Docusign Incident History

Jun 14, 2025

Report: "NA21 CLM: Users may be unable to access content and execute reports (DIRCA-2787)"

Last update 2025-06-14T01:19:20.792Z

identified2025-06-14T01:19:20.789Z

Some users may be experiencing errors when attempting to access content in their CLM account. We have identified the cause of the issue and are working on a resolution.

Jun 9, 2025

Report: "EU PROD eSign: Users may have experienced issues errors when sending, signing or using ID verification"

Last update 2025-06-09T22:15:05.052Z

resolved2025-06-09T22:15:05.030Z

Users may have experienced issues sending documents for signature, signing or logging in using ID verification from 2025-06-09 09:08 AM UTC until 2025-06-09 10:01 PM UTC. The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

Jun 6, 2025

Report: "Customers may experience signature errors or timeouts in the TSP Production environment (DIRCA-2725)"

Last update 2025-06-06T14:29:02.181Z

investigating2025-06-06T14:29:02.177Z

We are currently investigating this issue.

Jun 4, 2025

Report: "Some customers may experience errors viewing documents (DIRCA-2705)"

Last update 2025-06-04T21:58:53.848Z

resolved2025-06-04T21:56:56.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-06-04 05:11 PM UTC until 2025-06-04 06:32 PM UTC

investigating2025-06-04T21:56:44.807Z

We are currently investigating this issue.

Report: "Some users may experience errors when logging into EU11"

Last update 2025-06-04T19:44:25.924Z

investigating2025-06-04T19:44:25.922Z

We are currently investigating this issue.

May 30, 2025

Report: "EU IAM Navigator and CLM: Users may experience latency or errors when attempting to use AI features (DIRCA-2666)"

Last update 2025-05-30T21:54:39.216Z

resolved2025-05-23T20:58:19.220Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

identified2025-05-23T20:36:43.745Z

We have identified the cause of the problem and are working on resolution.

investigating2025-05-23T20:04:24.354Z

We are currently investigating this issue.

May 29, 2025

Report: "PROD Rooms: Some users were unable to print or download forms (DIRCA-2683)"

Last update 2025-05-29T17:19:14.371Z

resolved2025-05-27T22:11:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Some users in Rooms Prod may have been unable to print or download forms between 2025-05-27 08:01 PM UTC and 2025-05-27 10:10 PM UTC.

May 27, 2025

Report: "PROD Rooms: Some users were unable to print or download forms (DIRCA-2683)"

Last update 2025-05-27T20:01:00.000Z

Resolved2025-05-27T20:01:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Some users in Rooms Prod may have been unable to print or download forms between 2025-05-27 08:01 PM UTC and 2025-05-27 10:10 PM UTC.

Report: "PROD Rooms: Some users were unable to print or download forms"

Last update 2025-05-27T20:01:00.000Z

Resolved2025-05-27T20:01:00.000Z

Some users in Rooms Prod may have been unable to print or download forms between 2025-05-27 08:01 PM UTC and 2025-05-27 10:10 PM UTC.

Report: "PROD eSign: Some customers may not receive connect events (DIRCA-2679)"

Last update 2025-05-27T17:54:49.722Z

resolved2025-05-27T17:54:49.705Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

investigating2025-05-27T17:13:48.567Z

We are continuing to investigate this issue.

investigating2025-05-27T16:30:58.536Z

Some customers who have configured organization based connect events, may not receive notification of events. We are investigating the issue.

Report: "PROD eSign: Some customers may not receive connect events (DIRCA-2679)"

Last update 2025-05-27T16:30:00.000Z

Investigating2025-05-27T16:30:00.000Z

Some customers who have configured organization based connect events, may not receive notification of events. We are investigating the issue.

May 26, 2025

Report: "eSign/CLM PROD: Users may experience errors when attempting to login or navigate the eSign site (DIRCA-2671)"

Last update 2025-05-26T02:04:38.104Z

resolved2025-05-25T07:59:17.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. eSign customers may have experienced errors when logging in or navigating the site from 2025-05-25 05:33 AM UTC until 2025-05-25 06:31 AM UTC. During the same window, CLM users who use eSign login may have experienced errors logging in.

monitoring2025-05-25T06:59:46.033Z

We have taken steps to mitigate impact and are monitoring recovery.

investigating2025-05-25T06:25:29.110Z

We are currently investigating this issue.

May 25, 2025

Report: "eSign/CLM PROD: Users may experience errors when attempting to login or navigate the eSign site (DIRCA-2671)"

Last update 2025-05-25T07:59:00.000Z

Resolved2025-05-25T07:59:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.eSign customers may have experienced errors when logging in or navigating the site from 2025-05-25 05:33 AM UTC until 2025-05-25 06:31 AM UTC. During the same window, CLM users who use eSign login may have experienced errors logging in.

Monitoring2025-05-25T06:59:00.000Z

We have taken steps to mitigate impact and are monitoring recovery.

Investigating2025-05-25T06:25:00.000Z

We are currently investigating this issue.

Report: "eSign PROD: Users may experience errors when attempting to login or navigate the eSign site (DIRCA-2671)"

Last update 2025-05-25T06:59:00.000Z

Monitoring2025-05-25T06:59:00.000Z

We have taken steps to mitigate impact and are monitoring recovery.

Investigating2025-05-25T06:25:00.000Z

We are currently investigating this issue.

Report: "eSign PROD: Users may experience errors when attempting to login or navigate the eSign site."

Last update 2025-05-25T06:25:00.000Z

Investigating2025-05-25T06:25:00.000Z

We are currently investigating this issue.

May 23, 2025

Report: "EU IAM Navigator and CLM: Users may experience latency or errors when attempting to use AI features (DIRCA-2666)"

Last update 2025-05-23T20:58:00.000Z

Resolved2025-05-23T20:58:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

Identified2025-05-23T20:36:00.000Z

We have identified the cause of the problem and are working on resolution.

Investigating2025-05-23T20:04:00.000Z

We are currently investigating this issue.

Report: "EU IAM Navigator and eSign: Users may experience latency or errors when attempting to use AI features (DIRCA-2666)"

Last update 2025-05-23T20:04:00.000Z

Investigating2025-05-23T20:04:00.000Z

We are currently investigating this issue.

May 22, 2025

Report: "CLM Prod: Customers attempting to generate a document from Salesforce are being incorrectly redirected (DIRCA-2659)"

Last update 2025-05-22T18:17:40.213Z

resolved2025-05-22T17:24:26.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

identified2025-05-22T16:41:35.647Z

The team is continuing to work on resolving this issue. We expect resolution soon.

identified2025-05-22T15:52:43.770Z

The issue has been identified and we are working on resolution.

investigating2025-05-22T15:38:48.000Z

We continue to investigate the issue. The problem appears related to authentication tokens. As a temporary workaround for SSO users, logging in to your CLM instance before attempting document generation from Salesforce resolves the problem.

investigating2025-05-22T15:09:23.402Z

We are currently investigating this issue.

