Is Yousign Down Right Now? Check if there is a current outage ongoing.

We observed a short and random degradation in file upload and PDF rendering (preview), affecting only a small number of requests. One instance experienced a failure, but the system remained resilient. A few brief disruptions occurred during the rescaling process, before full recovery. We're currently analyzing the root cause of the instance failure to prevent recurrence, and will continue to monitor the situation closely to ensure stability. Thank you for your understanding and patience.

Our V2 and V3 platforms are impacted by a general slowness. Signature processing is taking longer than expected. Our teams are mobilized to resolve this incident as quickly as possible. We apologize for any inconvenience. If you have urgent questions, please contact our support team by sending an email to [support@yousign.com](mailto:support@yousign.com).

Everything is now back to normal.

Access to Yousign V3 (https://yousign.app) is now functioning normally for most users.We are continuing to monitor closely to ensure the service remains stable.Thank you for your understanding, and feel free to contact support@yousign.com if you experience any further issues.

We're currently experiencing delays in the processing of some eSignature requests. Signatures are still being properly recorded and no data has been lost.Please note that eSeal operations are not affected.We sincerely apologize for the inconvenience. Our teams are fully mobilized to identify the root cause and implement a solution as quickly as possible.

Some clients may experience a delay in accessing Yousign V3 (https://yousign.app). Our engineers are working to resolve this as fast as possible.We will update you again shortly here.If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

Everything is now back to normal.

Access to Yousign V3 (https://yousign.app) is now functioning normally for most users. We are continuing to monitor closely to ensure the service remains stable. Thank you for your understanding, and feel free to contact support@yousign.com if you experience any further issues.

We're currently experiencing delays in the processing of some eSignature requests. Signatures are still being properly recorded and no data has been lost. Please note that eSeal operations are not affected. We sincerely apologize for the inconvenience. Our teams are fully mobilized to identify the root cause and implement a solution as quickly as possible.

Some clients may experience a delay in accessing Yousign V3 (https://yousign.app). Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

Our infrastructure provider has identified that the root cause of the outages appears to be a faulty cable in the backbone network, which has now been fixed. The issue is therefore fully resolved, and we are awaiting their post-mortem report for comprehensive details. Thank you again for your patience and understanding.

Our infrastructure provider continues to actively investigate the cause of sporadic instabilities that, from time to time, cause errors and brief delays in the signing process during business hours. We are awaiting their update, tomorrow. We haven’t had any further occurrences of this issue since yesterday at 4:15 PM (CEST). Thank you for your continued patience and understanding. Please don’t hesitate to reach out if you have any questions.

Our infrastructure provider continues to actively investigate the cause of sporadic instabilities that, from time to time, cause errors and brief delays in the signing process during business hours. We haven’t had any further occurrences of this issue since yesterday at 4:15 PM (CEST). Thank you for your continued patience and understanding. Please don’t hesitate to reach out if you have any questions.

Our infrastructure provider has mobilized its expert support teams to identify the root cause of the issue and resolve it as quickly as possible. We are awaiting their response and will update you tomorrow (Paris time, CEST). During business hours, our service may experience occasional errors and brief slowdowns in the signing process. Thank you for your understanding, and please feel free to reach out if you have any questions.

We’re investigating possible network issues with our infrastructure provider and have involved their team. Together, we are working to identify the root cause and restore stable service as quickly as possible. We appreciate your patience and remain at your disposal for any questions or support needs.

Our V2 and V3 platforms are affected by instability. Signature processing is taking longer than expected. Our teams are mobilized to resolve this incident as quickly as possible. We apologize for any inconvenience. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

The situation is back to normal since 10:31 CEST. Our technical team is still actively monitoring our infrastructure.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

Our V2 and V3 platforms are impacted by a general slowness. Signature processing is taking longer than expected. Our teams are mobilized to resolve this incident as quickly as possible. We apologize for any inconvenience. If you have urgent questions, please contact our support team by sending an email to [support@yousign.com](mailto:support@yousign.com).

This incident has been resolved.

Email Notifications are now correctly sent. Our technical team is taking actions to avoid future incidents and is actively monitoring the situation.

Email Notifications are now correctly sent. Our technical team is still actively working on this problem.

We have identified an issue with our V2 & V3 APIs that is currently preventing email delivery from 13:26 to 13:59 CEST. Our technical team is actively working to resolve the problem. We will keep you updated on progress through this status page.

