Document is locked with Pending Client Signature workflow status

Issue

A document sent for signing using a third-party signing service, for example, Annature or FuseSign, may remain locked in FYI after the signing request has been voided or retracted.

This can occur when multiple documents are sent in one signing package. The documents may remain read-only with the Workflow Status set to Pending Client Signature.

Cause

When using the Workflow feature in FYI, documents are locked when they reach specific Workflow Statuses. Documents with the Workflow Status set to Pending Client Signature are read-only.

To unlock the document, the Workflow Status must be changed to a lower status. Users can only select a document's Workflow Status according to their assigned Approval Level.

Solution

1. Open the locked document in FYI.
2. In the Drawer, locate the Workflow section.
3. Change the Status from Pending Client Signature to a lower Workflow Status, for example, In Progress, Changes Requested, or Waiting Info.
4. Save the change.

Note: If you cannot select a lower Workflow Status, ask a user with the required Approval Level to update the document. FYI Admins must also have an assigned Approval Level to manually apply approval statuses. Refer to Workflow Basics.

If the Workflow Status cannot be updated, the Delivery Status may also need to be cleared.

1. Select the document.
2. Click Delivery.
3. Select Clear.

Refer to Mail Register - Updating the Document Delivery Status as Sent or Received.