Report: "CLM Prod: Customers attempting to generate a document from Salesforce are being incorrectly redirected (DIRCA-2659)"

Last update 2025-05-22T17:24:00.000Z

Resolved2025-05-22T17:24:00.000Z

A fix has been implemented and we are monitoring improvement.

Update2025-05-22T16:41:00.000Z

The team is continuing to work on resolving this issue. We expect resolution soon.

Identified2025-05-22T15:52:00.000Z

The issue has been identified and we are working on resolution.

Update2025-05-22T15:38:00.000Z

We continue to investigate the issue. The problem appears related to authentication tokens. For SSO users, logging in before attempting document generation from Salesforce resolves the problem for some users.

Investigating2025-05-22T15:09:00.000Z

We are currently investigating this issue.

Report: "CLM Prod: Customers attempting to generate a document from Salesforce are being incorrectly redirected"

Last update 2025-05-22T15:09:00.000Z

Investigating2025-05-22T15:09:00.000Z

We are currently investigating this issue.

May 19, 2025

Report: "AU PROD eSign: Users may experience latency or errors when navigating the site (DIRCA-2611)"

Last update 2025-05-19T20:52:16.127Z

postmortem2025-05-19T20:46:13.635Z

## RCA for AU eSign Service Disruption on May 14, 2025 ### Impact Summary: From May 14, 2025 10:00 PM UTC to May 15, 2025 01:31 AM UTC, customers may have experienced errors or increased latency across the eSignature service based out of the AU site. Some users may have experienced intermittent latency or errors when attempting to login, sign or send documents for signature. ### Cause: The disruption inadvertently occurred as a result of a planned service migration. During the impacted window, some servers were unable to connect to a database due to a configuration issue. This generated latency and errors for customers. ### Resolution: To restore services for customers, the impacting configuration change was rolled back. To better detect and more quickly address this type of failure in the future: * We are updating our internal procedures to perform additional validation testing to help ensure connections to databases are stable. * We are assessing refinements to our failure timeout periods to further enhance system resiliency.

resolved2025-05-15T01:49:15.012Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

monitoring2025-05-15T01:37:52.313Z

We have applied a change and are seeing some improvements. We continue to monitor system health.

identified2025-05-15T01:12:43.749Z

We continue to actively work on improving site performance. Users may be experiencing latency or errors when attempting to navigate the site.

identified2025-05-15T00:37:11.292Z

We have identified the cause of the issue and and working on restoring service. We are seeing some improvement, although customers may still experience latency or errors.

investigating2025-05-15T00:27:18.787Z

We continue to actively investigate this incident and devise a plan to restore service.

investigating2025-05-14T23:57:33.074Z

We are currently investigating this issue.

May 15, 2025

Report: "AU PROD eSign: Users may experience latency or errors when navigating the site (DIRCA-2611)"

Last update 2025-05-15T01:49:00.000Z

Resolved2025-05-15T01:49:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

Monitoring2025-05-15T01:37:00.000Z

We have applied a change and are seeing some improvements. We continue to monitor system health.

Update2025-05-15T01:12:00.000Z

We continue to actively work on improving site performance. Users may be experiencing latency or errors when attempting to navigate the site.

Identified2025-05-15T00:37:00.000Z

We have identified the cause of the issue and and working on restoring service. We are seeing some improvement, although customers may still experience latency or errors.

Update2025-05-15T00:27:00.000Z

We continue to actively investigate this incident and devise a plan to restore service.

Investigating2025-05-14T23:57:00.000Z

We are currently investigating this issue.

May 14, 2025

Report: "AU PROD eSign: Users may experience latency or errors when navigating the site"

Last update 2025-05-14T23:57:00.000Z

Investigating2025-05-14T23:57:00.000Z

We are currently investigating this issue.

Report: "Rooms users attempting to validate NAR forms or create envelopes are seeing a "Error calling 3rd party" message (DIRCA-2597)"

Last update 2025-05-14T15:00:32.689Z

resolved2025-05-14T15:00:32.674Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-05-13 10:12 PM UTC until 2025-05-14 02:46 PM UTC.

identified2025-05-14T14:40:53.177Z

The issue has been identified and a fix is being implemented.

investigating2025-05-14T13:46:31.952Z

We are currently investigating this issue.

Report: "Rooms users attempting to validate NAR forms or create envelopes are seeing a "Error calling 3rd party" message (DIRCA-2597)"

Last update 2025-05-14T13:46:00.000Z

Investigating2025-05-14T13:46:00.000Z

We are currently investigating this issue.

May 13, 2025

Report: "NA11 UAT CLM: Some users may experience errors when logging in (DIRCA-2593)"

Last update 2025-05-13T21:27:33.736Z

resolved2025-05-13T20:12:10.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-05-13 7:27 PM UTC until 2025-05-13 08:00 PM UTC.

investigating2025-05-13T19:46:32.779Z

We are currently investigating this issue.

Report: "NA11 UAT CLM: Some users may experience errors when logging in (DIRCA-2593)"

Last update 2025-05-13T20:12:00.000Z

Resolved2025-05-13T20:12:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-05-13 7:27 PM UTC until 2025-05-13 08:00 PM UTC.

Investigating2025-05-13T19:46:00.000Z

We are currently investigating this issue.

Report: "NA11 UAT CLM: Some users may experience errors when logging in."

Last update 2025-05-13T19:46:00.000Z

Investigating2025-05-13T19:46:00.000Z

We are currently investigating this issue.

May 12, 2025

Report: "Rooms Prod: Users may experience problems joining rooms (DIRCA-2581)"

Last update 2025-05-12T17:52:33.791Z

resolved2025-05-12T17:52:33.777Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-05-12 03:30 PM UTC until 2025-05-12 05:35 PM UTC.

investigating2025-05-12T16:51:15.618Z

We are currently investigating this issue.

Report: "Rooms Prod: Users may experience problems joining rooms (DIRCA-2581)"

Last update 2025-05-12T16:51:00.000Z

Investigating2025-05-12T16:51:00.000Z

We are currently investigating this issue.

Report: "Rooms Prod: Users may experience problems joining rooms"

Last update 2025-05-12T16:51:00.000Z

Investigating2025-05-12T16:51:00.000Z

We are currently investigating this issue.

Report: "eSign Demo: Some users may experience issues uploading documents while using Firefox or Safari (DIRCA-2580)"

Last update 2025-05-12T12:12:46.965Z

resolved2025-05-12T12:12:46.951Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

investigating2025-05-12T11:15:42.711Z

Our teams are actively investigating this issue. We will provide an update once a resolution is identified. In the meantime, as a workaround, please use Chrome or Edge in the demo environment.

investigating2025-05-12T10:56:38.935Z

We are currently investigating this issue.

Report: "eSign Demo: Some users may experience issues uploading documents while using Firefox or Safari (DIRCA-2580)"

Last update 2025-05-12T10:56:00.000Z

Investigating2025-05-12T10:56:00.000Z

We are currently investigating this issue.