This incident has been resolved.

We are continuing to monitor for any further issues.

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

We experienced a temporary degradation affecting our API and rendering services between 15:11 and 15:19 CEST. The situation is currently stable, and our teams are actively investigating the root cause. We will provide updates as we learn more.

This incident has been resolved.

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

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

We are currently experiencing delays in processing times for electronic signature/eSeal requests. The signature invitation remains in the 'in progress' status. Rest assured that no data will be lost and that the signature will be correctly applied as soon as this issue is resolved. Our technical team is actively working to resolve the problem. We will keep you updated on progress through this status page. Thank you for your patience and understanding. Start date: 2025-04-23 at 13:55 CEST

The issue impacting Signature Requests created via API with at least one Smart Anchor—where actions from the application (except listing) were not possible—has now been resolved. The hotfix has been successfully deployed and all functionalities are restored. Thank you for your patience and understanding.

Our technical team has identified the root cause of this regression. A hotfix is currently being prepared, and we are aiming to deploy a resolution within the next hour. We apologize for the inconvenience and will provide updates as soon as possible.

We are currently experiencing an issue affecting both newly created and existing Signature Requests. When a Signature Request is created via API with at least one Smart Anchor, any action performed on it from the application—except listing—is currently not possible. Our teams are actively investigating and working on a fix. We apologize for the inconvenience. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com

The issue has been fully resolved, and all services have been operating normally since 10:40. We will continue to closely monitor impacted components. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.

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

We experienced a significant slowdown on signatures since 10:17 Our team has identified the issue and has been working on resolving it. Thank you for your understanding.

We are currently experiencing 500 errors with our V2 and V3. primarily affecting document upload and download requests.

This incident has been resolved.

We experienced a significant slowdown on v3 signatures between 16:30 and 16:55. Our team has identified the issue and has been working on resolving it. Thank you for your understanding.

We identified an infrastructure issue impacting our V2 and V3 APIs. This may have resulted in intermittent 500 errors between 14:17 and 14:23 on document upload and download requests. The issue has been fully resolved, and all services have been operating normally since 14:23. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.

We are currently experiencing 500 errors with our V2 and V3 APIs. primarily affecting document upload and download requests.

This incident has been resolved.

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

Since this morning, an error occurs when trying to activate a signature request with the API, in both Production and Sandbox environments. Our technical team identified that the issue occurs when the header ‘Content-type’: ‘application/json’ is given without any body payload. As a quick workaround, you can either remove this header, or keep this header and add {} in the body payload. Our technical team is working on a fix. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

We are continuing to monitor for any further issues.

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

We would like to inform you of a temporary issue regarding the document rendering which can impact the document display during signature creation and signing process. Our teams are working to resolve this behavior. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

Situation is back to normal, our engineers are still watching that everything is working as expected.

Some clients may experience a delay in accessing Yousign V2 and V3 (https://yousign.app). Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

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

Some customers may be experiencing a delay with webhooks on our service. Our V3 platforms are impacted by slowness in webhook processing. All webhooks (APP and API) are affected. The high volume of incoming webhooks has caused delays in processing. The webhooks will be sent through our automatic retry system. Our technical teams are aware of the situation and are actively working on a quick and effective solution. If you have urgent questions, please contact our support team by sending an email to support@yousign.com. Start date : 10/03/2025 - 11:15 CET

This incident has been resolved.

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

Signature requests sent in sandbox are experiencing signing delays. Signature attempts are correctly generated, but remain in processing. As the incident is gradually resolved, signatures attempted will be applied, nonetheless with a delay. Our technical teams are aware of the situation and are actively working on a quick and effective solution. If you have urgent questions, please contact our support team by sending an email to support@yousign.com. Start date : 11/03/2025 - 11:00 CET

This incident has been resolved.

Our engineers successfully deployed the fix and such type of document will now be blocked by our system to protect it. We are currently thoroughly monitoring the situation and the system stability.

Our engineers have identified a specific document that triggers a crash upon viewing. While the system is resilient, repeated attempts to process this type of documents have caused a cascading failure in our PDF rendering service. We are deploying a fix within the next few minutes to block this kind of documents and restore stability to the PDF viewing functionality. Our teams are actively working on system stabilization, and we will provide further updates shortly.

