Problem
When I open a PDF in PDF-XChange Editor and select:
„Signieren mit DocuSign“ / „Sign with DocuSign“
PDF-XChange automatically creates a DocuSign envelope and opens the embedded DocuSign signing interface.
The problem is that the wrong saved signature is presented/used.
My DocuSign account contains the correct signature, and when I use the normal DocuSign web interface in Microsoft Edge, the correct signature is presented.
However, when I use the DocuSign integration built into PDF-XChange Editor, a different, incorrect saved signature is consistently presented.
I cannot change the proposed signature within this PDF-XChange signing workflow.
Important distinction
This problem specifically concerns:
PDF-XChange Editor → „Signieren mit DocuSign“
It does not concern the normal DocuSign web interface.
It is also different from:
„Umschlag erstellen“ / „Create Envelope“
because that workflow requires me to place the signing fields manually and does not immediately present my own signature.
What I have already tested
I have already performed an extensive troubleshooting process.
PDF-XChange / local configuration
I completely uninstalled PDF-XChange Editor and removed the relevant user-specific PDF-XChange configuration.
Among other things, I removed:
the PDF-XChange Editor user registry configuration;
the DocuSign-specific PDF-XChange registry entries;
the DocuSign authentication tokens stored by PDF-XChange;
PDF-XChange temporary data;
the PDF-XChange-specific WebView2 data;
the PDF-XChange local AppData directory.
I then restarted Windows and installed PDF-XChange Editor again from scratch.
DocuSign authentication
After the clean installation, I logged into DocuSign again from within PDF-XChange Editor.
The problem remained unchanged:
PDF-XChange still presents the same incorrect signature.
I also explicitly logged out of DocuSign inside PDF-XChange, confirmed that the application showed the logged-out state, and then logged in again.
The problem remained unchanged.
Comparison with the normal DocuSign web interface
I tested the same DocuSign account directly in Microsoft Edge.
In the normal DocuSign web interface, my correct signature is available and is presented as expected.
Therefore, the problem appears to be specific to the PDF-XChange → DocuSign integration rather than to the availability of my signature in my DocuSign account.
Additional technical investigation
I also inspected the DocuSign web interface using the browser's developer tools.
The normal DocuSign account interface successfully retrieves the user's saved signature information and the associated signature image.
This confirms that the signature is correctly stored and available on the DocuSign account.
However, the signature presented by PDF-XChange is different from the one presented by the normal DocuSign web interface.
I was also able to confirm that PDF-XChange uses an embedded WebView-based DocuSign environment.
I deliberately do not include authentication tokens, session information, signature IDs, cookies or other account-specific identifiers in this ticket.
What I would like you to investigate
Could you please investigate specifically how PDF-XChange Editor determines the signature to use when executing:
„Sign with DocuSign“
In particular:
- Does PDF-XChange explicitly specify a particular DocuSign signature or signature configuration when creating the signing session?
- Does PDF-XChange pass a particular recipient name, email address, recipient ID, client user ID or other signer information to DocuSign?
- Could the automatically created self-signer have a different name/email combination or signer configuration from the one used by the normal DocuSign web interface?
- Does PDF-XChange store or cache any DocuSign-specific information outside the standard PDF-XChange Editor registry configuration that could influence the selected signature?
- Is this a known issue with the current version of PDF-XChange Editor or its DocuSign integration?
- Is there a supported way to reset or change the signature used specifically by „Sign with DocuSign“?
The issue survives a complete local cleanup and fresh installation of PDF-XChange Editor.
The behavior is therefore reproducible on a fresh PDF-XChange installation:
Normal DocuSign web interface → correct signature
PDF-XChange „Sign with DocuSign“ → incorrect signature
This makes me suspect a difference in the DocuSign signing session/envelope configuration generated by the PDF-XChange integration, rather than a local PDF-XChange cache or installation problem.
I would therefore appreciate it if you could investigate the issue at the PDF-XChange/DocuSign integration level, rather than recommending another reinstall or cache reset, as these steps have already been performed.
I can provide additional diagnostic information, screenshots or a specific test envelope if required.
Kind regards,
Tobias K
