What to Include in a QCDS Support Request

Exact action, area (admin/sender/signer/email/PDF/identity), version, non-secret Support Information, Request identity, affected signer/address, screenshot/reference code, reproducibility with a simple test, and secrets that must not be shared.

This guide applies to All plans and follows the accepted QC Digital Signature 2.0.7 implementation. Where older walkthrough language differs from the current interface or source behavior, use the current QCDS state as the authority.

Before You Begin

  • Capture the exact QCDS version, current Status message, Request identity, and the action that failed before changing several unrelated settings.
  • Do not include API keys, webhook signing secrets, old license keys, secure signer links, or private identity evidence in public diagnostics.
  • When possible, reproduce the problem with a small test PDF/test Contact so production data is not used as the diagnostic tool.

Step-by-Step Workflow

  1. Reproduce the issue once, if safe, and record the exact QCDS screen/action and visible message or reference.
  2. Check the current QCDS Status page and the owning object (workspace, Template, Request, signer, delivery, or completed artifact) before changing unrelated settings.
  3. Use the narrow test appropriate to the symptom: Joomla mail test, simple PDF, test Contact, provider Test Connection, Scheduled Task health, or entitlement refresh.
  4. Correct only the failing layer and retry the supported action.
  5. Verify the original transaction/evidence remains intact and gather safe non-secret diagnostics if support is still required.

Exact action, area (admin/sender/signer/email/PDF/identity), version,

Troubleshoot from the narrowest failing layer. Capture the exact action, visible error/reference, QCDS version, relevant Request/Template identity, and whether the problem occurs with a simple test case. Avoid “fixes” that destroy evidence—do not uninstall first, delete a transaction, ask signers to re-sign, clear entitlement history, or replace a valid completed artifact unless the documented recovery path specifically calls for it.

For What to Include in a QCDS Support Request, verify this behavior using the actual object involved rather than a generic assumption. A global administrator setting, a sender-workspace preference, a reusable Template, and a sent Request have different ownership and history rules. QCDS is intentionally designed so changes for future work do not silently rewrite the evidence of an already-sent transaction.

The current QCDS workflow preserves the intended result

Troubleshoot from the narrowest failing layer. Capture the exact action, visible error/reference, QCDS version, relevant Request/Template identity, and whether the problem occurs with a simple test case. Avoid “fixes” that destroy evidence—do not uninstall first, delete a transaction, ask signers to re-sign, clear entitlement history, or replace a valid completed artifact unless the documented recovery path specifically calls for it.

For What to Include in a QCDS Support Request, verify this behavior using the actual object involved rather than a generic assumption. A global administrator setting, a sender-workspace preference, a reusable Template, and a sent Request have different ownership and history rules. QCDS is intentionally designed so changes for future work do not silently rewrite the evidence of an already-sent transaction.

To verify before relying on this behavior in production

Troubleshoot from the narrowest failing layer. Capture the exact action, visible error/reference, QCDS version, relevant Request/Template identity, and whether the problem occurs with a simple test case. Avoid “fixes” that destroy evidence—do not uninstall first, delete a transaction, ask signers to re-sign, clear entitlement history, or replace a valid completed artifact unless the documented recovery path specifically calls for it.

How This Fits into the QCDS Workflow

Operational troubleshooting works best when the failure domain is isolated: installation/access, Scheduled Tasks, entitlement, PDF preparation, sending/mail, signer access/Identity Verification, or completion. Fix the narrow layer rather than resetting unrelated data.

When escalation is necessary, provide enough non-secret detail to reproduce the failure without sharing secure signer URLs, provider credentials, private identity media, or other protected evidence.

Verify the Result

  • A real test message leaves Joomla and arrives at the intended mailbox with the correct sender identity and format.
  • Request Details shows the expected lifecycle, participant, Timeline, and delivery state after the action.
  • The Completed PDF/Package opens, preserves the signed source and evidence, and the Audit Trail remains readable.
  • A direct follow-up test confirms the change affects future/current workflow behavior without rewriting historical sent Request evidence.

Common Mistakes to Avoid

  • Cancelling/recreating an otherwise valid Request just to repair one failed email address.
  • Leaving transient unsent work and expecting it to appear later as a persistent draft Request.
  • Troubleshooting QCDS message content before confirming Joomla itself can send mail.
  • Editing the characters inside a supported token or translating the token name.
  • Asking signers to sign again when only final PDF generation or completion delivery failed.

Troubleshooting

  • If the email does not arrive, test Joomla mail, check QCDS delivery history, then distinguish authentication/connection problems from a rejected recipient address.
  • If the PDF preview or completed artifact fails, reproduce with a small known-good PDF and check QCDS Status/Scheduled Task health before changing field data.
  • If the Request is partly successful, preserve it and repair the failed participant/delivery step. Successful links and recorded history should remain usable.

Operational Best Practice

Test meaningful changes with controlled data before relying on them in production. Keep QCDS, Joomla mail, Scheduled Tasks, and entitlement health observable; preserve successful Requests and completed evidence; and make the smallest change that solves the actual problem. For handoff or support, record the QCDS version, relevant Request/Template reference, the exact action taken, and the visible result without including secrets.

Community Discussion

Want to compare workflows, share practical tips, or discuss how you use this QCDS feature? Visit the QC Digital Signature Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.