We would like to inform you of a transient issue regarding the document rendering which can impact the document upload during signature creation, and the document display during signing process. Our teams are working to resolve this behavior. If you have urgent questions, please contact our support team by sending an email to support@yousign.com. Start date : 2025-02-11 17:15 CET

This incident has been resolved.

Incident closed. A postmortem will be communicated in the coming days.

Signature processing times have returned to normal, and there are no longer any pending signatures. Our teams remain fully engaged, actively monitoring the situation to ensure continued stability. We are also working closely with our network provider to investigate the root cause of the outages. As a precaution, we will keep this incident open and in monitoring mode for the time being to confirm that the issue is fully resolved. We appreciate your patience and will provide further updates as needed. Thank you for your trust.

Yousign experiences AES and QES signature delays, starting today at 13:00 CET due to network issue with the infrastructure provider. We are currently working actively to stabilize the situation. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

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

We are continuing to investigate this issue.

Download and rendering of Yousign V3 API & APP documents are currently unavailable for all signature levels. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

### **Incident Impact and Resolution Report** Dear Yousign Users, On December 11, 2024 between 11:22 and 12:58 CET, a significant outage occurred due to one of our storage infrastructure provider’s issue. This resulted in instability across our v3 services. The incident impacted all customers using Yousign v3 solutions via the API or the Web Application. ### **Root Cause Analysis** Our infrastructure provider applied a patch to a storage component we rely on, aiming to improve its stability. Unfortunately, the update did not go as planned, causing a freeze in the storage system. ### **Correction** We immediately switched our storage operations to our backup data center to restart the affected applications as quickly as possible. To ensure data integrity and avoid any data loss or corruption, we conducted extensive tests to confirm that all applications were running on the backup storage and no longer on the faulty one. ### **Next Actions** We are actively exploring stronger and more resilient storage solutions to prevent such situations in the future and mitigate the impact in case of incidents. We would like to apologize for the impact on your service and assure you that every effort is being made to learn from this event and ensure that it does not happen again. Thank you for your understanding and thank you for your continued trust in Yousign.

This incident has been resolved. We will provide a post-mortem following this incident.

To ensure the restoration of our services, we have temporarily activated a maintenance page. During this time, access to Yousign V3 (https://yousign.app) and its services will be unavailable. For our API customers, API calls may be in timeout. Our engineering team is working diligently to resolve the issue and bring all services back online as soon as possible. We will provide further updates here as the maintenance progresses.

Yousign V3 (https://yousign.app) is still unstable. It works well for app login and API calls, these features are functioning normally. However, some other services remain unavailable. Our engineering team is actively working to restore full functionality as quickly as possible.

Yousign V3 (https://yousign.app) is currently unstable. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

# **Incident Summary** On November 29, 2024, between **18:18 CET and 19:25 CET**, the SMS capabilities of our V2 services were disrupted, preventing customers from completing document signatures using SMS security codes. Importantly, **V3 services were not affected** by this incident. As previously announced, V2 services are nearing their end-of-life \(EOL\), which may have contributed to specific limitations. By **19:25 CET**, the issue was resolved, and all functionalities were fully restored. We want to provide you with a clear and detailed account of the SMS service degradation affecting our V2 services on November 29, 2024. This communication reflects our commitment to transparency and continuous improvement. We sincerely apologize for any inconvenience caused to you or your customers. # **Summary** Our V2 services encountered a degradation leading to the loss of SMS capabilities on 2024-11-29 between 18:18 CET and 19:25 CET. _Please note that v3 was not affected by this incident. Only v2, for which the end-of-life announcement was communicated, was affected._ During this time-frame, customers using SMS security code weren’t able to complete their documents signature. V2 SMS capabilities were restored starting 19:25 CET, and therefore the ability to fully use our V2 services. Given our principle of transparency and continuous improvement, this Post-Mortem aims to explain what caused the issue, how we reacted to the incident, and what we plan to prevent another incident in the future. We would like to apologize for the impacts on you and your customers. # **Chronology** 18:18 CET : Cold analysis shows us that the asynchronous notification process \(in charge of processing the SMS\) start piling up at this time. 18:21 CET : Issue raised by our Care team. _Our cold analysis show us that the default in our monitoring process leads to delay between the Care team information and the Engineering team intervention. Indeed, threshold alert functioned correctly but did not trigger an oncall._ 18:59 CET : Escalation raised to Engineering teams. 19:25 CET : End of incident, all services operational. # **What Happened** The issue stemmed from a malfunction in one of our processing workers. While the processes appeared active, they were no longer effectively handling new events, leading to a backlog in SMS notifications. Additionally, a gap in our monitoring systems prevented early detection of this specific failure mode, delaying our response. # **Remedies & Fix** Our technical teams will work actively on several axes : * **Worker Investigation**: As v2 is at the end-of-life stage, we won't be making any improvements in this area, apart from continuing to migrate our customers to v3. * **Enhanced Monitoring**: Our monitoring systems will be extended to proactively detect similar issues in their early stages, ensuring a faster response. * **Incident Review**: We will review and update our escalation protocols to improve coordination across teams during incidents.

