Esign not working after verification

lilybond
Contributor

Is anyone else running into this issue? I'm referencing the default signature module in my template:

 {% module "signature" path="@hubspot/quote_signature" %}

Everything *looks like it's working correctly*, but when someone clicks "Verify to sign" and clicks the verification email, they get an error (screenshot attached). This is happening across users (both external and internal) in testing, so I've had to revert to using the OG custom quote templates that were in use prior to the updates.

 

Any ideas?? HubSpot support, my ops manager, and I are all stumped.

 

Screen Shot 2021-06-14 at 5.57.46 PM.png

25 Replies 25
Vikki
Contributor

@ethankopit @PlyWood Thank you for your help. I've passed both suggestions to someone far more knowledgable than me in html. *fingers crossed*

 

0 Upvotes
ethankopit
HubSpot Product Team

For some reason the newest version of Chrome is ignoring transparent text when doing PDF generation, but our HelloSign integration needs that transparent text. So, updating it to almost transparent seems to solve the issue.

 

However, I strongly urge just trying to make the same changes you made to cms-proposals-theme to cms-quotes-theme. cms-proposals-theme is no longer supported.

0 Upvotes
ethankopit
HubSpot Product Team

Hey team - this CSS fix seems to work for most customers. Is it working for you? Screen Shot 2021-08-04 at 5.32.04 PM.png

 

0 Upvotes
Vikki
Contributor

@ethankopit any further updates on this, is there anything I can check our end. I have quotes I need to send to customers. 

0 Upvotes
PlyWood
Participant

Haven't been able to find a magic-wand solution, but happy to share what I've found.

 

I re-cloned the @hubspot/cms-quotes-theme and have been slowly tweaking it to try and figure out what's wrong. (I found a diff tool called meld that was really helpful there). May be a red-herring, but it seems like when the page is processed for download/signature it's struggling with page breaks. Some css experimenting with "break-{before,after,inside}" as well as suggestions from this github issue got me to a functional template for the team to use/stress test. Hope that helps!

0 Upvotes
ethankopit
HubSpot Product Team

@Vikki are your quotes based on a template that is of templateType: proposal? We're seeing this issue crop up for proposal users, but it can be fixed by migrating to the new template format in cms-quotes-theme. 

0 Upvotes
Vikki
Contributor

@ethankopit We have both types at the moment, i can't get either to work. I just get the same error screen shown in the original post after following the verification email.

0 Upvotes
Vikki
Contributor

Hi, I'm still having this issue, on a new quote published today. Any news on a fix? 

0 Upvotes
ethankopit
HubSpot Product Team

@mangelet would you be willing to recall and republished the quotes? It's possible that the PDFs need to be re-rendered.

0 Upvotes
Andimol
Contributor | Platinum Partner

@ethankopit thanks for following up, did that and also we went back to the standard signature module with little css. What (I think) was it on our side was the signature module needing more wide-space than we originaly wanted to.

0 Upvotes
mangelet
Top Contributor | Platinum Partner

@ethankopit i'm still having this issue on my end... any ideas on what to look for?

Martin Angeletti
HubSpot CRM Specialist @ Andimol.com
ln: www.linkedin.com/in/mangelet
w: www.andimol.co
e: martin@andimol.com

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0 Upvotes
ethankopit
HubSpot Product Team

Alright team -  we got to the root of the issue. It turns out that the service that we rely internally to render PDFs from webpages recently made some upgrades that cause it to render PDFs incorrectly, which led our Download module to fail and HelloSign to error. We've reverted the upgrades and are putting new testing  in place to prevent this from occuring.

 

I sincerely apologize for the disruption. Thanks for working with us on this. I'm grateful. 

ethankopit
HubSpot Product Team

Hey folks - we're hard at work investigating this, still. We've determined the issue has nothing to do with your code, it has to do with how PDF snapshotting is happening (which is why both e-sign and download are broken). 

 

If it helps, e-sign on Standard quotes (i.e. Basic, Original, and Modern) is still working. 

0 Upvotes
ethankopit
HubSpot Product Team

The funny thing is that all we did was hide Proposal templates in the quote wizard for those folks who weren't actively using them, which wouldn't affect any e-sign functionality. Though, as you discovered @lilybond sometimes there can be some  unexpected conflicts.

0 Upvotes
ethankopit
HubSpot Product Team

Hey team - we're digging into this now. If you're not seeing your old proposal templates in the quote wizard, let me know and we can re-show them for you. 

 

Apologies for the issues here, we're still trying to nail down a root cause.

0 Upvotes
mangelet
Top Contributor | Platinum Partner

I'm experiencing the same issue here. I'm sure the template worked before, but as of last week it stoped working properly.. 9/14 quotes had shown errors.

Martin Angeletti
HubSpot CRM Specialist @ Andimol.com
ln: www.linkedin.com/in/mangelet
w: www.andimol.co
e: martin@andimol.com

Did I helped answer your question? Help the community liking and marking this post as a solution.

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0 Upvotes
lilybond
Contributor

@ethankopit @jmclaren any thoughts on this? Again, esign was working for us on the new templates and now it's not and is causing a blocker for our team. Are the original CMS-Proposal templates still available, or have those stopped working? Is the best workflow for us to go back to those templates and wait until CMS-Quote templates are usable?

0 Upvotes
lilybond
Contributor

Thanks, Ethan - we did resolve this through a lot of testing on our end. You might find the resolution/issues valuable for future product development, since they were pretty strange conflicts that typically wouldn't cause an issue:

  1. Including `font-family` CSS on an unexpected module (note: not the esign module) was unhandled by something in hello-fresh, causing the entire signature process to break.
  2. Certain CSS attributes had a difficult time rendering in the verified hellosign page. For example, including wrap formatting in the quote template caused major overlap of elements in the verfication link.

These CSS conflicts are pretty unusual and were difficult to peg as the problem. Everything is resolved now, but worth noting as I'm sure other users of this will eventually run into some similar problems.

ethankopit
HubSpot Product Team

@lilybond did this get resolved? I want to close out the thread if so - or follow up on the ticket if not.

0 Upvotes
PlyWood
Participant

Hi @ethankopit, as Lily mentioned we were able to resolve this by cloning and then manipulating the template one piece at at time until we found the offending CSS. Yesterday however, all of the quotes using the template that was working began failing when you visit the link provided during the verification step.


When I went to clone the `@hubspot/cms-quotes-template` in the Design Manager, the option was visible, but not selectable (see below). It's worth noting I was able to clone via the CLI.

cant_clone.jpg

I then created a custom template using  `@hubspot/cms-quotes-template/minimal.html`. The new quote I created had the same issue, it rendered correctly when visiting the url, but the url generated during the verification step (`https://app.hubspot.com/proposals-esignature-container?signatureId={someSignatureId}&signatureToken=...}`) shows the same error as the original post, just with a different error code.

 

From viewing the html source that was rendered for the quote by HubSpot, the only noticible differnce I could find was the link to the stylesheet

`https://cdn2.hubspot.net/hub/{hubspotPortalId}/hub_generated/module_assets/48056471404/1624899429178...` vs. 
`https://cdn2.hubspot.net/hub/{hubspotPortalId}/hub_generated/module_assets/48056471404/1626183965724/module_48056471404_header-2021.min.css`
 
Please let me know if there is other information that would be helpful for you as well as if you'd like me to open up a ticket regarding the current issue.