May 9, 2025

Report: "DSF Prod: Users may experience errors when signing documents (DIRCA-2571)"

Last update 2025-05-09T21:30:39.048Z

resolved2025-05-09T21:30:39.033Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-05-09 07:40 PM UTC until 2025-05-09 09:04 UTC.

identified2025-05-09T21:04:26.471Z

We have identified the problem and a fix is underway.

investigating2025-05-09T20:49:54.115Z

We are currently investigating this issue.

Report: "DSF Prod: Users may experience errors when signing documents (DIRCA-2571)"

Last update 2025-05-09T20:49:00.000Z

Investigating2025-05-09T20:49:00.000Z

We are currently investigating this issue.

Report: "NA2 eSign: Some users may experience a problem uploading documents (DIRCA-2570)"

Last update 2025-05-09T18:06:06.574Z

resolved2025-05-09T18:03:57.371Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

investigating2025-05-09T17:08:40.236Z

We are continuing to investigate this issue.

investigating2025-05-09T17:08:18.000Z

We are investigating reports of some users unable to upload Microsoft Word documents.

Report: "NA2 eSign: Some users may experience a problem uploading documents (DIRCA-2570)"

Last update 2025-05-09T18:03:00.000Z

Resolved2025-05-09T18:03:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

Update2025-05-09T17:08:00.000Z

We are continuing to investigate this issue.

Investigating2025-05-09T17:08:00.000Z

We are investigating reports of some users unable to upload Microsoft Word documents.

Report: "NA2 eSign: Some users may experience a problem uploading documents"

Last update 2025-05-09T17:08:00.000Z

Update2025-05-09T17:08:00.000Z

We are continuing to investigate this issue.

Investigating2025-05-09T17:08:00.000Z

We are investigating reports of some users unable to upload Microsoft Word documents.

May 8, 2025

Report: "PROD eSign: Admin users may be unable to edit some sharing options (DIRCA-2525)"

Last update 2025-05-08T16:03:27.766Z

resolved2025-05-08T15:40:41.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-23 12:00 AM UTC until 2025-05-7 11:20 PM UTC.

monitoring2025-05-08T05:32:26.247Z

We are continuing to monitor for further issues. The next update will be tomorrow morning.

monitoring2025-05-07T23:44:30.920Z

A fix has been implemented and we are verifying the results.

identified2025-05-07T03:06:21.000Z

We have made a number of change and are seeing some improvements, but are not yet fully recovered. We continue to work on returning to normal performance of the 'Edit on behalf of' and 'Send on behalf of' Admin functions. Next update will be by end of day.

identified2025-05-07T00:41:41.808Z

We are continuing to work on a fix for this issue.

identified2025-05-06T17:37:56.573Z

The issue has been identified and a fix is being implemented.

investigating2025-05-06T16:00:34.000Z

We continue to actively investigate the issue and have made progress in narrowing down the cause.

monitoring2025-05-06T05:00:00.923Z

A fix has been implemented and we are monitoring the results. The next update will be in a few hours.

investigating2025-05-06T02:57:59.260Z

We continue to actively investigate the issue and have made progress in narrowing down the cause.

investigating2025-05-06T01:25:20.983Z

We are continuing to investigate this issue.

investigating2025-05-06T00:42:36.806Z

We are currently investigating reports that Admin users are unable to grant 'Edit on behalf of' and 'Send on behalf of' sharing options.

May 7, 2025

Report: "NA11 CLM Search: Some users may is experience latency/errors (DIRCA-2551)"

Last update 2025-05-07T18:23:23.374Z

resolved2025-05-07T18:03:01.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced latency or errors from 2025-05-07 03:36 PM UTC until 2025-05-07 05:42 PM UTC.

identified2025-05-07T16:38:02.000Z

Some CLM users in NA11 may experience intermittent latency or errors when using Search. We have identified the problem and are working on a resolution.

Report: "NA11 CLM Search: Some users may is experience latency/errors (DIRCA-2551)"

Last update 2025-05-07T16:38:00.000Z

Identified2025-05-07T16:38:00.000Z

Some CLM users in NA11 may experience intermittent latency or errors when using Search. We have identified the problem and are working on a resolution.

Report: "NA11 CLM Search is experiencing latency/errors (DIRCA-2551)"

Last update 2025-05-07T16:38:00.000Z

Identified2025-05-07T16:38:00.000Z

CLM users in NA11 may experience intermittent latency or errors when using Search. We have identified the problem and are working on a resolution.

May 6, 2025

Report: "Prod/Demo Rooms: Document tag values are not persisting across flows (DIRCA-2544)"

Last update 2025-05-06T20:14:33.012Z

resolved2025-05-06T20:14:32.997Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-05-06 06:21 PM UTC until 2025-05-06 08:08 PM UTC.

identified2025-05-06T19:28:08.205Z

The team has identified the cause of the impact and is working on a resolution.

investigating2025-05-06T19:16:00.458Z

We are investigating reports in Rooms that tags added to forms are not persisted when adding to an envelope.

Report: "Prod/Demo Rooms: Document tag values are not persisting across flows (DIRCA-2544)"

Last update 2025-05-06T19:28:00.000Z

Identified2025-05-06T19:28:00.000Z

The team has identified the cause of the impact and is working on a resolution.

Investigating2025-05-06T19:16:00.000Z

We are investigating reports in Rooms that tags added to forms are not persisted when adding to an envelope.

Report: "Rooms Prod: Document tag values are not persisting across flows"

Last update 2025-05-06T19:16:00.000Z

Investigating2025-05-06T19:16:00.000Z

We are investigating reports in Rooms that tags added to forms are not persisted when adding to an envelope.

Report: "Rooms Prod/Demo: Document tag values are not persisting across flows (DIRCA-2544)"

Last update 2025-05-06T19:16:00.000Z

Investigating2025-05-06T19:16:00.000Z

We are investigating reports in Rooms that tags added to forms are not persisted when adding to an envelope.

Report: "PROD eSign: Admin users may be unable to edit some sharing options (DIRCA-2525)"

Last update 2025-05-06T00:42:00.000Z

Investigating2025-05-06T00:42:00.000Z

We are currently investigating reports that Admin users are unable to grant 'Edit on behalf of' and 'Send on behalf of' sharing options.

Apr 30, 2025

Report: "NA/EU/CA PROD eSign: Users may have experienced a gateway timeout error (DIRCA-2506)"

Last update 2025-04-30T21:29:30.661Z

resolved2025-04-25T21:15:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Users may have experienced a Gateway Timeout error when sending envelopes for signature or signing documents between 2025-04-23 05:59 PM UTC to 2025-04-25 09:10 PM UTC.

Apr 27, 2025

Report: "EU PROD eSign: Some users may have been unable to login via SSO (DIRCA-2511)"

Last update 2025-04-27T04:51:01.171Z

resolved2025-04-27T04:50:17.339Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-27 03:13 AM UTC to 2025-04-27 03:28 UTC.

monitoring2025-04-27T04:48:55.008Z

We are continuing to monitor for any further issues.

monitoring2025-04-27T04:21:34.241Z

Between 2025-04-27 03:13 AM UTC and 2025-04-27 03:28 UTC some users may have been unable to login using SSO. Impact is resolved and we are monitoring login service health.