We identified an issue with our notifications workflow that affected our SMS notifications for all V2 customers from 2024-11-29 18:18 CET to 2024-11-29 19:25 CET. A Postmortem will be provided in the upcoming days to provide more details. Impacted applications: - Yousign V2 - API V2 - https://api.yousign.com - Yousign V2 - APP V2 - https://webapp.yousign.com

This incident has been resolved.

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

We have identified an issue with our Email provider that is currently affecting our Email notification. Some Email are delivered with an unusual delay. Our teams are working closely with the provider to resolve this issue. We will keep you updated on any developments and apologize for any inconvenience caused.

This incident has been resolved.

A fix has been implemented on our provider and network operator. We are monitoring the results

We have identified an issue with our SMS provider that is currently affecting our SMS notification for Digi Spain Telecom only, since 29/11/2024 - 9:54 am UTC. Our teams are working closely with the provider to resolve this issue. We will keep you updated on any developments and apologize for any inconvenience caused.

This incident has been resolved.

We have identified an issue with our SMS provider that is currently affecting our SMS notification. Some SMS are not delivered, or with an unusual delay for the first attempt. Asking again for a new SMS may be necessary to receive it properly. Our teams are working closely with the provider to resolve this issue. We will keep you updated on any developments and apologize for any inconvenience caused. Start date : 04/11/2024 - 14:00

This incident has been resolved.

Our engineers stabilized the situation, QES signature are now available again.

Yousign V3 API & APP is currently unavailable for Qualified Electronic Signatures (QES) signature level. (https://api.yousign.com & https://webapp.yousign.com). Our engineers are working to resolve this as fast as possible. Simple Electronic Signatures (SES) and Advanced electronic signature (AES) are still working. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

Yousign V2 API & APP is currently unavailable (https://api.yousign.com & https://webapp.yousign.com). Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

Everything is now back to normal. Our engineers are still ensuring everything is running well and will keep the entire infrastructure under active supervision.

Some clients may experience a delay for signatures but our apps are now running again. We are still working to improve performances.

One of our infrastucture provider had a major outage impacting us. Our engineers are working to resolve this as fast as possible.

Yousign is currently unavailable. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

Everything is now back to normal. Our engineers are verifying that everything is working correctly.

Some clients may experience a delay in signing documents. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

Investigating - We have identified an issue with the sending of OTP SMS codes during the signing process on our V2 application. We apologize for any inconvenience caused and thank you for your understanding.

This incident is resolved, our tests and monitoring confirm that it works.

A fix has been implemented by our provider Ubble, identification is available. All identifications that had been performed and were awaiting verification were processed retroactively.

Our ID verification provider is currently experiencing an incident preventing users from accessing the ID verification on QES signatures. Please note that QES with Wallets are not impacted. You can find the status page from our provider here : https://status.ubble.ai/ Our engineers are working closely with Ubble support team to restore the services as soon as possible.

Everything is back to normal.

Our identity provider resolved its outage. Our teams are monitoring the evolution. But Yousign V2+V3 APP are now back online.

Our login provider is currently experiencing an outage, rendering Yousign V2+V3 APP&API unavailable.

Yousign V2 & V3 website are currently unavailable, investigation is in progress.

This incident has been resolved.

We have identified an issue with our application on Safari browser making it impossible to send invitations from that browser, since 03/10/2024 at 9:00am. Our teams are working closely to resolve this issue. We will keep you updated on any developments and apologize for any inconvenience caused.

This incident has been resolved.

