Why does my template appear blank?

If a template opens in BoldSign but the document area appears blank, the issue may be related to a temporary browser, network, or loading problem.

This article provides troubleshooting steps to help resolve the issue and explains how to collect browser logs for further investigation.

Symptoms

You may experience one or more of the following:

• The template opens, but the document area is blank.
• Template content is not displayed in the editor.
• Signature fields and document content are not visible.
• The issue occurs only in a specific browser or browsing session.

Refresh the page

A temporary loading issue can sometimes prevent template content from displaying correctly.

1. Refresh the page using:
   • Ctrl + F5 (Windows)
   • Cmd + Shift + R (Mac)
2. Reopen the template.
3. Verify whether the template content becomes visible.

Verify your internet connection

An unstable internet connection may affect how content is loaded in the editor.

1. Ensure you have a stable internet connection.
2. If you are using a VPN or proxy service, temporarily disable it and try again.
3. Reopen the template and check whether the issue persists.

Open the template in a private or incognito window

Browser extensions, cached data, or cookies can sometimes affect page rendering.

1. Open a private or incognito browsing window.
2. Sign in to BoldSign.
3. Open the template again.
4. Check whether the template content is displayed.

Try a different browser

To determine whether the issue is browser-specific, test the template in another supported browser:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox

If the template loads correctly in a different browser, the issue may be related to browser settings, extensions, or cached data.

Clear browser cache and cookies

Stored browser data can occasionally cause loading issues.

1. Clear the browser cache and cookies.
2. Restart the browser.
3. Sign in to BoldSign again.
4. Open the template and verify whether the content is displayed.

Disable browser extensions

Some browser extensions can interfere with page rendering.

1. Temporarily disable browser extensions.
2. Refresh the page.
3. Open the template again and check whether the issue is resolved.

Collect browser logs for further analysis

If the issue persists after completing the troubleshooting steps, collect browser logs and share them with the BoldSign Support team.

Google Chrome

1. Open BoldSign and reproduce the issue.
2. Press F12 to open Developer Tools.
3. Select the Console tab and capture any errors displayed.
4. Select the Network tab.
5. Enable Preserve log.
6. Reproduce the issue and take a screenshot of the Network tab.

Microsoft Edge

1. Open BoldSign and reproduce the issue.
2. Press F12 to open Developer Tools.
3. Select the Console tab and capture any errors displayed.
4. Select the Network tab.
5. Enable Preserve log.
6. Reproduce the issue and take a screenshot of the Network tab.

Mozilla Firefox

1. Open BoldSign and reproduce the issue.
2. Press F12 to open Developer Tools.
3. Select the Console tab and capture any errors displayed.
4. Select the Network tab.
5. Reproduce the issue and take a screenshot of the Network tab.

Contact support

If the issue continues after completing the troubleshooting steps, contact the BoldSign Support team and provide the following information:

• Screenshot of the blank template
• Browser console logs
• Browser network logs