DocuSign - Error UNABLE_TO_CONVERT_DOCUMENT on Create envelope REST API

0
votes

We have integrated DocuSign REST in Oracle Fusion Procurement Cloud Application.

We are calling create envelope API using the endpoint:

https://docusign.net/restapi/v2/accounts/{AccountID}/envelopes

This api is failing for few customers with error:

UNABLE_TO_CONVERT_DOCUMENT

for docx and xlxs attachments type. If document converted to PDF manually and again used in REST api call then getting error:

PDF_VALIDATION_FAILED

But same attachment is working fine if customer upload it directly in the envelope from DocuSign UI.

This is impacting our customer business. Every time they have to withdraw purchasing document, remove attachment from purchasing document and explicitly add those attachment in the envelope from DocuSign UI. Any pointers on the error resolution is much appreciated. Please help.

Actual Error Message received:

UNABLE_TO_CONVERT_DOCUMENTSystem was unable to convert this document to a PDF. Unable to convert Document(xxxxxxxxxx.docx) to a PDF. Error: UserId:xxxx-xxx-xxx-xxxxxx IPAddress:xxx.xx.xx.xx Source:ApiRESTv2:Conversion failed. FileType: docx Error: ActivePDF completed without success: [-1100] OpenInputFileFailed

Create Envelope REST api should work for those attachment as it is working from DocuSign UI.

2
docusignapi
Can you please share the JSON req body, also are you passing file extension property in the JSON Req body? – Amit K Bist
See updated answer. – Larry K

2 Answers

1
votes

Please open a support case with DocuSign customer support.

I'm sorry that you're having this problem.

Update

I have discussed your question with DocuSign Engineering. The experts believe that there should be no difference between submitting a document to DocuSign via the API vs the DocuSign web tool.

Please provide a (sanitized) version of the document that causes the error to DocuSign customer support. Please ask support to copy me, Larry Kluger, on the support ticket.

1
votes

I experienced the same issue with my integration. The DocuSign service was failing to convert a docx file to pdf.

Response code 400
{
  "errorCode": "UNABLE_TO_CONVERT_DOCUMENT",
  "message": "System was unable to convert this document to a PDF. Unable to convert Document([omitted].docx) to a PDF. Error: UserId:[omitted] IPAddress:[omitted] Source:ApiRESTv2:Conversion failed. FileType: docx  Error: ActivePDF completed without success: [-1100] OpenInputFileFailed"
}

In my case the operation succeeded after I removed the page # from the footer of the document.