A fix has been implemented on our provider and network operator. We are monitoring the results

We have identified an issue with our SMS provider that is currently affecting our SMS notification for Vodafone Italia only, since 19/09/2024 at 5:00pm. Our teams are working closely with the provider to resolve this issue. We will keep you updated on any developments and apologize for any inconvenience caused. Start date : 19/09/2024 - 17:00

This incident has been resolved.

Some clients may experience a delay in signing documents. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

We have identified an issue with our archiving provider that is currently affecting our archive feature since 10:05 AM CEST. It can lead to unexpected behavior when trying to submit or retrieve archived documents. Our teams are working closely with the provider to resolve this issue. We will keep you updated on any developments and apologize for any inconvenience caused. Start date : 17/09/2024 - 10:05 CEST Thanks in advance

### Incident Impact and Resolution Report Dear Yousign Users, On July 29, 2024 at 18:52 CEST, a significant outage occurred, resulting in the unavailability of our v2 and v3 services. This incident affected every customer using Yousign solutions via the API or Web Application. ### Root Cause Analysis The outage occurred during the clean-up following our previous network migration: \([https://yousign.statuspage.io/incidents/7dkq2kd8msv7](https://yousign.statuspage.io/incidents/7dkq2kd8msv7)\). The decommissioning process of the deprecated networks had a broader impact than intended. Thus, affecting more machines than initially planned. ### Correction We immediately reverted the change to mitigate the impact of the incident. Despite this quick revert, services remained unstable and partially functional, so we decided not to restore access until ensuring a fully operational state of our services. We had to identify why the revert action did not restore stability. The configuration and subsequent revert actions caused a global instability in the network layer. To resolve this, we implemented several corrections and adjustments at multiple levels of the infrastructure. ### Next Actions We are improving the resilience of our fault recovery process: * We will add new alerts to detect new states that we have not monitored in the past. * We will be making improvements to our applications so that they detect disconnections better and are more resilient. We would like to apologize for the impact on your service and assure you that every effort is being made to learn from this event and ensure that it does not happen again. Thank you for your understanding and thank you for your continued trust in Yousign.

This incident has been resolved.

Everything is now OK on V2 and V3 for all level of signatures.

Our services are back, we still have issues with Qualified Level signature, we are working on it.

V2 is now fully operational.

We are continuing to investigate this issue.

V2 and V3 are currently unavailable due to network issue. We are working on it.

The reason for the delay in processing signatures is linked to our supplier OVH (https://network.status-ovhcloud.com/incidents/nnhpfdw50vsn ). They have corrected the problem and as of 4.25pm the signatures are being processed. They should be all processed within the next 10 minutes. We would like to assure you that all signature requests and procedures have been taken into account from 3.00pm and 4.25pm. The degradation only concerns the signature processing time. (edited)

Some clients may experience a delay in signing documents. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

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

We have identified an issue with one of our provider that is currently affecting our advanced electronic signature (AES V2 & V3) and check document feature (V2 API) since 9.45am. We are currently experiencing delays in identity checking but no data will be lost. Our teams are working closely with the provider to resolve this issue. We will keep you updated on any developments and apologize for any inconvenience caused.

Resolved - Our documents preview is not working in V2, which means : - Signers are not able to read their documents to sign them - Sign button can't be activated because documents can't be red - Documents preview during invitation creation through the app is not working either so no fields can be added on it - Creation through the API is working Start date : 18/07/2024 - 12:08 CEST End date : 18/07/2024 - 12:43 CEST

