[RESOLVED] NA11 | UAT Workflow Step Timeouts

 POSTED: Jan 7, 2021 4:45:10 PM        Workflow, NA11, Latency

[ROOT CAUSE ANALYSIS]

Timeframe:

2021-01-07 01:24:42.129 CT
2021-01-07 17:44:54.074 CT

Impact:

PROD NA11 customers may have experienced workflow step failures.

Cause:

After performing routine maintenance, a service that processes workflow events was left disabled. As a result of the unprocessed workflow events, the workflow steps timeout was reached and the step failed.

Resolution:

The service processing workflow events was re-enabled.

Next Steps:

Investigation into why automated enablement of this service failed. The priority of these alerts will be raised significantly.

 

[UPDATE: Jan 11, 2021 15:10 CT] The DocuSign / SpringCM Technology teams continue to investigate the Root Cause Analysis of this issue.  Regrettably, we are unable to offer a full RCA at this time.  We anticipate being able to offer a full RCA within the next 48 hours.

[RESOLVED: Jan 7, 2021 20:02 CT] The DocuSign / SpringCM Technology teams have resolved the performance degradation issue on the Production and UAT NA11 instances.  

The team will begin identifying the cause of the issue and will post a Root Cause Analysis on this trust post within 48 hours.  We apologize for the impact this issue has caused customers on the NA11 Production and UAT instances. 

Please contact Technical Support if you have any questions or concerns regarding impacted workflows.

[UPDATED: Jan 7, 2021 18:00 CT] The DocuSign/SpringCM Technology teams have isolated the performance degradation issue on the Production and UAT NA11 instances.  They are currently working to resolve the issue.

Please check the status of trust.springcm.com frequently for updates regarding this issue.

[POSTED: Jan 7, 2021 16:45 CT] The DocuSign/SpringCM Technology teams are working to fix a performance degradation issue on the application tier on the NA11 (Production and UAT) instances. During this time, customers may experience latency in certain workflow steps, some resulting in timeouts.

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[RESOLVED] EU11 | EU21 | UAT  - Service Availability and Intermittent Slowness

 POSTED: May 16, 2020 3:37:13 AM        UAT, EU11, EU21, Service Outage, Latency, CLM.CM, CLM.DS

[RESOLVED May 16, 2020 05:47 CDT] -The DocuSign CLM/SpringCM Technology team has resolved the service availability issue on the EU11/EU21 instances. The problem began at 00:00 CDT and was resolved at 05:47 CDT.

The intermittent slowness in UAT has been reduced but is not currently completely resolved.  Please check the status of trust.springcm.com frequently for updates regarding this issue.

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[RESOLVED] UAT - Performance Degradation on 4/17/2020

 POSTED: Apr 17, 2020 9:03:36 AM        UAT, Latency

[RESOLVED Apr 19, 2020 15:57 CDT - The SpringCM Technology team has resolved the performance degradation issue on the UAT instance.  The issue began on Apr 17 at 08:42 CDT and resolved on Apr 19 at 15:05 CDT.

We will provide a Root Cause Analysis here within a few days.  We apologize for any inconvenience. 

[UPDATED Apr 19, 2020 15:00 CDT] - The SpringCM Technology team continues to work on resolving the performance degradation issue on the application on the UAT instance. We apologize for the inconvenience and will continue to update Trust with more information as we get closer to resolution.

[UPDATED Apr 17, 2020 16:50 CDT] - The SpringCM Technology team continues to work on resolving the performance degradation issue on the application on the UAT instance.  We anticipate improvement throughout the weekend as work continues.  We apologize for the inconvenience and will continue to update Trust with more information as we get closer to resolution.

Please check the status of trust.springcm.com frequently for updates regarding this issue.

[POSTED Apr 17, 2020 09:03] The SpringCM Technology team is working to resolve a performance degradation issue on the application on the UAT instance.

Continue reading...

[RESOLVED] NA11 Latency When Searching for Newly Added Documents

 POSTED: Jan 15, 2020 8:24:53 AM        Search, NA11, Latency

[RESOLVED] Jan 16, 2020 16:47 CST] The SpringCM Technology team resolved the performance degradation issue on the backend of the NA11 instance.  The issue lasted from approximately 1/15/20 at 02:04 to 14:00 CST.  We apologize for the inconvenience.

[POSTED Jan 15, 2020 08:24 CST] The SpringCM Technology team is working to resolve a performance degradation issue on the backend of the NA11 instance.

Continue reading...

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