[RESOLVED] NA21 | Intermittent REST API Initiated Workflow Error

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

[ROOT CAUSE ANALYSIS]  

Description:

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

Timeframe:

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

Impact:

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

Cause:

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

Resolution:

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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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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[RESOLVED] NA21 | Service Outage

 POSTED: Nov 11, 2019 11:45:37 AM        NA21, Service Outage

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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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[RESOLVED] NA21 | Service Degradation

 POSTED: Oct 14, 2019 11:25:43 AM        Production, NA21, Service Outage

[ROOT CAUSE ANALYSIS]

Description:

NA21 Environment Performance Degredation

Timeframe:

2019-10-14 , 08:22AM CT to 08:54AM CT

Impact:

Customers experienced slowness or timeout while navigating SpringCM

Cause:

An unexpected database snapshot was generated for multiple publications which caused a degradation in database performance.

Resolution:

Once the snapshot generation finished performance returned to normal.  We have a support case open with the hosting vendor for investigation of the cause of the snapshot generation.

[RESOLVED] The SpringCM Operations team detected and resolved a service availability issue on the NA21 instance starting at 10:22AM - and ending at 10:54AM CT. During this time, customers may have experienced latency, an inability to access resources, or received an error when loading pages.

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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] NA21 | Service Degradation

 POSTED: Aug 30, 2019 1:39:57 PM        NA21, Service Degradation

[ROOT CAUSE ANALYSIS Sept, 24, 2019] 

Description:

Spring - UI Session Management Intermittent Connection Failures/Outage

Timeframe:

2019-08-30 , 13:00CT to 15:30CT

Impact:

About 10% of (SpringCM) users whose accounts are primary to the NA21 instance of SpringCM got errors trying to login and active sessions got redirected to the login page or received a gateway time out.
This only impacted our (SpringCM's) NA21 user base.

Cause:

During a recent release we changed session management platforms.  There was an increase in requests to the new platform and unanticipated traffic patterns

Resolution:

Modified the maximum number of clients that can be handled simultaneously. Rolled back implementation to the previous version.

[RESOLVED] The SpringCM Technology team identified and resolved the service availability issue on the NA21 instance on Friday, August 30 at approximately 15:30 CST.   The outage lasted approximately from 13:00 CST to 15:30 CST (2.5 hours).  We apologize for the inconvenience and will be providing a Root Cause Analysis in the near future.

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