Report: "EU PROD eSign: Some users may have been unable to login via SSO (DIRCA-2511)"

Last update 2025-04-27T04:50:00.000Z

Resolved2025-04-27T04:50:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-04-27 03:13 AM UTC to 2025-04-27 03:28 UTC.

Update2025-04-27T04:48:00.000Z

We are continuing to monitor for any further issues.

Monitoring2025-04-27T04:21:00.000Z

Between 2025-04-27 03:13 AM UTC and 2025-04-27 03:28 UTC some users may have been unable to login using SSO. Impact is resolved and we are monitoring login service health.

Report: "EU PROD eSign: Some users may have been unable to login via SSO"

Last update 2025-04-27T04:21:00.000Z

Monitoring2025-04-27T04:21:00.000Z

Between 2025-04-27 03:13 AM UTC and 2025-04-27 03:28 UTC some users may have been unable to login using SSO. Impact is resolved and we are monitoring login service health.

Apr 26, 2025

Report: "US/EU/CA eSign: Users may experience delays while navigating the site (DIRCA-2507)"

Last update 2025-04-26T01:06:46.223Z

resolved2025-04-25T23:11:51.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced latency or errors from 2025-04-25 09:36 PM UTC until 2025-04-25 10:17 PM UTC.

monitoring2025-04-25T22:25:10.413Z

A fix has been implemented and we are monitoring the results.

investigating2025-04-25T22:05:02.258Z

We are continuing to investigate this issue.

investigating2025-04-25T21:56:09.636Z

We are currently investigating this issue.

Apr 25, 2025

Report: "US/EU/CA eSign: Users may experience delays while navigating the site (DIRCA-2507)"

Last update 2025-04-25T23:11:00.000Z

Resolved2025-04-25T23:11:00.000Z

This incident has been resolved.

Monitoring2025-04-25T22:25:00.000Z

A fix has been implemented and we are monitoring the results.

Update2025-04-25T22:05:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-25T21:56:00.000Z

We are currently investigating this issue.

Report: "US/EU/CA eSign: Users may delays while navigating the site."

Last update 2025-04-25T22:05:00.000Z

Update2025-04-25T22:05:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-25T21:56:00.000Z

We are currently investigating this issue.

Report: "US/EU/CA eSign: Users may experience delays while navigating the site."

Last update 2025-04-25T22:05:00.000Z

Update2025-04-25T22:05:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-25T21:56:00.000Z

We are currently investigating this issue.

Report: "US/EU/CA eSign: Users may experience with navigating the site."

Last update 2025-04-25T21:56:00.000Z

Investigating2025-04-25T21:56:00.000Z

We are currently investigating this issue.

Report: "US/EU/CA PROD eSign: Users may have experienced a gateway timeout error (DIRCA-2506)"

Last update 2025-04-25T21:15:00.000Z

Resolved2025-04-25T21:15:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Users may have experienced a Gateway Timeout error when sending envelopes for signature or signing documents between 2025-04-23 05:59 PM UTC to 2025-04-25 09:10 PM UTC.

Report: "US/EU/CA eSign: Users may have experienced errors when sending envelopes with large files (DIRCA-2506)"

Last update 2025-04-25T21:15:00.000Z

Resolved2025-04-25T21:15:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Users may have experienced errors sending envelopes with large files between 2025-04-24 05:43 AM UTC to 2025-04-25 09:10 PM UTC.

Report: "NA/EU/CA PROD eSign: Users may have experienced a gateway timeout error (DIRCA-2506)"

Last update 2025-04-25T21:15:00.000Z

Resolved2025-04-25T21:15:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Users may have experienced a Gateway Timeout error when sending envelopes for signature or signing documents between 2025-04-23 05:59 PM UTC to 2025-04-25 09:10 PM UTC.

Apr 24, 2025

Report: "eSign EU/NA/AU PROD: Users may intermittently experience latency or errors using eSignature services (DIRCA-2500)"

Last update 2025-04-24T21:56:18.461Z

resolved2025-04-24T17:11:41.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-24 07:01 AM UTC until 2025-04-24 05:11 PM UTC.

identified2025-04-24T15:22:26.000Z

Users may be experiencing latency or errors when navigating the site. We have identified the problem and are working on resolving.

investigating2025-04-24T08:40:20.000Z

We are currently investigating this issue.

Report: "CLM Prod/UAT: Email Report Smart Rules Failing Due to File Size (DIRCA-2426)"

Last update 2025-04-24T17:44:32.355Z

resolved2025-04-11T05:17:16.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-09 01:00:29 UTC to 2025-04-11 04:56 UTC.

identified2025-04-11T02:25:17.354Z

Deployment and validation in UAT are completed. Deployment to Production is underway.

identified2025-04-10T23:38:22.705Z

We are beginning the deployment to UAT. Next update in 2 hours or on status change.

identified2025-04-10T21:09:26.000Z

We are in the process of testing a fix to address this issue and expect resolution soon. Next update will be in 2 hours.

identified2025-04-10T20:05:51.187Z

We are continuing to work on a fix for this issue. We'll provide an update within the next hour.

identified2025-04-10T16:46:30.720Z

Users of Email Report Smart Rules may experience failures impacting delivery of reports. We have identified the cause of the problem and are working on a resolution.

Report: "CLM UAT: Customers may experience issues using conditional logic within forms (DIRCA-2442)"

Last update 2025-04-24T17:42:31.121Z

resolved2025-04-14T02:14:03.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-11 21:03 PM UTC to 2025-04-14 02:11 AM UTC.

investigating2025-04-14T01:32:01.078Z

We are continuing to investigate this issue.

investigating2025-04-14T01:31:28.831Z

We are currently investigating the issue.

Report: "eSign/CLM Prod: Users may be unable to login or access core eSign/CLM functions (DIRCA-2498)"

Last update 2025-04-24T17:34:42.022Z

resolved2025-04-24T05:22:45.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-24 02:02 AM UTC until 2025-04-24 05:20 AM UTC.

identified2025-04-24T05:09:25.856Z

CLM sites have returned to normal operation and we are seeing improvement in eSign sites. We continue to monitor improvement and will update again as it changes.

identified2025-04-24T04:17:45.948Z

We are continuing to aggressively work on a resolution to this incident. Changes applied so far to address the problem have not fully mitigated the impact.

identified2025-04-24T03:31:18.187Z

We are continuing to work on a fix for this issue.

identified2025-04-24T02:50:29.878Z

The team has identified the cause of the issue and is taking steps to mitigate customer impact.

investigating2025-04-24T02:23:45.883Z

We are currently investigating this issue.

Report: "eSign EU/NA/AU PROD: Users may intermittently experience latency or errors using eSignature services (DIRCA-2500)"

Last update 2025-04-24T17:11:00.000Z

Resolved2025-04-24T17:11:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-04-24 07:01 AM UTC until 2025-04-24 05:11 PM UTC.

Identified2025-04-24T15:22:00.000Z

Users may be experiencing latency or errors when navigating the site. We have identified the problem and are working on resolving.

