ToFF Sign Troubleshooting & FAQ

Operational troubleshooting guides for common scenarios encountered while administering or executing documents via ToFF Sign.

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1. Signatory Did Not Receive Invitation Email

Symptom: Signer reports not receiving the signing notification

• Check 1: Spam / Junk Folder: Instruct the recipient to check their Spam or Junk folder for notifications from sign.tomoffinland.org.
• Check 2: Corporate Email Filtering: Some corporate email firewalls hold automated signing links.
• Direct Token Link Extraction:
  1. As document creator, open https://sign.tomoffinland.org.
  2. Locate the pending document and click on it.
  3. Under the recipient list, click the menu (...) next to the specific signer.
  4. Select Copy Signing Link.
  5. Provide this direct authenticated URL to the signatory via secure chat or alternative email.

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2. Signing Link Expired or Invalid

Symptom: Signer encounters an "Expired Link" error

• Root Cause: For security compliance, one-time signing tokens expire after a preconfigured duration (typically 7 to 14 days).
• Resolution:
  1. Open the document in ToFF Sign.
  2. Click Resend Invitation for the pending recipient.
  3. A fresh, cryptographically validated link is instantly issued and dispatched.

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3. PDF Upload or Rendering Failure

Symptom: Document fails to process upon initial upload

• Interactive Forms (AcroForms): PDFs containing interactive fillable forms or XFA forms must be flattened prior to upload.
• Resolution: Open the document in Acrobat or Preview, select Print > Save as PDF to generate a flattened vector document, and upload the flattened file.
• Password-Protected PDFs: Documents encrypted with owner or user passwords cannot be processed. Remove document security before initiating execution.