[RESOLVED] UAT | Workflow Failures and Designer Errors

 POSTED: Oct 14, 2020 6:54:45 AM        Workflow, UAT, Workflow Designer, Bug Fixes

[RESOLVED, October 14, 2020 10:00AM CST] - The DocuSign/SpringCM Technology team has resolved the bug impacting customer workflows on the UAT instance.  The problem began with the 20.8 Product Release to UAT yesterday evening and was resolved at 09:55AM CST.  

We will post a root cause analysis (RCA) of this issue in the coming days once the investigation has been completed.

Again, apologies for the inconvenience.  If you continue to see any issues related to this, please reach out to DocuSign CLM Technical Support.  

[UPDATE, October 14, 2020 at 09:50AM CST] - The DocuSign/SpringCM Technology team continues to work on isolating and resolving the bug in the UAT instance impacting customer workflows.  We apologize for the inconvenience and anticipate a resolution soon.  

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[RESOLVED] UAT Advanced Workflow Performance Degradation

 POSTED: Apr 6, 2020 10:15:38 AM        Workflow, UAT, Service Degradation

[RESOLVED April 6, 2020 21:31 CDT] The SpringCM Technology Team has resolved the Workflow performance degradation issue within the application on the UAT Instance. The issue was observed starting at approximately 07:48 CDT and resolved at 21:24 CDT.   We will provide a Root Cause Analysis here within a few days.  We apologize for any inconvenience. 

[UPDATE April 6, 2020 14:45 CDT] The SpringCM Technology Team continues to work on the Workflow performance degradation issue within the application on the UAT instance.

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[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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[RESOLVED] EU11| Service Availability Issue

 POSTED: Jan 31, 2020 11:56:24 AM        Workflow, Service Interruption, EU11

[RESOLVED] Jan 31, 2020 16:47 CST  The SpringCM Technology team resolved a service availability issue on the backend of the EU11 instance.  The issue lasted from approximately 1/31/20 at 10:09 to 10:47 CST. 

During this time, customers may have experienced inability to access the application and delays in processing workflow actions. We apologize for the inconvenience.  

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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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[ Resolved ] NA21 | Service Degradation

 POSTED: Mar 18, 2019 11:40:45 AM        Workflow

[UPDATE]  March 21, 2019 at 09:28 CST - Root Cause Analysis (RCA)

Incident:

IM-22191

Description:

SpringCM Instance NA21 Experiencing severe degradation

Timeframe:

09:40AM PST to 12:55PM PST

Impact:

Approximately 25% of SpringCM customers impacted by NA21 Instance Degradation. Customers would have experienced elevated latency / timeouts.

Cause:

The SpringCM operations team identified an issue in the use of a standard maintenance process as the cause of the service downtime in NA21. 

Resolution:

The servers affected by the issue were restored, and the integrity and functionality of the system was verified. Several measures are being taken to avoid the occurrence of similar issues. 


[ UPDATE March 18, 2019 at 14:36 CST ] - The SpringCM Technology Team has resolved the service degradation issue. The problem began around 11:30 CST and was resolved as of 14:00 CST. An RCA is pending for this outage and will be provided when available.

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[ RESOLVED ] Prod / UAT | Performance Degradation

 POSTED: Jan 2, 2019 2:00:29 PM        Workflow

[ UPDATE January 2, 2019 at 14:17 CST ] - The SpringCM Technology Team has resolved the performance degradation issue. The problem began around 13:40 CST and was resolved as of 14:00 CST. 

The SpringCM Technology team is working to resolve a performance degradation issue in both Production and UAT environments. During this time, customers may experience issues with document previews and logging in through login or loginuat.springcm.com.

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[RESOLVED] NA21 | Performance Degradation

 POSTED: Nov 29, 2018 12:22:56 PM        Workflow

 [UPDATE November 29 at 16:30 CST]- The SpringCM Technology Team has resolved the performance degradation issue on the NA21 instance. The problem began at 10:00 AM CDT and was resolved as of 3:03 PM CDT.  

Available diagnostic data indicates the cause to be related to a memory resource contention issue on the servers responsible for workflow processing. The contention issue affected performance of workflows on NA21 during this period. Our technology team has addressed the cause of the contention to ensure that this will not happen again.  We apologize for any inconvenience.

[UPDATE November 29, 2018 12:22:56 PM CDT] 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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[RESOLVED] NA21 | Performance Degradation

 POSTED: Nov 15, 2018 9:22:27 AM        Workflow

 

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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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