DRTE E-Signature Setup & Troubleshooting Guide

Published on October 6, 2026 DRTE

DRTE E-Signature Setup & Troubleshooting Guide

This guide answers common questions about configuring DRTE e-signature documents, automating follow-up with flows, and fixing mobile and layout issues.

In this guide

Blank page on iPhone or iOS browsers
Flows that do not fire when a document is signed
E-Signature Log permissions and platform events
Saving the signed PDF to Salesforce
Files Signature box size and page layout Date signed, open tracking, notifications and file naming

1. Blank Page on iPhone or iOS Browsers

A signer opens a DRTE email or document link on a mobile device and sees a blank page, while the same link works on Android or on other devices.

Likely cause

DRTE editors and e-sign components are built with Lightning Web Components, which require JavaScript. If JavaScript is turned off in the mobile or desktop browser, the page renders blank. The issue was reproduced by switching JavaScript off in an iPhone browser.

Step 1. Confirm JavaScript is enabled in the browser settings of the affected device, then reload the link.

Step 2. For a better signer experience with no surprises, add the <noscript> tag to the Head Markup as described in the knowledge article.

2. Flow or Trigger Does Not Fire After Signing

When a signer submits the document, the E-Signature Request status updates to Completed automatically, but your Apex trigger or record-triggered flow does not run. The same automation works when you edit the status to Completed by hand.

Step 1. Remove the status condition from the flow entry condition. The Completed status condition was intended for manual updates. When an E-Signature Log record is created, the signer has already signed.

Step 2. Run the follow-up logic on a scheduled path after the log record is created.

Step 3. Run the flow in a different user context using a platform event. See the next section for why.

3. E-Signature Log Permissions and Flow Errors

Creating or running a record-triggered flow on the E-Signature Log object can produce flow errors, and edit access to the object cannot be granted.

Why this happens

This is standard Salesforce sharing and security behavior, not a DRTE limitation. The signer is a Guest User, so the E-Signature Log is created by that user and a record-triggered flow runs in the Guest User context. A guest cannot edit records they do not own. To get elevated permissions, switch the context using a platform event.

Recommended pattern: publish a platform event from the signing action and handle it in a flow or process that runs as a user with the required permissions. Use this same pattern for your customizations on signed documents.

4. Signed PDF Not Appearing in Salesforce Files

If a flow built to save the signed PDF to Files completes without errors but the file does not appear, even after several minutes:

Debug the flow and check that the Content Version ID is returned by the file-creation action.
Follow the developer document.
Run the flow in an elevated user context using the platform event pattern in section 3.

5. Signature Box Size and Page Layout

Adjusting the size of the signature box is not currently supported in the DRTE editor. A more compact, space-optimized signature element is on the long-term roadmap. If a second signature pushes the generated PDF onto two pages, try these options:

Remove extra blank space from the content to give the signatures room.
Use an HTML table to place both signatures in two columns of a single row.
Use page-break CSS to break the page before or after some content, so both signatures sit together on a new page with the consent statement.

Page length also depends on content size. A long product list, for example, takes space as it grows.

Frequently Asked Questions

Do I need to ask the signer for the date signed?
No. The signature image automatically captures the date signed on the document, so no separate date input is needed.

Can I be notified each time a signer opens the document?
A document loads only after the signer acknowledges the disclosure. This is required every time the signer visits an unsigned document through the link. An E Signature Disclosure record is created after each acknowledgement, so you can build tracking and notifications on that record.

How do I send an email after the signer signs?
This is a customization you build yourself, for example with a flow triggered when the E-Signature Log is created (see sections 2 and 3).

Can I change the downloaded document file name?
The default name is managed by the DRTE package and is not directly editable.

Get Support

Customizations built on top of DRTE should be reviewed by an experienced Salesforce administrator or developer on your team. For product questions, contact CodeyLabs at support@codeylabs.com and include screenshots and your org details.

Knowledge Article Number: KA-00458