Steps — Hilton

- If possible, proactively look up both the location and the client involved.

- If they have Real Time Updates enabled, use the Org ID to search via the Subscribers tab in Salesforce to bring up their organization and verify the current package version they are running.

- Check Packages & Licensing. Depending on the version of SEM (Sales and Events Management), issues can occur if they recently updated the Sertifi E-Sign for Salesforce package.

This error is often related to a package version mismatch. Ensure the client is on the current supported package version before escalating further.