NA21 Reporting Maintenance Beginning Saturday, 01/09/21

 POSTED: Jan 8, 2021 10:00:00 AM        Mainentance, NA21, Reporting Services

The DocuSign CLM/SpringCM Technology Teams will be conducting necessary reporting maintenance beginning Saturday, January 9th starting at 08:00 CT (14:00 UTC) to Sunday, January 10th at 21:00 CT  (Mon, Jan 11 03:00 UTC) to repair an identified issue with DocSync and Reporting in certain NA21 accounts being behind as of 12:30 CT (18:36 UTC) on Thursday, 1/7/21.

During this time customers on the NA21 instance may experience moments of intermittent slowness while navigating the application. During the maintenance window accounts in NA21 will see outdated report data.

We apologize for any inconvenience during this time.

Please reach out to DocuSign CLM Technical Support for any questions or concerns and check back here for updates regarding the schedule.

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[RESOLVED] NA11 | NA21 | EU11 | EU21 - SSO Authentication Incident

 POSTED: Dec 15, 2020 9:29:32 AM        NA21, NA11, EU11, EU21, SSO Cert



Start time: 19:50 CST 14th December 2020

End Time: 19:15 CST 15th December 2020 


Many PROD NA11, NA21, EU11 & EU21 customers would have encountered errors related specifically to SSO where SSO authentication was leveraged. Features reported to be impacted were SSO Authentication, API Authorization Calls, Desktop Applications and Office Online.


While making an infrastructure change we did not adequately test on certificate attributes and their compatibility with various SAML providers. We did not immediately correlate the alarms that were firing to the change that was made because we receive similar alarms that are caused by vulnerability testing


New SSO Certificates were re-provisioned and retested.

Next Steps:

More targeted alerts specific to issues with SSO certificates are being instrumented.

The scope of testing will be expanded to include the full range of functionality that interfaces with SSO certificates.


[RESOLVED Dec 15 21:35 CT] The DocuSign CLM / SpringCM Technology teams have resolved the incident.  Please see the Trust Post: SSO Certificate Upgrade for details should you still be receiving SSO errors.

We apologize for the impact of this incident and its impact to customers today.

A complete root cause analysis with exact time frames will be provided via this Trust Post within 48 hours.  

[UPDATED Dec 15, 2020 11:50 AM CT]  The DocuSign CLM/SpringCM Technology teams have identified the source of the incident and are working to fully resolve this issue.  At present time issues with API are fully resolved, as are SSO Authentication and Desktop Applications, except in those circumstances where customers have not been able to trust the new SSO Certificate in accordance with the Planned SSO Certificate Upgrade. Unfortunately, issues with Office Online still persist and will not be resolved until the Technology Team is able to provide new SSO Certificates.

The CLM Technical Support team will make another Trust Post later today which will include  instructions regarding the timing and release of a second round of updated SSO Certs, which customers will need to handle similarly to the first.  We regret this inconvenience and apologize for the impact this will cause.  

A complete root cause analysis will be provided via this Trust Post within 48 hours.

[UPDATED Dec 15, 2020 10:55 AM CT] The DocuSign CLM/SpringCM Technology teams continue to work on resolving the service availability issue on Production instances.  At present time we no longer see issues with API errors, however, customers may still experience inability to authenticate via SSO and Desktop Applications (Edit, Office Online).  Please check the status of frequently for updates regarding this issue.

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NA21 Scheduled Maintenance Saturday, 11/14/2020

 POSTED: Nov 7, 2020 8:00:00 AM        Downtime, NA21, Scheduled Maintenance

The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Saturday, November 14th at 22:00 - 01:00 CT (04:00 - 07:00 GMT, Nov 15 2020).

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DocuSign CLM October 20.8 Product Release: PROD - 10/23/2020

 POSTED: Oct 14, 2020 5:00:00 PM        Production Environment, NA21, NA11, Product Release, EU11, EU21, 20.8, US11, US12

The DocuSign CLM and CLM.CM October 20.8 Product Release will be deployed to the NA11, NA21, EU11, EU21, US11, US12 Production environments on Friday, October 23, 2020 between 9:00 PM and Midnight, US Central Time.