## Incident Impact and Resolution Report Dear Yousign Users, On 2024-06-27, following our network migration \([https://yousign.statuspage.io/incidents/7dkq2kd8msv7](https://yousign.statuspage.io/incidents/7dkq2kd8msv7)\), multiple unexpected degradations of our services occurred between 13:02 CEST to 2024-06-28 17:12 CEST \(1 day, 4 hours, 10 minutes\). This incident affected all Yousign v3 and v2 customers and also included their sandbox/staging environments. The degradation started by seven global unavailabilities of the service that lasted approximately three minutes each. Unavailabilities list: * 2024-06-27 13:02 CEST * 2024-06-27 13:57 CEST * 2024-06-27 18:05 CEST * 2024-06-27 21:30 CEST * 2024-06-28 10:02 CEST * 2024-06-28 10:55 CEST * 2024-06-28 13:26 CEST Each incident had an higher impact on the v2 as a side effect as it led to an increased load on the services upon recovery. To reduce the delays caused by this abnormal load, we temporarily placed our v2 product under maintenance twice. * Once on 2024-06-27 at 13:10 CEST to mitigate the load, * A second time with a maintenance on 2024-06-28 at 13:00 CEST to permanently fix the load issue. The root cause was quickly determined, however, the implementation took some time and multiple mitigations were setup in the meanwhile. A crisis management cell was dispatched in order to provide the most suitable solutions and focus on two tracks: * Customer impact mitigation, * Permanent fix. Customers impact mitigation were finalized on 2024-06-28 at 13:26 CEST which helped us stabilize the network components until the permanent fix. The permanent fix was deployed on 2024-06-28 during a planned maintenance between 22:00 and 00:00 CEST. We want to assure you that despite the disruptions, no information was lost, and all received signatures were properly processed. ## Root Cause Analysis Following the migration of our network, a security component experienced unexpected crashs and restarts, leading to the whole v2 and v3 applications being unavailable for a short while. The degradations and slowdowns \(mainly on v2\) are mainly linked to the load recovery after each incidents. The root cause first hypothesis was determined on 2024-06-27 at 13:30 CEST. The issue is related to an unexpected and erratic behaviour between our virtualization solution and the security component. Despite all our tests \(stress tests, automatic and manual tests..\) prior to migration, we were unable to detect this behaviour outside the production environment. The hypothesis was confirmed on 2024-06-28 at 01:00 CEST by our engineers. As a precaution, we have decided not to make any immediate changes and to cancel the maintenance operation initially scheduled on 2024-06-28 at 04:30 CEST. The stabilization plan required more preparation time in order to guarantee the control and success of the operation. ### Correction As soon as we identified and confirmed the issue \(2024-06-28 at 01:00 CEST\), we focused on several short-term mitigations to limit the impact on service, but also work on the permanent fix to solve it definitively. ### Mitigation The following mitigations were implemented to ensure a maximum availability of our services: * 2024-06-27 13:10 CEST - \(v2 only\) temporarily down-scale the non-critical services to reduce the pressure * 2024-06-28 13:26 CEST - ad-hoc patches and configuration tuning to our security components were deployed * 2024-06-28 13:00 CEST - \(v2 only\) Significant increase in v2 database capacity ### Permanent Fix On 2024-06-28 at 22:00 CEST, during a dedicated noticed maintenance window, we completely isolated and redeployed the security components on dedicated hardware without virtualization. As CTO of Yousign, I'm aware of the impact that the incident may have caused to your service. However, I would like to assure you that all technical and human resources have been engaged to minimise the impact of this incident. The problem was not visible during our tests, and we had to take sufficient time to diagnose it, define a short-term and medium-term remediation plan, and then implement it safely. We tried to reduce the effects of the impact during the day and organised our scheduled maintenance slots in the evening to take advantage of the lower level of activity. I would like to apologise for the inconvenience caused to your service and thank you for your continuing support for Yousign. Nicolas Baron - CTO Yousign

The service is completely stable since the intervention of the technical teams on Friday from 22:00 to 00:00 CEST (https://yousign.statuspage.io/incidents/0s8xy4nzl0tw). We resolved the problem permanently. We will publish a post-mortem in the coming days. We would like to thank you once again for your confidence in us and apologise for any inconvenience caused.

Product v2 & v3: The situation is back to normal, there are no more delays on the signature or eSeal.

Product v2 & v3 : Users will experience some delays in processing signatures and eseals in v2 and v3, but no data is lost. The fix to reduce delays has been found, and the situation will be back to normal shortly.

Product v2 App & API: The pending requests have been processed, and v2 is back to normal. The API webhooks are currently being processed and should be completed within the next few minutes. Please note that all requests will be processed. Our teams remain on constant vigilance.

Our v2 product has a large number of pending requests. We will be carrying out exceptional corrective maintenance for 15 minutes at 1.15pm to reduce delay and increase the overall capacity of our system. We apologise for any inconvenience this might cause.

Some v2 users may experience delays in processing their requests. Please be reassured that requests are taken into account and will be processed at a later time. There will also be a delay with the delivery of SMS. Some API calls may also be impacted with 500 errors, and will need to be submitted again. Our teams are working to stabilise the service as soon as possible.

Delays returned to normal from 3.45pm. Our teams are committed to continuing to monitor the service.