Investigating2025-04-24T08:40:00.000Z

We are currently investigating this issue.

Report: "eSign PROD: Users may experience errors intermittent errors when navigating the site"

Last update 2025-04-24T16:31:00.000Z

Identified2025-04-24T16:31:00.000Z

Users may be experiencing an error or a blank page load when navigating the site. We have identified the problem and are working on resolving.

Report: "eSign PROD: Users may experience errors intermittent errors when navigating the site (DIRCA-2500)"

Last update 2025-04-24T16:31:00.000Z

Identified2025-04-24T16:31:00.000Z

Users may be experiencing an error or a blank page load when navigating the site. We have identified the problem and are working on resolving.

Report: "eSign EU/NA/AU: Users may intermittently experience latency using eSignature services (DIRCA-2500)"

Last update 2025-04-24T14:48:00.000Z

Investigating2025-04-24T14:48:00.000Z

We are currently investigating this issue.

Report: "EU eSign: Users may experience latency using eSignature services (DIRCA-2500)"

Last update 2025-04-24T11:52:00.000Z

Resolved2025-04-24T11:52:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

Update2025-04-24T10:35:00.000Z

We are continuing to investigate this issue.

Update2025-04-24T09:24:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-24T08:40:00.000Z

We are currently investigating this issue.

Report: "EU eSign: Users may experience latency using eSignature services (DIRCA-2550)"

Last update 2025-04-24T08:40:00.000Z

Investigating2025-04-24T08:40:00.000Z

We are currently investigating this issue.

Report: "eSign/CLM Prod: Users may be unable to login or access core eSign/CLM functions (DIRCA-2498)"

Last update 2025-04-24T04:17:00.000Z

Update2025-04-24T04:17:00.000Z

We are continuing to aggressively work on a resolution to this incident. Changes applied so far to address the problem have not fully mitigated the impact.

Update2025-04-24T03:31:00.000Z

We are continuing to work on a fix for this issue.

Identified2025-04-24T02:50:00.000Z

The team has identified the cause of the issue and is taking steps to mitigate customer impact.

Investigating2025-04-24T02:23:00.000Z

We are currently investigating this issue.

Report: "eSign/CLM Prod: Users may be unable to login or access core eSign/CLM functions"

Last update 2025-04-24T03:31:00.000Z

Update2025-04-24T03:31:00.000Z

We are continuing to work on a fix for this issue.

Identified2025-04-24T02:50:00.000Z

The team has identified the cause of the issue and is taking steps to mitigate customer impact.

Investigating2025-04-24T02:23:00.000Z

We are currently investigating this issue.

Report: "eSign/CLM Prod: Users may be unable to login or access core eSign and CLM functions (DIRCA-2498)"

Last update 2025-04-24T03:31:00.000Z

Update2025-04-24T03:31:00.000Z

We are continuing to work on a fix for this issue.

Identified2025-04-24T02:50:00.000Z

The team has identified the cause of the issue and is taking steps to mitigate customer impact.

Investigating2025-04-24T02:23:00.000Z

We are currently investigating this issue.

Report: "eSign Prod: Users may be unable to login or access core eSign functions"

Last update 2025-04-24T02:23:00.000Z

Investigating2025-04-24T02:23:00.000Z

We are currently investigating this issue.

Apr 23, 2025

Report: "eSign and IAM customers may see errors upon login. CLM customers may observe errors when interacting with operations. (DIRCA-2483)"

Last update 2025-04-23T13:17:44.649Z

resolved2025-04-23T13:17:44.629Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-23 10:09 AM UTC until 2025-04-23 11:09 AM UTC.

monitoring2025-04-23T11:42:29.740Z

A fix has been implemented and we are monitoring the results.

identified2025-04-23T11:24:34.001Z

The issue has been identified and a fix is being implemented.

investigating2025-04-23T10:59:47.033Z

We are currently investigating this issue.

Report: "eSign and IAM customers may see errors upon login. CLM customers may observe errors when interacting with operations. (DIRCA-2483)"

Last update 2025-04-23T13:17:00.000Z

Resolved2025-04-23T13:17:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-04-23 10:09 AM UTC until 2025-04-23 11:09 AM UTC.

Monitoring2025-04-23T11:42:00.000Z

A fix has been implemented and we are monitoring the results.

Identified2025-04-23T11:24:00.000Z

The issue has been identified and a fix is being implemented.

Investigating2025-04-23T10:59:00.000Z

We are currently investigating this issue.

Report: "Customers may see errors when logging into eSign & CLM (DIRCA-2483)"

Last update 2025-04-23T10:59:00.000Z

Investigating2025-04-23T10:59:00.000Z

We are currently investigating this issue.

Apr 22, 2025

Report: "NA11 CLM: Users may experience latency in searching (DIRCA-2472)"

Last update 2025-04-22T15:59:58.008Z

resolved2025-04-22T15:59:57.992Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-22 02:19 PM UTC until 2025-04-22 03:13 PM UTC.

identified2025-04-22T15:23:06.098Z

The issue has been identified and a fix is being implemented.

investigating2025-04-22T14:41:04.303Z

We are currently investigating this issue. Some users may experience latency in searching.

Report: "NA11 CLM: Users may experience latency in searching (DIRCA-2472)"

Last update 2025-04-22T14:41:00.000Z

Investigating2025-04-22T14:41:00.000Z

We are currently investigating this issue. Some users may experience latency in searching.

Apr 17, 2025

Report: "Prod eSign: Users may experience latency or timeouts when attempting to login (DIRCA-2448)"

Last update 2025-04-17T20:07:45.170Z

resolved2025-04-15T21:46:50.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-15 04:15 AM UTC to 2025-04-15 08:33 PM UTC.

identified2025-04-15T21:21:04.420Z

We are applying mitigations and measuring results. Impact is intermittent

identified2025-04-15T21:14:21.851Z

We are continuing to work on a fix for this issue. The restorative steps taken previously did not mitigate the issue as expected.

identified2025-04-15T19:40:06.879Z

We continue to work on mitigating the incident.

identified2025-04-15T18:23:33.310Z

We have identified the cause of the impact and are taking steps to restore service.

investigating2025-04-15T17:58:45.256Z

We are currently investigating this issue.

Apr 15, 2025

Report: "Prod eSign: Users may experience latency or timeouts when attempting to login (DIRCA-2448)"

Last update 2025-04-15T17:58:00.000Z

Investigating2025-04-15T17:58:00.000Z

We are currently investigating this issue.

Report: "Prod eSign: Users may experience latency or timeouts when attempting to login"

Last update 2025-04-15T17:58:00.000Z

Investigating2025-04-15T17:58:00.000Z

We are currently investigating this issue.

Apr 14, 2025

Report: "CLM UAT: Customers may experience issues using conditional logic within forms (DIRCA-2442)"

Last update 2025-04-14T01:32:00.000Z

Update2025-04-14T01:32:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-14T01:31:00.000Z

We are currently investigating the issue.

