Overview
If a signed document or certificate from Broki e-sign won't download or won't open, the cause is usually that the signed copy hasn't been created yet, a document couldn't be processed, or the download didn't finish. The signatures themselves are recorded as soon as each recipient selects Complete & finish ✓, so a download problem doesn't mean the signing was lost.
This article covers the download messages brokers see on the E-Sign tab and E-Sign page, and what to do when a downloaded PDF won't open.
At a glance
This article is for a signed document or certificate that won't download or won't open.
Signed documents exist only after the package is Completed.
If you see "Preparing signed documents…", select Generate signed documents.
If a document could not be processed, the signatures and certificate are still recorded. Send a new package with a clean "Print to PDF" copy.
Broki doesn't add a password to signed documents. Download again from package history if the file on your computer won't open.
The message on screen decides the next step. "Preparing signed documents…" and "Signed documents not ready" are fixed with Generate signed documents. "One or more documents could not be processed" means you send a new package with a clean copy. "One or more signed documents could not be read" means you download each document separately. "Please sign in to download" means you sign in again. A file that will not open on your computer means you download it again.
Before you begin
Before you download signed documents, the package must be completed and you must be signed in to Broki.
Signed documents exist only for Completed packages, that is, after every recipient has signed.
Downloads happen in Broki: on the mortgage file's E-Sign tab (under History) or on the E-Sign page in the left sidebar (Packages or Certificates). You need to be signed in.
Recipients don't download signed documents from the signing page. If a client needs a copy, download it and share it with them.
Step-by-step instructions
These steps download a signed document or the certificate from package history.
Download the signed documents
Download the signed documents from History on the mortgage file's E-Sign tab.
Open the mortgage file, select the E-Sign tab, then History.
Expand the completed package.
Under Signed documents, select Download next to a document, or Download combined (PDF) for one file with all signed documents.
Select Download certificate (PDF) for the certificate of completion.
Open the downloaded file from your computer's downloads folder.
Confirm it worked: the signed document opens, shows the signatures in place, and has the "Certificate ID:" and "Verify:" lines at the top of each page.
Practical examples and other ways to use it
These examples are a file you emailed that won't open, and a lender that wants one PDF.
Client says the copy you emailed won't open. Download it again from the package history and attach the new file. If your email system limits attachment size, share it through the client portal instead.
Lender needs one file. Use Download combined (PDF), then check that every document is included before you send it.
Common mistakes and how to avoid them
These mistakes are downloading too early, expecting the combined PDF to include every document, or opening the file inside an email preview.
Downloading before the package is complete. While anyone still needs to sign, there are no signed documents yet. Check that the package shows Completed.
Assuming the combined PDF includes everything. Download combined (PDF) includes only documents that have a signed copy. If a document has no Download button next to it, it's missing from the combined file too.
Opening the PDF inside an email preview. Some previews don't show all pages or the signature images. Save the file and open it in a PDF viewer.
Troubleshooting
This troubleshooting section matches each download message to a fix.
"Preparing signed documents…" stays on screen
"Preparing signed documents…" stays on screen when the signed copies are still being created.
Possible causes
The signed copies are still being created after the last signature.
To fix
Select Generate signed documents.
Wait for the success message "Signed documents generated."
Confirm it worked
Signed documents lists each document with a Download button.
"One or more documents could not be processed (encrypted, password-protected, or invalid)…"
The message "One or more documents could not be processed (encrypted, password-protected, or invalid)…" means Broki recorded the signatures but couldn't create a signed copy of a protected or damaged document.
Possible causes
A document in the package is protected or damaged, so Broki couldn't create its signed copy. The signatures and the certificate are still recorded.
To fix
Make a clean copy of the affected document with "Print to PDF".
Send a new package with the clean copy to the same recipients.
"Signed documents not ready. Try again in a moment or use Generate."
The message "Signed documents not ready. Try again in a moment or use Generate." means no signed copy exists yet.
Possible causes
No signed copy exists yet for any document in the package.
To fix
Select Generate signed documents, then try the download again.
"One or more signed documents could not be read. Re-generate signed documents from the package (use non-encrypted PDFs) and try again."
The message "One or more signed documents could not be read. Re-generate signed documents from the package (use non-encrypted PDFs) and try again." means one signed copy can't be combined with the others.
Possible causes
One of the signed copies can't be combined with the others.
To fix
Download each document separately with Download.
If one of them won't open, follow the steps for "One or more documents could not be processed".
"Please sign in to download." or "Authorization required. Try again while signed in."
The message "Please sign in to download." or "Authorization required. Try again while signed in." means your Broki session ended.
Possible causes
Your Broki session has ended.
To fix
Sign in again and repeat the download.
The downloaded file won't open or shows as damaged
The downloaded file won't open or shows as damaged when the download was cut off or the file was changed afterward.
Possible causes
The download was interrupted, so the file is incomplete.
The file was changed after download, for example by a tool that edits or compresses PDFs.
To fix
Download the file again from the package history.
Open it in a PDF viewer rather than a browser tab or email preview.
Contact support if a fresh download still won't open. Include the loan code or borrower name, the package title, which button you used, the exact message, and the approximate time.
Tips and best practices
These tips keep a completed package on the mortgage file and keep the downloaded PDF unchanged.
Save the signed documents and the certificate to the mortgage file as soon as a package completes, so you aren't relying on a later download.
Send the original downloaded file to lenders. Editing or re-saving a signed PDF changes it from the copy Broki recorded.
Limitations and important behavior
These limits cover passwords, partial signed copies, and when a new package is needed.
Broki doesn't add a password to signed documents. If a PDF asks for a password, it isn't the copy downloaded from Broki.
A completed package can have signed copies for some documents and not others. Only documents with a Download button have a signed copy.
Signing again isn't needed when a download fails. Only a document that couldn't be processed needs a new package.
Frequently asked questions
These answers cover whether a client can download signed documents and whether verification fixes a file.
Can my client download the signed documents? Not from the signing page. The last signer can download the certificate there. Share the signed documents with them yourself.
Does verifying the certificate fix a file that won't open? No. Verification confirms the signing record. To get a working file, download it again.
Related articles
These articles cover unreadable PDFs, sending a package, certificates, and a client who can't sign.