Between 2.27pm and 3.30pm, v2 users experienced delays in creating eSeals and retrieving audit trails.

V2 Services (API and APP) are unavailable.

The service is working, we continue to monitor.

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

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

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

Some customers may be experiencing an issue with our service. There will be a delay in processing signatures, but no loss of data. Our engineers are working to identify and resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

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

We are continuing to investigate this issue.

Some customers may be experiencing an issue with our service. There will be a delay in processing signatures, but no loss of data. Our engineers are working to identify and resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

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

Some customers may be experiencing an issue with our service. There will be a delay in processing signatures, but no loss of data. Our engineers are working to identify and resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

_Please note: this incident only affects those who integrate the Yousign API using the iframe._ Dear Yousign Users, On 2024-05-28, an update to our V3 was deployed at 10:47 CEST. It included improvements in the signature flow interface. It was reported to our care team starting 11:22 CEST that the sign flow was no longer working in iframes, an error being displayed where the document preview was supposed to be. ## Root Cause Analysis The rollout of the interface improvements included conditional checks to initially disable these changes within iframes. These checks successfully passed our automated tests because our testing flows does not include restricting frame-ancestor policy, hiding the error that would happen on another domain. ## Correction We rolled back the faulty code and deployed it as a hot-fix at 12:27 CEST to resolve the issue for all signers going through the flow with an iframe. ## Permanent Fix To prevent this issue from occurring again in the future, the following actions are being implemented: * Add manual testing procedure when updating signature flows included in iframes * Adjust automated tests to be able to detect this kind of issue before our deployment pipeline Thank you for your continued trust in Yousign.

This incident has been resolved.

During the signature flow on iframe integration the preview of document is broken making it impossible to sign on the iFrame. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

## Incident Impact and Resolution Report Dear Yousign Users, On 2024-05-30, an unexpected degradation of our services occurred from 08:52 to 09:27 \(35 minutes\). This incident affected all Yousign V3 and V2 customers. The disruption started by an inability to create new signature requests and grew to a global instability, forcing us to put our services under maintenance \(at 09:12\). The root cause was determined, and the situation was back to nominal at 09:27, so we deactivated the maintenance mode and put the issue in monitoring. We want to assure you that despite the disruption, no information was lost, and all received signatures were properly processed. ## Root Cause Analysis Master db unexpectedly lost its master status leading to the inability to create new signature requests. The instability that followed was due to a snow-ball effect, while our teams received the alert and corrected the cluster's situation by forcing the re-election of the master instance. ## Correction As soon as identified, we promoted a new master on our databases clusters, and all services were put back in an operational situation. ## Permanent Fix We planned an exceptional maintenance to take back our databases clusters to the nominal situation, to re-synchronize and validate our replication mechanisms Thank you for your continued trust in Yousign.

This incident has been resolved.

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

Yousign V3 & V2 APP+API (https://yousign.app) is currently unavailable. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

Email delivery issue Resolved - Traffic is back to normal.

The issue is gradually being resolved. Email deliverability rates are up sharply since May 16th and are still increasing. Our teams continue to monitor reception rates closely. We will keep you posted at each step of the solution of this issue. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

Emails notifications sent since May 14th from 3pm to Microsoft email servers can be blocked (spam or quarantine). This may prevent you or your recipients from receiving : - Invitations to sign - Reminders - Account creation emails - OTP codes by email - Password modification emails All emails from notifications@yousign.app or notifications@sandbox.yousign.app may be impacted. As a workaround you can : - Check your spam folder and mark Yousign's emails as legitimate (not spam) - Modify signers' email addresses with non Microsoft email addresses - Share signature links manually with your signers following this process : https://help.yousign.app/en/articles/72797-share-a-signature-link - Change the authentication mode to OTP by SMS Our teams are actively working on this issue. If you have urgent questions, please contact our support team by sending an email to support@yousign.com. Start date : 14/05/2024 - 15:00

This incident has been resolved.

