How to resolve cloud storage upload failures?

Cloud storage upload failures typically occur when BoldSign cannot renew the access token for a connected Google Drive, OneDrive, or Dropbox account, or when the destination folder is no longer accessible.

In most cases, reconnecting the cloud storage account restores access and allows uploads to complete successfully.

Scope

This article applies to Google Drive, OneDrive/Azure, and Dropbox cloud storage integrations used for document uploads.

Common causes

1. Invalid or rejected token refresh

Uploads may fail when the cloud provider rejects the token refresh request and BoldSign cannot renew the access token.

This can happen when:

• The user revokes BoldSign’s access to the cloud storage account.
• The cloud provider invalidates the refresh token after reauthorization or security-related changes.
• The provider requires the user to sign in again.
• The account policy has changed, and the existing consent is no longer valid.

2. Permission changes

Uploads may fail if BoldSign no longer has the required permissions to access the connected account.

This can happen when:

• An administrator restricts or revokes third-party application access.
• Organizational security policies invalidate existing permissions.
• The user account is removed from the organization.

3. Destination folder is unavailable

Uploads may fail if the configured folder is deleted, moved, renamed, or no longer accessible.

This can happen when:

• The destination folder was deleted.
• The destination folder was moved or renamed.
• Folder permissions were changed.
• The cloud provider can no longer locate the configured folder.

4. Cloud account changes

Uploads may fail when changes are made to the connected cloud storage account.

This can happen when:

• The account is disabled or suspended.
• Account ownership changes.
• Storage limits or account restrictions prevent new uploads.
• The provider no longer allows refresh for the current user session.

Resolution

To resolve cloud storage upload failures:

1. Verify that you can sign in to the connected cloud storage account.
2. Confirm that BoldSign still has the required permissions to access the account.
3. Verify that the configured destination folder exists and is accessible.
4. Ensure that the connected account has permission to access the destination folder.
5. If the destination folder was deleted, moved, or renamed, select a valid folder and update the configuration.
6. Confirm that administrator or organizational policies have not restricted application access.
7. Disconnect the cloud storage integration in BoldSign.
8. Reconnect the cloud storage account and grant the required permissions.
9. Retry the upload.

Reconnecting the cloud storage account generates a new refresh token and restores the permissions required for uploads.

When to contact support?

If you continue to experience upload failures after following these troubleshooting steps, contact BoldSign Support for assistance.