First of all, this is not an error nor a bug, so there's no need to panic!

The "gray page" scenario, also known as "app.pandadoc.com refused to connect" error", triggers whenever a Qualee administrator navigates to Tools > Forms in the console without their PandaDoc manager access logged in within the same web browser.

This scenario is only applicable for Pro Plan subscriptions or to those who have access to the Qualee Compliance Features such as Forms.

And it only triggers once you've completed the first-time integration of Qualee with PandaDoc. If you haven't completed your integration yet, this article won't be applicable to you.

You may read our article on Integrating Qualee with PandaDoc for more information.

Now, assuming you've done your integration, you may and may not encounter this scenario depending on how many administrators are using the Qualee console.

Normally each Qualee client is given between 1-15 admins for the Qualee environment and one (1) PandaDoc manager access to manage documents and forms.

Note: Additional PandaDoc managers may also be purchased at an additional cost upon request.

You may encounter this scenario when:

You may also encounter this based on any of the listed scenarios above. However, you are more likely to encounter this because you are sharing one (1) PandaDoc manager access.

The common misconception by some Administrators is that once they have completed the integration of Qualee with PandaDoc using any administrator access, other administrators from different locations or workstations can already access the Forms feature by simply logging in to their Qualee administrator account.

It is important to take note that every administrator, who intends to manage or access forms, must log in with their Qualee administrator account and PandaDoc manager account within the same browser.

Here's a step-by-step guide on how to handle this "Gray page" scenario.

Step 1: Open another tab, and visit https://app.pandadoc.com/login

Step 2: Log in with your PandaDoc manager access

Step 3: Navigate back to the Qualee Console > Forms and refresh the browser.

There's no need to re-integrate Qualee and PandaDoc every time you change location, computer, or web browser.

You only need to ensure that you are logged in to both Qualee admin and Manager access within the same web browser.