ago
I see, thanks for keeping us in the loop kbbio

Could you maybe share your ticket ID so that we can look it up in our system too?
kbbio
Explorer | Level 4
2 years ago
Ticket 22891116: TEAMS: Signature error

Currently, we are on this case and replied Email and Dropbox help center enquiry log.
Walter
Dropbox Community Moderator
2 years ago
Thanks for the ticket number kbbio - much appreciated.

I was able to locate it in our system and passed your comments on to the expert who's handling your case.

They should be getting back to you soon, but please let us know if you have anything else to add in the meantime.
pixi2
Explorer | Level 4
2 years ago
Sadly there is no dislike icon on this. I have the same issue and I have the urge of pressing it on the last ans^H^H^H reply..