Fields are grayed out and getting an "unavailable" error when trying to use a template I created

[alexdimberg]

I'm trying to use a template I created for a simple change order. When I go to use the template, it makes all the fields grey and say "unavailable". How can I get this to work?

[Hannah]

Sorry to hear about this, @alexdimberg.

Have you tried this from a different browser or a private browsing/incognito window, to see if that helps?

Let me know what you find.

[alexdimberg]

Hello! Yes - I've tried a new browser and browser settings. Thank you!

[Hannah]

How did it go, Alex?

Can you also clear your browser's cache and disable any extensions you might have and let me know how that goes? 

[alexdimberg]

Unfortunately, it's still not working. Thank you for your help!

[Nancy]

Hope you don’t mind me jumping in, @alexdimberg! Just to clarify, you’re having an issue with your template on your Dropbox Sign account and not the Signatures page of your Dropbox account, correct?

Can you send us a screenshot of what you see? Feel free to mask any parts you don't want to be visible publicly.

[alexdimberg]

Yes, the issue is with Dropbox Sign. This is what it looks like after I choose a template (a change order in this case) the fields are where they're supposed to be but are unavailable and the the template I used is underneath this one without the fields in place. 

Thank you!

[Nancy · Accepted solution]

Thanks for that! Did you also test this via an incognito window, like Hannah previously suggested?

I also did a search in our system and I can see you’ve been in touch with our support team about this; can you reply to our agent’s latest email, as well? I’ve left them an internal note on your behalf.

[alexdimberg]

I did test an incognito window and just replied to the agent! They suggested I clear the cache, used a different browser, and restored my browser to default settings - which I did try and still haven't had any luck.