Troubleshooting
Google back-end slowness affecting several components
We will add to this page as issues arise. Please let us know if you have any errors!
General permission reset
General errors can be a result of incomplete permissions. The first thing we recommend for nearly every error is as follows
- Find Signature in the list, and click on it
- Click Remove Access
- Now you can re-open your Form
- Close Signature if open
- Open Signature, and you'll be prompted to give permission (pictured)
If you aren't prompted for permission, please revisit from the first step
- Accept the access/permission requests
- We recommend cancelling and re-creating any Signatures, so they'll have all the right permissions
Won't open - stuck at "checking.."
Sometimes the add-on repeats this cycle
- Getting your details
- Waking up the server
- Reload
It can be very frustrating, we agree!
Remedy
Wait. Check your emails, then return. It may cycle several times, but it will load
Why is it sometimes so slow?
The slowness is a side-effect of being a G-Suite add-on, which is hosted on Google's Apps Script
Google serves these kinds of apps on regional servers, so you're interacting with any one of dozens
When the app hasn't been used in a region for several minutes, Google puts it to sleep
You might be the one that's waking it up in your region, and it can take a minute
We're working on a way to speed things up
Problems with signing
No signature
A signatory will see this screen in the following cases
- The person who requested the signature has since deleted their request; if so, this isn't an error
or
- We couldn't automatically pair the signatory with the signature request
Remedy
The Form editor chose one of two options which have different solutions
- Email them for me | the signatory was sent an email from us - this email contains a code. Copy and paste, or enter that code in box provided to continue
- I'll contact them myself | the signatory wasn't sent anything directly by us - the default Google account in your browser is the one we check for signing. If you have more then one account logged-in, you might come across this screen. You can log-out of Google, then log back in with the signing account, or open a "private" or "incognito" window, jump straight to sign.gigaccounting.co.nz, then return to your existing Form tab and continue
Access error
A signatory will see this screen if we no longer have access to the Editor's Form. We need access to be able to append the signature to the Form and/or Response Sheet
This is a result of us being removed as Editors/Contributors. Removal is usually a manual process, but if you are the Editor and are coming across this regularly, please check if you have any other apps which might change permissions on your Google files
Remedy
We provide a note which will pop-up when the Editor opens the add-on. The Editor will need to remove and recreate the signature request which will reapply the necessary access rights
Form isn't accepting signatures
A signatory will see this screen on a Multiple Signature attempt if the Form Editor has 0 signatures remaining
It is also given if a link is used which refers to any form which isn't accepting Multiple Signatures
Remedy
The Form Editor can obtain more signatures, and signing will automatically continue
Already signed
A signatory will see this screen on a Multiple Signature attempt if the most recent response has already been signed
This occurs where another person has finished the Form and clicked the link at the end labelled: Please add your signature by following this link: signatures.gigaccounting.co.nz...
Clicking that link reserves a spot for your signature. Basically, someone skipped ahead and you lost your turn
Remedy
We're currently working on a way to set a new link for each Form response
Until then, the answer is to re-do the Form. When you Submit your answers, click the Please add your signature by following this link: signatures.gigaccounting.co.nz... link as soon as possible
As soon as you click it, you're guaranteed a spot (as long as the Form's Editor has signatures available, and you didn't spend too long between submitting the Form and clicking) and you can take as long as you like to draw your signature