Apr 10, 2025

Report: "AU eSign: Users may have experienced latency or errors with Login, Sending and Signing Documents (DIRCA-2427)"

Last update 2025-04-10T18:02:07.362Z

resolved2025-04-10T08:11:00.000Z

Between 8:11 AM UTC and 08:22 AM UTC users of AU eSign may have experienced latency or errors when attempting to login, send documents for signature or sign documents.

Report: "CLM Prod/UAT: Email Report Smart Rules Failing Due to File Size (DIRCA-2426)"

Last update 2025-04-10T16:46:00.000Z

Identified2025-04-10T16:46:00.000Z

Users of Email Report Smart Rules may experience failures impacting delivery of reports. We have identified the cause of the problem and are working on a resolution.

Report: "CLM Prod/UAT: Email Report Smart Rules Failing Due to File Size"

Last update 2025-04-10T16:46:00.000Z

Identified2025-04-10T16:46:00.000Z

Users of Email Report Smart Rules may experience failures impacting delivery of reports. We have identified the cause of the problem and are working on a resolution.

Report: "AU eSign: Users may have experienced latency or errors with Login, Sending and Signing Documents (DIRCA-2427)"

Last update 2025-04-10T08:11:00.000Z

Resolved2025-04-10T08:11:00.000Z

Between 8:11 AM UTC and 08:22 AM UTC users of AU eSign may have experienced latency or errors when attempting to login, send documents for signature or sign documents.

Report: "AU eSign: Users may have experienced latency or errors with Login, Sending and Signing Documents"

Last update 2025-04-10T08:11:00.000Z

Resolved2025-04-10T08:11:00.000Z

Between 8:11 AM UTC and 08:22 AM UTC users of AU eSign may have experienced latency or errors when attempting to login, send documents for signature or sign documents.

Apr 9, 2025

Report: "USFED/US13: Some users may be unable to login, sign, send documents for signature or use CLM functions (DIRCA-2422)"

Last update 2025-04-09T18:19:00.531Z

resolved2025-04-09T00:18:08.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-08 11:12 PM UTC until 2025-04-09 00:16 AM UTC.

investigating2025-04-09T00:01:51.149Z

We are continuing to investigate this issue.

investigating2025-04-08T23:53:41.891Z

We are currently investigating this issue.

Report: "USFED/US13: Some users may be unable to login, sign, send documents for signature use CLM functions (DIRCA-2422)"

Last update 2025-04-09T00:18:00.000Z

Resolved2025-04-09T00:18:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-04-08 11:12 PM UTC until 2025-04-09 00:16 AM UTC.

Update2025-04-09T00:01:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-08T23:53:00.000Z

We are currently investigating this issue.

Report: "USFED/US13: Some users may be unable to login, sign, send documents for signature or use CLM functions (DIRCA-2422)"

Last update 2025-04-09T00:18:00.000Z

Resolved2025-04-09T00:18:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-04-08 11:12 PM UTC until 2025-04-09 00:16 AM UTC.

Update2025-04-09T00:01:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-08T23:53:00.000Z

We are currently investigating this issue.

Report: "USFED/US13: Some users may be unable to login, sign, send documents for signature use CLM functions"

Last update 2025-04-09T00:01:00.000Z

Update2025-04-09T00:01:00.000Z

We are continuing to investigate this issue.

Investigating2025-04-08T23:53:00.000Z

We are currently investigating this issue.

Apr 8, 2025

Report: "USFED eSign: Some users may be unable to login, send or send documents for signature."

Last update 2025-04-08T23:53:00.000Z

Investigating2025-04-08T23:53:00.000Z

We are currently investigating this issue.

Report: "NA4 eSign: Users may experience intermittent latency or errors when signing documents (DIRCA-2415)"

Last update 2025-04-08T02:01:18.799Z

resolved2025-04-08T02:00:39.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-07 08:47 PM UTC until 2025-04-07 09:30 PM UTC.

identified2025-04-07T22:17:30.684Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-04-07 08:47 PM UTC until 2025-04-07 09:30 PM UTC.

identified2025-04-07T22:08:35.459Z

The team has taken action and we are seeing improvement to the Signing experience. We continue to monitor improvement to ensure it returns to normal performance.

investigating2025-04-07T21:34:42.409Z

We are currently investigating this issue.

Apr 7, 2025

Report: "NA4 eSign: Users may experience intermittent latency or errors when signing documents (DIRCA-2415)"

Last update 2025-04-07T22:17:00.000Z

Update2025-04-07T22:17:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-04-07 08:47 PM UTC until 2025-04-07 09:30 PM UTC.

Identified2025-04-07T22:08:00.000Z

The team has taken action and we are seeing improvement to the Signing experience. We continue to monitor improvement to ensure it returns to normal performance.

Investigating2025-04-07T21:34:00.000Z

We are currently investigating this issue.

Report: "NA4 eSign: Users may experience intermittent latency or errors when signing documents"

Last update 2025-04-07T21:34:00.000Z

Investigating2025-04-07T21:34:00.000Z

We are currently investigating this issue.

Apr 2, 2025

Report: "Customers may see errors when logging into ESign (DIRCA-2334)"

Last update 2025-04-02T21:26:29.621Z

postmortem2025-03-21T16:01:06.063Z

## RCA for eSignature Service Disruption on March 19, 2025 ‌ ### Impact Summary: During the impacted window, some users were unable to login, send documents for signature, sign documents, or perform other related functions in the web user interface. Actions performed using the API were unaffected. ### Cause: Between 2025-03-19 03:16 AM UTC and 2025-03-19 06:10 AM UTC the Docusign entry gateway was the target of a Denial of Service Attack. The attack overwhelmed our application servers, consuming all resources and preventing normal application traffic from being processed. Although users were unable to access the site during the attack, there is no indication that this event involved any data loss or corruption. ### Resolution: To mitigate impact and restore service, we implemented temporary rate limits.

resolved2025-03-19T08:44:20.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-03-19 03:16 AM UTC until 2025-03-19 06:10 AM UTC.

identified2025-03-19T07:45:57.831Z

The issue has been identified. The team are working on a fix. Additionally, customers may experience issues with signing documents.

investigating2025-03-19T06:13:37.570Z

We are continuing to investigate this issue.

investigating2025-03-19T06:09:20.760Z

We are currently investigating this issue.

Mar 28, 2025

Report: "CLM: Salesforce ETL Workflows failing (DIRCA-2380)"

Last update 2025-03-28T01:49:00.023Z

resolved2025-03-26T23:14:17.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-03-26 08:23 PM UTC until 2025-03-26 11:08 PM UTC.

identified2025-03-26T23:04:23.165Z

The issue has been identified and a fix is being implemented.

investigating2025-03-26T22:09:02.000Z

Some users of Salesforce ETL workflows may experience errors. We are investigating this issue.

Mar 26, 2025

Report: "CLM: Salesforce ETL Workflows failing (DIRCA-2380)"

Last update 2025-03-26T23:14:00.000Z

Resolved2025-03-26T23:14:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-03-26 08:23 PM UTC until 2025-03-26 11:08 PM UTC.

Identified2025-03-26T23:04:00.000Z

The issue has been identified and a fix is being implemented.