We do not anticipate any impact to platform availability during this time.

Release Notes for this upcoming release can be found on the 
DocuSign Support Center.

Please contact 
Technical Support if you have any questions.

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[RESOLVED] NA21 - Service Availability Issue

 POSTED: Jul 31, 2020 2:18:43 PM        NA21, Service Degradation

[ROOT CAUSE ANALYSIS Aug 6, 2020 15:15 CST]




7/31 1:12-2:52CT


PROD NA21 Customers would've experienced a degradation in response time and possible inability to create or modify a session.  No impact on routine interactions just requiring a session to be verified.


A small percentage of the servers responsible for the UI was intermittently timing out on requests that modified session (forms, etc.). All requests that were effectively just viewing pages were largely unaffected, such as all UI interactions within Salesforce.


The servers were isolated and the condition reverted to normal.  

Next Steps:

Investigations of alternative configurations to prevent this in the future are underway.

[RESOLVED Jul 31, 2020 14:52 CST] The SpringCM/DocuSign CLM Technology team has resolved the degradation/service availability issue on the NA21 instance.  We observed that the issue began at 13:12 CST and was resolved at 14:52 CST.

A root cause analysis will be conducted and appended on this Trust Post within the next week.  We apologize for any inconvenience.

[UPDATE Jul 31, 2020 15:00 CST] The SpringCM/DocuSign CLM Technology team continues to make progress with the performance degradation/service availability issues on the NA21 instance.  The team has isolated the source of the degradation and reduced the severity significantly. 

Please check the status of frequently for updates regarding this issue as we move closer to resolution.

[POSTED Jul 31, 2020 14:18 CST] The SpringCM/DocuSign CLM Technology team is working to isolate a performance degradation/service availability issue on the application on the NA21 instance. During this time, customers may experience inability to access their account and/or timeouts, etc. We apologize for the inconvenience. 

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DocuSign CLM Product Release: 05/15/2020 – NA11 | NA 21 | EU 11 | EU 21 Production Unavailable During May 20.4 Product Release

 POSTED: May 4, 2020 8:00:00 AM        Downtime, Production, NA21, NA11, Product Release, EU11, EU21, 20.4

DocuSign CLM Production accounts will be unavailable Friday, May 15 from 21:00 - 24:00 CDT for the 20.4 Product release. We apologize for any inconvenience.

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[CANCELLED] NA11 | NA21 Scheduled Maintenance 5/9/2020

 POSTED: Apr 27, 2020 8:17:32 AM        Maintenance, Downtime, NA21, NA11

[POSTED May 7 2020 13:20]  The DocuSign CLM/SpringCM Technology Team is cancelling this planned maintenance until further notice.  There will be no impact to NA11 & NA21 accounts during the time previously stated.

[POSTED Apr 27 2020 08:17] The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Thursday, May 9th from 21:00 CDT to 24:00 CDT. 

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NA21 Scheduled Maintenance 4/24/20 - 4/26/20

 POSTED: Apr 16, 2020 3:56:21 PM        Business Sync, Maintenance, NA21, Reporting Services

The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Friday, April 24th at  21:00 CDT and ending Sunday, April 26th at 19:00 CDT at the latest.

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[RESOLVED] NA21 | Intermittent REST API Initiated Workflow Error

 POSTED: Feb 27, 2020 10:18:33 AM        Workflow, NA21, API, Intermittent



NA21 environment: Intermittent Errors when attempting to start workflow via API


11:47am PT 22nd Feb 2020 to 9:30pm PT 27th Feb 2020


Customers experienced intermittent errors when initiating a workflow via the REST API


A planned network configuration change caused frames to be intermittently lost.


Networking configuration was corrected.


[RESOLVED February 27th 23:24 CST] The DocuSign CLM/SpringCM Technology team resolved the intermittent issue on the NA21 instance and will be providing further details and a root cause analysis in the near future.  We apologize for any inconvenience. This incident began at 11:47am Feb 22 and ended 21:30pm Feb 27th.

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NA21 DocuSign CLM Maintenance Immediately Following Feb 20.2 Production Release

 POSTED: Feb 18, 2020 10:18:53 AM        Maintenance, NA21, 20.2

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