--- id: KB-PR-001 url: https://app.codecontract.io/help/troubleshooting/what-to-do-when-something-goes-wrong idioma: en categoria: problemas audiencia: usuario actualizado: 2026-08-12 tambienEn: [es, fr, pt] relacionados: [KB-PS-001, KB-TL-001, KB-PR-002, KB-PR-010] citadoPor: [KB-CO-006, KB-PR-003, KB-PR-002, KB-PR-004, KB-PR-005, KB-PR-006, KB-TD-013, KB-ET-003] enLaApp: https://app.codecontract.io/status --- # What to do when something goes wrong _The most common failures, how to fix them and what support needs to help you fast._ **Responde a:** what does error code E- mean · something is not working in Code Contract · the participant is not receiving the notice · how do I report a problem to support Almost everything that looks like a platform failure is one of four things, and three of them are fixable without writing to anyone. It is worth ruling them out in that order before raising it. **En corto** - If you see a code shaped like E-260812-4F2A, copy it: it identifies exactly what happened. - Before reporting, check the status page: if it is a general incident we already know. - Most "they never got the notice" cases are a mistyped email or phone number. - With three details — code, what you were doing, roughly when — support usually solves it first time. ## The error code, and why it matters so much **The error code** — When something genuinely fails, the screen gives you a code shaped like E-260812-4F2A. It is not decorative: it identifies that specific failure, with its time and context. Copy it and send it. With it, support finds the problem immediately; without it, they are guessing from your description. ## The most common failures | What you see | What it usually is | What to do | | --- | --- | --- | | The file will not upload | It is over 30 MB, the per-file limit | Split or compress it. If it is a scan, drop the resolution to 200 dpi | | The person says they received nothing | The notice is in their spam folder, or the contact has the wrong email or phone | Check the contact details and resend the notice by hand from the case | | The signature SMS code never arrives | The number on file is a landline or mistyped | Cancel the request, fix the phone number and send again | | Automatic reading got a field wrong | The document is blurry, rotated, or a photo taken in poor light | Correct the field by hand and, if you can, upload a better copy | | A screen will not load or goes blank | Usually a one-off connection problem | Reload. If it persists, check the status page before reporting | ## Before writing to support 1. **Check the status page** — If there is a general incident it is published there. In that case there is nothing to report: it is already being worked on. 2. **See whether it happens to anyone else on your team** — If it works for everyone else, the problem is in one specific piece of data or in a browser, and that narrows it down a lot. 3. **Try reloading and doing it once more** — One-off network glitches look a lot like real failures, and you cannot tell them apart without trying again. 4. **Note down the three details** — The error code if there is one, exactly what you were doing, and roughly what time. That is almost always enough. > [!NOTE] > "It does not work" is the description that wastes the most time. "Clicking Send on a signature request with two signers gives me code E-260812-4F2A, around 10:15" usually gets solved the same day. ## Frequently asked questions **Where do I find the error code?** It appears in the error message on the screen itself, usually at the end. It is shaped E-YYMMDD-XXXX. **What do I do if the notice email bounces?** The case flags bounces. Fix the address on the contact record and resend: the request does not have to be rebuilt. **Can I tell whether the other person opened the notice?** Yes. The case or the signature request shows when it was sent and whether the link was opened, which is what separates "it never arrived" from "they have not looked". **Automatic reading always fails on one type of document. Is that normal?** If it repeats with the same format it is worth telling us, saying which document type. A one-off failure on a bad photo is not the same as a pattern with a specific form. **Is anything lost if it fails halfway?** No. What was delivered stays delivered; whatever did not complete can be repeated without starting over. ## Ejemplos **Uploading a 45 MB scan, the screen warns that the file is too large.** - Rescan at 200 dpi instead of 600, or compress the PDF - If both versions really are needed, upload the light one and certify the heavy one separately → The document goes through and reads just as well: 200 dpi is more than enough for text. **A ticket is opened without saying which file it happened in.** - Copies the error code and the file before writing → Support does not have to ask for the same information twice. **The failure only happens to one person on the team.** - Tries the same thing with another account before escalating → A permissions problem is told apart from a system one. **An error appears and clears by itself shortly after.** - Notes the exact time and what was being done → The case can be investigated even if it no longer reproduces. **«It does not work» is reported with no further detail.** - Describes what was expected and what happened → The first reply is useful rather than a question. **Several people report the same thing through different channels.** - Gathers the cases into one ticket → The problem is worked once rather than five times.