Signature Failed Error During E-Signature Process

Published Date: October 14, 2025
Validated: Yes
Audience: Everyone

Products and Versions Covered:

Jama Connect® 9.28.x
Cloud/CVC
Self-hosted

Summary

This article explains why users may encounter the error message “Signature failed. Please contact support.” when attempting to complete an electronic signature during a review approval in Jama Connect®.

This issue occurs when the system detects that a signature has already been recorded for the user. As of version 9.28.x, Jama Connect® prevents duplicate signatures to ensure audit integrity and compliance.

By the end of this article, users will understand how to identify the cause of the error and take the appropriate steps to resolve it.

Resolution

Follow these steps to resolve the issue:

Verify signature status
- Navigate to the Review.
- Open the Stats tab.
- Confirm whether the user already shows as “Approved and signed.”
Avoid duplicate signing attempts
- Do not attempt to sign the same review more than once.
- Ensure the review is not open in multiple browser tabs during signing.
Retry only if not signed
- If the user is not listed as signed, refresh the page and attempt the action again within the same session.

Cause

This behavior is expected and is the result of a safeguard introduced in Jama Connect® 9.28.x.

The system prevents duplicate signatures when:

A user has already completed an Approve and Sign action
Multiple signing attempts are made simultaneously (for example, across browser tabs)

This ensures that electronic signatures remain accurate and compliant with audit requirements.

Prevention

To prevent this issue:

Always confirm signature status before attempting to sign
Avoid using multiple browser tabs when completing review approvals
Educate users about the expected system behavior following 9.28.x update

Additional Resources

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