[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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[RESOLVED] NA 21 | Workflow Latency

 POSTED: May 21, 2019 11:18:14 AM        NA21

Root Cause Analysis:

Description:

NA21 Workflow Latency

Timeframe:

2019-05-21 09:50:00 CST to 2019-05-21 14:05:00 CST

Impact:

Some customers may have experienced some latency in workflow execution in the NA21 datacenter.  All workflows completed successfully, however there was a degradation in execution time.

Cause:

A workflow condition was encountered that resulted in intermittent performance degradation.

Resolution:

The affected instances were aborted which resolved the immediate issue.  Hotfix patches will be applied so that the same conditions will not cause blocking going forward.

 

[RESOLVED: MAY 21, 2019 02:10 PM CST] The SpringCM Technology Team has resolved the performance degradation issue on the NA21 instance.  The problem began at 09:50 AM and was resolved by 2:05 PM CST.  We apologize for any inconvenience or impact to your teams. Given the close proximity of this issue with yesterday's similar issue on NA21, we'll be on conducting an in depth root analysis to prevent this kind of occurrence from happening again.

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[RESOLVED] NA21 | Workflow Latency

 POSTED: May 20, 2019 9:16:37 AM        NA21

[RESOLVED May 20, 2019 1:39 PM CST) - The SpringCM Technology Team has resolved the performance degradation issue on the NA21 instance.  The problem began at 07:30 AM and was resolved by 1:17 PM CST.  We apologize for any inconvenience or impact to your teams.

[UPDATE May 20, 2019 11:50 AM CST] - The SpringCM Technology team continues to work towards resolving a performance degradation issue on the NA21 instance. We apologize for any inconvenience or impact to your teams.

[May 20, 2019 9:16:37 AM ]The SpringCM Technology team is working to resolve a performance degradation issue on the NA21 instance. During this time, customers may experience workflow latency.

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NA11 | NA 21 | EU 11 | EU 21 Production Unavailable during May (19.4) Product Release

 POSTED: May 6, 2019 3:25:24 PM        Downtime, NA21, NA11, New Release, Product Release, EU11, EU21

SpringCM Production accounts will be unavailable Friday, May 17th from 9pm - 12am CDT for the 19.4 Product release. We apologize for any inconvenience.

Please contact SpringCM Support at https://support.docusign.com/ if you have any questions.
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NA11| NA21 | EU11 | EU21 Production April 19.3 Product Release

 POSTED: Mar 25, 2019 4:31:39 PM        NA21, NA11, Product Release, EU11, EU21

SpringCM's April 2019 Product Release will be deployed to Production environments on Friday, April, 5th 2019 between 9PM and Midnight, US Central Time.

Please review the April Release Notes for details on all the new features and updates which you will have access to following the deployment. We do not anticipate any impact to availability or access during this Product Release.

If you have any questions or concerns, please contact your customer success manager or reach out to SpringCM Support.
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NA11| NA21 | EU11 | EU21 Production Unavailable During February Product Release

 POSTED: Feb 14, 2019 12:54:53 PM        NA21, NA11, Product Release, EU11, EU21

SpringCM's February 2019 Product Release will be deployed to the Production environments on Friday, February 22, 2019. As a result, there will be a brief service interruption between 9PM to Midnight US Central Time.

Please review the February Release Notes for details on all the new features and updates which you will have access to following the deployment.

If you have any questions or concerns, please contact your customer success manager or reach out to SpringCM Support.
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REMINDER | PROD NA11, NA21, EU11, EU21 | Unavailable during 19.1 Product Release

 POSTED: Jan 18, 2019 1:01:01 PM        Production Environment, NA21, NA11, Product Release, EU11, EU21

REMINDER: SpringCM Production accounts will be unavailable tonight Friday, January 18th 9pm - 12am CDT for the 19.1 Product release. We apologize for any inconvenience.

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[RESOLVED] NA11 | NA21 Intermittent service availability for Workflow Tasks page

 POSTED: Jul 17, 2018 7:58:11 PM        Workflow, NA21

[UPDATE July 19, 2018 at 016:17 CDT] We've identified the root cause of the issue and mitigated the performance degradation affecting some NA11 and NA21 accounts. If you are experiencing any issues, please contact Support.

[UPDATE July 18, 2018 at 04:15 CDT]- The SpringCM Technology Team continues to work on isolating the service availability issue for the tasks page on the NA11 and NA21 instances.  It is highly recommended that users who are experiencing this issue clear their browser's cache, as this has been identified as a successful solution.  Full instructions for updating your browser's cache can be located here.

[UPDATE July 18, 2018 at 08:10 CDT]- The SpringCM Technology Team continues to work on isolating the service availability issue for the tasks page on the NA11 and NA21 instances.

Jul 17, 2018 7:58:11 PM - The SpringCM Technology team is working to resolve a service availability issue on the NA11 and NA21 instances. During this time, some customers may experience the inability to open the Workflow Tasks page.

Until resolved, impacted users are advised to clear browser cache and/or switch browsers.

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

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[RESOLVED] NA11, NA21 Production Workflow Execution Delay

 POSTED: Feb 1, 2018 11:06:24 AM        Workflow, NA21, NA11

February 2, 2018 08:00AM CT - The workflow queues returned normal to normal at approximately 5:30pm CT on Thursday, February 1, 2018.

We have detected an abnormal increase in workflow volume that is resulting in intermittent workflow delays starting between approximately 9am and 10am CT. At present time the engineers have addressed the degradation in workflow execution and we anticipate the workflow queues to return back to normal shortly.

Our engineering team is currently investigating the root cause of the issue and will provide another update.

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