Why can't people sign where they're supposed to?

I often have the issue that someone says they can sign someone else's like but can't sign their own.  Or they can't sign at all.

When I go to the audit, I find that all the fields are  labeled correctly.  They are using Chrome as their browser . . . so what can I do?  I can't sign for them . . . 

What can I do in this situation????

Thanks!

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