NA11|NA21|EU11|EU21 December 19.9 Production Release

 POSTED: Nov 25, 2019 4:34:05 PM        NA21, NA11, Product Release, EU11, EU21, Zero Downtime

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[RESOLVED]File It Integration With Salesforce Rendering Issue

 POSTED: Nov 21, 2019 12:35:23 PM        UAT, NA21, NA11, File It, Salesforce, EU11, EU21

[UPDATE Nov 25, 16:16 CST] The SpringCM Technology Team has pushed the resolution the UAT environment as well, so all customers reporting issues with File It should be resolved in all environments.

A full Root Cause Analysis will be posted to this Trust Post in the coming weeks.

If you continue to suffer issues related to this problem please reach out to Support at https://support.docusign.com/en/acct1login.  Thanks, SpringCM Support.

[UPDATE Nov 23, 08:02 CST] The SpringCM Technology Team would like to provide an update that the resolution provided on Nov 22nd was applied to the Production NA11, NA21, EU11, EU21 environments.  The resolution has been scheduled to be applied to the UAT environment on Monday, Nov 25th, 2019.  Another update will be provided once this is complete.  Thank you for your patience and we apologize for any inconvenience.

[RESOLVED Nov 22, 2019 16:34 CST] The SpringCM Technology Team has resolved the issue with the SpringCM File It Widget not rendering correctly within Salesforce.  We apologize for the inconvenience and will be publishing the root cause analysis here in the coming weeks.  If you continue to suffer issues related to this problem please reach out to Support at https://support.docusign.com/en/acct1login.  Thanks, SpringCM Support.

[UPDATE Nov 22, 2019 12:08 CST] The SpringCM Technology Team has isolated the issue and is working to resolve the issue with File It/Files rendering for all instances.  This is the top priority for our engineers and we anticipate a resolution soon. Please accept our apologies for the impact and inconvenience.  Please check the status of trust.springcm.com for all updates regarding this issue.

[UPDATE Nov 22, 2019 08:24 CST] The SpringCM Technology Team continues to work to isolate and resolve the issue with File It/Files rendering for all instances.  This is the top priority for our engineers and we anticipate a resolution soon. Please accept our apologies for the impact and inconvenience.  Please check the status of trust.springcm.com for all updates regarding this issue.

[POSTED Nov 21, 2019 12:35 CST] The SpringCM Technology Team is working to isolate an issue with the File It widget for all instances (NA11, NA21, EU11, EU21, UAT). Customers impacted will see the widget as being blank and will not be able to load folders or documents within the widget. Customers will still be able to view all applicable documents within their SpringCM account.

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NA11 | NA21 | EU11 | EU21 Production Unavailable During 19.8 Product Release

 POSTED: Oct 23, 2019 12:17:59 PM        Downtime, NA21, NA11, Product Release, EU11, EU21

SpringCM Production accounts will be unavailable Friday, November 1 from 9pm to Midnight CDT for the 19.8 Product release. We apologize for any inconvenience.

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NA11 | NA 21 | EU 11 | EU 21 Production Unavailable During 19.8 Product Release

 POSTED: Oct 7, 2019 3:29:42 PM        Downtime, NA21, NA11, Product Release, EU11, EU21

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NA | EU Production Reporting Maintenance Oct 11 - Oct 14

 POSTED: Oct 1, 2019 12:25:23 PM        NA21, NA11, EU11, EU21

Please be advised that maintenance has been scheduled for the NA11 and NA21 Production Environments for 9pm CDT on Friday October 11 to 12AM CDT on Monday October 14. Additionally, maintenance has been scheduled for the EU11 and EU21 Production Environments for 21:00 UTC on Friday, October 11 to 24:00 UTC on Monday October 13. During the maintenance window customers should not expect reports to fail but will likely return out of date/incomplete data.

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[RESOLVED] NA11 | Workflow Reports Data Not Refreshing

 POSTED: Sep 19, 2019 2:51:10 PM        Workflow, Reporting, NA11

[RESOLVED: Sept 19, 2019 21:59 CST] The SpringCM Technology Team has resolved the issue with workflow reports on the NA11 instance.  Workflow reports will now show up to date, refreshed information.  We apologize for any inconvenience this may have caused.

[POSTED: Sept 19, 2019 14:51 CST] The SpringCM Technology Team is working to isolate a service availability issue impacting Workflow Reporting on the NA11 instance since approximately 13:00 CST.

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NA11 | NA21 | EU11 | EU21 September 19.7 Product Release

 POSTED: Aug 27, 2019 4:33:33 PM        NA21, NA11, Product Release, EU11, EU21, Zero Downtime

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[UPDATE] NA11 | NA21 | EU11 | EU21 - Production August 19.6 Product Release

 POSTED: Jul 22, 2019 3:30:16 PM        NA21, NA11, Product Release, EU11, EU21

[UPDATE July 25, 2019] - The Production environment will be unavailable during this product release, from Friday, August 9, 9PM - Midnight US Central Time.  We inadvertently reported in the original trust post that we did not anticipate any impact to availability.  We apologize for any inconvenience.

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[RESOLVED] NA11 | NA21 | EU11 | EU21 - Document Generation Performance

 POSTED: Jul 3, 2019 12:33:50 PM        NA21, NA11, Document Creation

Root Cause Analysis:

Description:

Data Inconsistency in NA11, NA21, EU11, EU21

Timeframe:

2019-07-03 12:00PM CDT to 2019-07-04 5:30PM CDT

Impact:

Customers may have experienced inability to generate new documents via the Document Generation feature.

Cause:

A change to distributed database replication settings caused some database replicas not to have the data they needed.

Resolution:

A hotfix was deployed to increase database query consistency levels so clients always get the most current data from the database, and data inconsistencies were repaired.

Next Steps:

We are searching out other queries which may benefit from increasing database query consistency levels, and we're developing a less disruptive procedure for modifying database replication settings.

[UPDATED:  Jul 8, 2019 8:11 AM] -  In addition to the issues experienced on NA11 and NA21 on July 3, the EU11 and EU21 Production environments experienced the same service availability issues on July 4 from approximately 10:00 AM to 6:00 PM CST.  The SpringCM Technology Team isolated and repaired the service availability issue in that time.

[RESOLVED:  Jul 3, 2019 7:06 PM]  The SpringCM Technology Team has isolated and repaired the service availability issue on the NA11 and NA21 instances.  The problem began at approximately 12:20 PM CST and was resolved by 6:06 PMCST.  We apologize for the inconvenience and will be providing a root cause analysis of the issue in a near future.

[UPDATE: Jul 3, 2019 3:52:00 PM] - The SpringCM Technology Team continues to work on isolating the service availability issue on the NA11 and NA21 instances. Please check the status of trust.springcm.com for updates regarding this issue.

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NA11 | NA21 | EU11 | EU21 June 19.5 Product Release

 POSTED: Jun 6, 2019 11:25:07 AM        Production Environment, NA21, NA11, Product Release, EU11, EU21

SpringCM's June 2019 Product Release will be deployed to the Production environments on Friday, June 28th 2019 between 9PM and Midnight, US Central Time.

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