Investigating2025-03-26T22:09:00.000Z

Some users of Salesforce ETL workflows may experience errors. We are investigating this issue.

Report: "EU Customers may be experiencing latency or errors when using eSign web interface (DIRCA-2374)"

Last update 2025-03-26T11:54:09.150Z

resolved2025-03-26T11:54:09.133Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

identified2025-03-26T11:30:34.743Z

The issue has been identified and a fix is being implemented.

investigating2025-03-26T10:06:22.366Z

We are continuing to investigate this issue.

investigating2025-03-26T09:51:40.529Z

We are continuing to investigate this issue.

investigating2025-03-26T09:50:57.068Z

We are currently investigating this issue.

Report: "EU Customers may be experiencing latency or errors when using eSign web interface (DIRCA-2374)"

Last update 2025-03-26T11:54:00.000Z

Resolved2025-03-26T11:54:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

Identified2025-03-26T11:30:00.000Z

The issue has been identified and a fix is being implemented.

Update2025-03-26T10:06:00.000Z

We are continuing to investigate this issue.

Update2025-03-26T09:51:00.000Z

We are continuing to investigate this issue.

Investigating2025-03-26T09:50:00.000Z

We are currently investigating this issue.

Report: "CLM EU21 & EU11 Customers may experience login delays (DIRCA-2374)"

Last update 2025-03-26T11:46:20.664Z

resolved2025-03-26T11:46:20.650Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

identified2025-03-26T11:30:32.085Z

The issue has been identified and a fix is being implemented.

investigating2025-03-26T10:06:04.429Z

We are currently investigating this issue.

Report: "CLM EU21 & EU11 Customers may experience login delays (DIRCA-2374)"

Last update 2025-03-26T11:46:00.000Z

Resolved2025-03-26T11:46:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

Identified2025-03-26T11:30:00.000Z

The issue has been identified and a fix is being implemented.

Investigating2025-03-26T10:06:00.000Z

We are currently investigating this issue.

Mar 24, 2025

Report: "eSign NA Prod: Web forms and Navigator users may see delays in permission changes (DIRCA-2363)"

Last update 2025-03-24T22:13:52.592Z

resolved2025-03-24T22:13:52.575Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-03-24 04:19 PM UTC until 2025-03-24 10:00 PM UTC.

identified2025-03-24T20:36:55.075Z

We have identified the cause of the issue and are working on a fix.

investigating2025-03-24T19:57:43.433Z

We are currently investigating this issue.

Report: "eSign NA Prod: Web forms and Navigator users may see delays in permission changes (DIRCA-2363)"

Last update 2025-03-24T22:13:00.000Z

Resolved2025-03-24T22:13:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-03-24 04:19 PM UTC until 2025-03-24 10:00 PM UTC.

Identified2025-03-24T20:36:00.000Z

We have identified the cause of the issue and are working on a fix.

Investigating2025-03-24T19:57:00.000Z

We are currently investigating this issue.

Mar 21, 2025

Report: "Customers may see errors when logging into ESign (DIRCA-2334)"

Last update 2025-03-21T16:05:00.000Z

Postmortem2025-03-21T16:05:00.000Z

Resolved2025-03-19T08:44:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-03-19 03:16 AM UTC until 2025-03-19 08:32 AM UTC.

Identified2025-03-19T07:45:00.000Z

The issue has been identified. The team are working on a fix. Additionally, customers may experience issues with signing documents.

Update2025-03-19T06:13:00.000Z

We are continuing to investigate this issue.

Investigating2025-03-19T06:09:00.000Z

We are currently investigating this issue.

Mar 19, 2025

Report: "CLM UAT: Some customers may experience intermittent delays in requests (DIRCA-2336)"

Last update 2025-03-19T04:00:13.458Z

resolved2025-03-19T04:00:13.439Z

The incident has been resolved. Outage duration and incident timelines are subject to revision pending the results of any related investigation.

investigating2025-03-19T03:22:20.683Z

We are currently investigating this issue.

Report: "CLM UAT: Some customers may experience intermittent delays in requests (DIRCA-2336)"

Last update 2025-03-19T04:00:00.000Z

Resolved2025-03-19T04:00:00.000Z

The incident has been resolved. Outage duration and incident timelines are subject to revision pending the results of any related investigation.

Investigating2025-03-19T03:22:00.000Z

We are currently investigating this issue.

Report: "CLM NA11 A subset of customers may have experienced failures in workflows (DIRCA-2256)"

Last update 2025-03-19T03:29:54.539Z

resolved2025-03-04T09:00:00.000Z

A subset of customers may have experienced failures in workflows Customers may have experienced errors from 2025-03-04 08:15 AM UTC until 2025-03-04 09:38 AM UTC

Report: "EU21 CLM: Users may experience errors or latency in searching (DIRCA-2317)"

Last update 2025-03-19T03:27:18.951Z

resolved2025-03-17T23:34:29.189Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-03-17 01:05 PM UTC until 2025-03-17 11:02 PM UTC.

monitoring2025-03-17T22:07:05.000Z

The team has put additional mitigations in place and we are seeing improvements to the response time and error rate of requests. We will continue to monitor and update until fully resolved.

investigating2025-03-17T21:29:07.749Z

Several mitigations have been implemented, but they have only provided brief periods of relief. The team is actively working to stabilize the customer search experience. During this time, some customers may still experience delays or errors in Search.

investigating2025-03-17T19:20:14.345Z

The team continues to investigate the issue.

investigating2025-03-17T17:37:20.114Z

We are continuing to investigate this issue.

investigating2025-03-17T16:58:44.193Z

We are currently investigating this issue. Some users may experience latency or errors in searching. Additionally some users may experience latency in indexing new documents.

Mar 17, 2025

Report: "EU21 CLM: Users may experience errors or latency in searching (DIRCA-2317)"

Last update 2025-03-17T23:34:00.000Z

Resolved2025-03-17T23:34:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.Customers may have experienced errors from 2025-03-17 01:05 PM UTC until 2025-03-17 11:02 PM UTC.

Monitoring2025-03-17T22:07:00.000Z

The team has put additional mitigations in place and we are seeing improvements to the response time and error rate of requests. We will continue to monitor and update until fully resolved.

Update2025-03-17T21:29:00.000Z

Several mitigations have been implemented, but they have only provided brief periods of relief. The team is actively working to stabilize the customer search experience. During this time, some customers may still experience delays or errors in Search.

Update2025-03-17T19:20:00.000Z

The team continues to investigate the issue.

Update2025-03-17T17:37:00.000Z

We are continuing to investigate this issue.

Investigating2025-03-17T16:58:00.000Z

We are currently investigating this issue. Some users may experience latency or errors in searching. Additionally some users may experience latency in indexing new documents.

Mar 14, 2025

Report: "CLM EU11: Users may receive an error when attempting to use SFTP (DIRCA-2309)"

Last update 2025-03-14T20:48:13.478Z

resolved2025-03-14T20:48:13.458Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-03-12 02:27 AM UTC until 2025-03-14 08:43 PM UTC.

identified2025-03-14T20:35:16.976Z

The issue has been identified and a fix is being implemented.

investigating2025-03-14T20:11:58.440Z

We are currently investigating this issue.