Yousign encounters a partial outage. Everything linked to documents are affected (upload, download, preview...). Document signing is also delayed. Our engineers are working to resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

## Incident Impact and Resolution Report Dear Yousign Users, On 2024-02-29, an unexpected service disruption has occurred, affecting every customer using Yousign V2 both via the API or Web Application. As a side effect, this disruption also impacted Yousign V3 application with increase signature delays. The incident lasted for approximately 3 hours and 47 minutes. On Yousign V2, the disruptions started at 15:47 CET, initially manifesting with increased response times and occasional timeouts. The situation gradually escalated to more frequents timeouts, HTTP 500 errors but also delay in notifications like SMS. All services were back to normal at 19:42 CET. On Yousign V3, the signature slowdown started at 15:47 CET. The situation was back to normal at 19:27 CET. The impacted components during this incident were: * Yousign V2 - API V2: [https://api.yousign.com](https://api.yousign.com) * Yousign V2 - APP V2: [https://webapp.yousign.com](https://webapp.yousign.com) * Yousign V3 - API V3: [https://api.yousign.app](https://api.yousign.app) * Yousign V3 - APP V3: [https://yousign.app](https://yousign.app) We want to assure you that despite the disruption, no information was lost, and all received signatures were properly processed. ## Root Cause Analysis One of our customer had an unexpected and inappropriate use of our Yousign V2 API product. The application is not able to react and block this particular use-case properly. This particular use-case led to a bottleneck in the Yousign V2 backend, but also in our signature engine as it is common to both Yousign V2 and Yousign V3. ## Correction To mitigate the issue on Yousign V2, we had to manually stop some non-critical processes to reduce the pressure on our backend and aleviate the bottleneck. We also deployed an hotfix on the signature engine in order to mitigate the impact of Yousign V3. ## Permanent Fix To prevent this issue from occurring again in the future, the following actions will be performed: * Isolate Yousign V2 and Yousign V3 from a signature workflow perspective so that slowdowns in Yousign V2 does not impact Yousign V3 and vice versa * Setup a watchdog that will reduce the impact on requests related to an inappropriate use of Yousign V2 API * Perform a deeper investigation internally in order to be more reactive Thank you for your continued trust in Yousign.

This incident has been resolved.

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

Signature processing delays concerns now only our V2. There is no more delay for V3. Our teams are mobilized to resolve this incident as quickly as possible. We apologize for any inconvenience. V2 - APP + API - Slowness on our platform (V2) & signature processing delays (V2)

Our teams are mobilized to resolve this incident as quickly as possible. We apologize for any inconvenience. V2 + V3 - APP + API - Slowness on our platform (V2) & signature processing delays (V2 & V3)

Our V2 platform is impacted by a general slowness. Signature processing is taking longer than expected (V2 & V3) SMS are stuck in queue and therefore not sent in time (V2 only) Start date : 29/02/2024 - 15:47

## Incident Impact and Resolution Report Dear Yousign Users, On 2024-02-28, an unexpected slowdown in service has occurred, affecting every customer using Yousign V3 both via the API or Web Application. The incident lasted for approximately 77 minutes. The disruptions started at 10:37 CET, manifesting with increased latencies, but also increased error rate for the V3 solution. All services were back to normal at 11:54 CET. The impacted components during this incident were: * Yousign V3 - API V3: [https://api.yousign.app](https://api.yousign.app) * Yousign V3 - APP V3: [https://yousign.app](https://yousign.app) We want to assure you that despite the disruption, no information was lost, and all received signatures were properly processed. ## Root Cause Analysis Our database management system faced an heavy load, which led to increased queries response time and also some queries timeouts. ## Correction To limit the impact, some emergency hot configuration changes/tuning were done to improve the database health and come back to a nominal situation. ## Permanent Fix To prevent this issue from occurring again in the future, we have scalability studies that are already in progress in order to be able to safely sustain spikes. Thank you for your continued trust in Yousign.

This incident has been resolved.

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

Identified - You may be facing some slowness or error while being on the App or using our API v3. We have identified the issue and are working on a fix as soon as possible. Start date : 28/02/2024 - 11:00

This incident has been resolved.

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

The API V2 is experiencing slowness on the webhooks processing. Our engineering team is currently investigating. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

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

Some customers may be experiencing an issue with our service. Our engineers are working to identify and resolve this as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.

This incident has been resolved.

Our archiving service provider is currently experiencing a service slowdown. Please be assured that all the archiving is correctly done and no data loss occurred. However, a delay in the archives availability may occur.

Some customers may be experiencing delay to access archives. Our engineers are working to identify and resolve the issue as fast as possible. We will update you again shortly here. If you have urgent questions, please contact our support team by sending an email to support@yousign.com.