Mar 13, 2025

Report: "Customers in NA2 may experience issues using eSign (DIRCA-2299)"

Last update 2025-03-13T20:38:11.231Z

postmortem2025-03-13T20:26:41.586Z

## RCA for NA2 eSignature Service Disruption on March 12, 2025 ### Impact Summary: On March 12, 2025 between 02:54 PM UTC and 03:05 PM UTC, eSignature users may have experienced errors or high latency when attempting to sign in to their account, prepare or send documents for signature, sign documents or other functions related to eSignature. ### Cause: A routine database deployment resulted in an unexpected resource constraint to the applicable sub-processing system in NA2, causing a service interruption for affected customers. ### Resolution: The brief interruption to the database automatically recovered without intervention and resumed processing traffic.

resolved2025-03-12T17:00:24.972Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-03-12 02:54 PM UTC until 2025-03-12 03:05 PM UTC.

monitoring2025-03-12T15:15:17.000Z

Customers may have experienced issues using eSign from 02:54 PM UTC - 03:05 PM UTC.

investigating2025-03-12T15:04:27.890Z

We are currently investigating this issue.

Mar 7, 2025

Report: "eSign Demo: Some users may experience latency or errors (DIRCA-2282)"

Last update 2025-03-07T22:05:52.609Z

resolved2025-03-07T22:05:52.591Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

identified2025-03-07T21:33:27.413Z

The issue has been identified and a fix is being implemented.

Mar 4, 2025

Report: "Some customers may receive duplicate notifications during the IDV for QES flow (DIRCA-2257)"

Last update 2025-03-04T11:20:40.979Z

resolved2025-03-04T11:20:40.950Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-03-04 07:10 AM UTC until 2025-03-04 11:20 PM UTC.

monitoring2025-03-04T11:14:15.959Z

A fix has been implemented and we are monitoring the results.

identified2025-03-04T10:42:26.947Z

The issue has been identified and a fix is being implemented.

investigating2025-03-04T10:29:17.091Z

We are currently investigating this issue.

Mar 3, 2025

Report: "CLM Prod: Smart Rules Running Inconsistently (DIRCA-2238)"

Last update 2025-03-03T19:26:10.321Z

resolved2025-02-27T08:00:00.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced impact from 2025-02-21 11:01 PM UTC to 2025-02-27 07:24 PM UTC.

Feb 28, 2025

Report: "Latency in eSign Demo environment (DIRCA-2246)"

Last update 2025-02-28T18:55:13.342Z

resolved2025-02-28T18:50:59.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-02-28 17:10 UTC until 2025-02-28 18:42 UTC.

identified2025-02-28T18:45:10.269Z

We are continuing to work on a fix for this issue.

identified2025-02-28T17:58:12.241Z

The eSign Demo environment is experiencing high latency. We have identified the issue and are working on a fix.

Report: "CLM NA11 Reporting Issues (DIRCA-2244)"

Last update 2025-02-28T18:32:14.971Z

resolved2025-02-28T18:32:14.953Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-02-28 12:00 AM UTC until 2025-02-28 05:50 PM UTC.

investigating2025-02-28T15:46:08.737Z

We are continuing to investigate the issue.

investigating2025-02-28T14:57:33.043Z

Some CLM customers on NA11 may experience issues using reports, encountering either a continuous spinning wheel or an error message stating "Something went wrong." We are actively investigating the issue.

Report: "eSign NA/AU/CA Sites: Users may experience errors in Navigator AI Extractions (DIRCA-2241)"

Last update 2025-02-28T04:15:35.349Z

resolved2025-02-28T04:15:35.320Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-02-27 08:00 PM UTC until 2025-02-28 02:21 AM UTC.

identified2025-02-27T23:45:14.810Z

The issue has been identified and a fix is being implemented.

investigating2025-02-27T22:56:33.881Z

We are continuing to investigate this issue.

investigating2025-02-27T21:17:14.866Z

We are currently investigating this issue.

Feb 27, 2025

Report: "Customers in CA may have experienced errors in using eSign (DIRCA-2236)"

Last update 2025-02-27T16:27:50.270Z

resolved2025-02-27T16:24:40.000Z

Customers may have experienced errors from 2025-02-27 04:04 PM UTC until 2025-02-27 04:14 PM UTC.

Feb 26, 2025

Report: "eSign NA1, NA2, NA3, NA4: Some users may be unable to publish webforms (DIRCA-2229)"

Last update 2025-02-26T04:00:40.040Z

resolved2025-02-26T04:00:40.018Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-02-26 12:07 AM UTC until 2025-02-26 03:50 PM UTC.

identified2025-02-26T03:43:19.629Z

We are continuing to work on a fix for this issue.

identified2025-02-26T02:57:21.534Z

The team has identified the cause of the issue and is working to mitigate impact.

investigating2025-02-26T02:07:17.784Z

We are currently investigating this issue.

Feb 25, 2025

Report: "CLM UAT: Customers may experience delays when using AI Assisted Review (DIRCA-2225)"

Last update 2025-02-25T21:32:14.692Z

resolved2025-02-24T19:50:20.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-02-24 05:55 PM UTC to 2025-02-24 07:49 PM UTC.

identified2025-02-24T18:45:21.070Z

The cause of the impact has been identified and the team is working on rolling out a fix.

investigating2025-02-24T18:22:59.497Z

We are currently investigating this issue.

Feb 24, 2025

Report: "Customers may be experiencing latency or errors when using eSign web interface (DIRCA-2226)"

Last update 2025-02-24T22:00:42.426Z

resolved2025-02-24T21:22:27.000Z

The team has identified the cause of the issue and taken steps to resolve impact. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-02-24 07:43 PM UTC to 2025-02-24 09:04 PM UTC

investigating2025-02-24T20:41:31.112Z

We are currently investigating this issue.

Feb 20, 2025

Report: "CLM UAT: Customers may have experienced delays in receiving notifications from Docusign eSignature events (DIRCA-2208)"

Last update 2025-02-20T00:15:53.290Z

resolved2025-02-19T23:30:03.000Z

Some CLM UAT customers may have experienced delayed notification of events involving Docusign eSignature. Any workflows dependent on these events may have been delayed. The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced delays from 2025-02-19 12:07 AM UTC until 2025-02-19 10:47 PM UTC.

Feb 11, 2025

Report: "NA11 UAT - Some workflow operations may be experiencing failures (DIRCA-2178)"

Last update 2025-02-11T20:56:58.279Z

resolved2025-02-11T20:46:46.000Z

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced errors from 2025-02-11 07:09 PM UTC until 2025-02-11 08:36 PM UTC.

identified2025-02-11T20:44:22.115Z

We are continuing to work on a fix for this issue.

identified2025-02-11T20:32:51.172Z

The team has identified the cause and is working on restoring service.

investigating2025-02-11T20:20:01.627Z

We are currently investigating this issue.