Alerts and updates
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02/11/2021
The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Friday, February 19th from 15:00 - 19:00 CT (21:00 - 01:00 GMT, Feb 19-20).
During this time customers on the EU11 instance may experience moments of brief inaccessibility to their account.
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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02/03/2021Please update DocuSign’s email IP addresses to your allowlist to avoid service disruptions. DocuSign exclusively uses our own networks to send mail, reducing the overall list. DocuSign IP ranges are posted on the Trust Center at https://www.docusign.com/trust/security/esignature.
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02/01/2021
Please see the DocuSign Trust Center page at https://www.docusign.com/trust/compliance/public-certificates for further details on the new DocuSign SSO Certificate DEMO and PROD offer and force schedule dates.
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01/26/2021
Please see the DocuSign trust page at https://www.docusign.com/trust/compliance/public-certificates for further details on the new Connect 2021 global certificate offer and the force schedule dates for all global zones.
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01/25/2021
The DocuSign CLM and CLM.CM February 21.2 Product Release will be deployed to the UAT environment on Thursday, February 11, 2021, between 8:00 PM and 11:00 PM, US Central Time. We don't anticipate any impact to availability or access during this Product Release.
Announcements for this upcoming release can be found on the DocuSign Support Center. Please continue to check the Support Center for enhancements and bug fixes that will be posted prior to UAT deployment.
Please contact Technical Support if you have any questions.
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01/21/2021
Please see the DocuSign trust page at https://www.docusign.com/trust/compliance/public-certificates for further details on the new certificate availability and the enforcement schedule set for February 17, 2021.
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01/08/2021The 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. -
01/07/2021
[ROOT CAUSE ANALYSIS: Jan 14, 2021]
Impact:
PROD NA11 customers may have experienced workflow step failures.Cause:
After performing routine maintenance, a service that processes workflow events was left disabled. As a result of the unprocessed workflow events, the workflow steps timeout was reached and the step failed.Resolution:
The service processing workflow events was re-enabled.Next Steps:
Investigation into why automated enablement of this service failed. The priority of these alerts will be raised significantly.----------------------------------------------------------------------------------------------------------------------------------------------------------------
[UPDATE: Jan 11, 2021 15:10 CT] The DocuSign/SpringCM Technology teams continue to investigate the Root Cause Analysis of this issue. Regrettably, we're unable to offer a full RCA at this time. We anticipate being able to offer a full RCA within the next 48 hours.
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[RESOLVED: Jan 7, 2021 20:02 CT] The DocuSign / SpringCM Technology teams have resolved the performance degradation issue on the Production and UAT NA11 instances.
The team will begin identifying the cause of the issue and will post a Root Cause Analysis on this trust post within 48 hours. We apologize for the impact this issue has caused customers on the NA11 Production and UAT instances.
Please contact Technical Support if you have any questions or concerns regarding impacted workflows.
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[UPDATED: January 7, 2021 18:00 CT] The DocuSign/SpringCM Technology teams have isolated the performance degradation issue on the Production and UAT NA11 instances. They are currently working to resolve the issue.
Please check the status of trust.springcm.com frequently for updates regarding this issue.
[POSTED: January 7, 2021 16:45 CT] The DocuSign/SpringCM Technology teams are working to fix a performance degradation issue on the application tier on the NA11 (Production and UAT) instances. During this time, customers may experience latency in certain workflow steps, some resulting in timeouts.
Please check the status of trust.springcm.com frequently for updates regarding this issue.
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01/04/2021
The Docusign CLM and CLM.CM January 21.1 Product Release will be deployed to the EU11, EU21 Production environments on Friday, January 15, 2021 from 1:30PM - 5:30PM, U.S Central Time, and to the NA11, NA21, US11, US12 Production environments 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. -
12/22/2020DocuSign has been monitoring the developments in the cyberattack linked to the SolarWinds Orion platform earlier this month. We can confirm that DocuSign does not use the versions of Orion implicated in the cyberattack. Based on our investigation and the information available to date, we are not aware of any impact to our systems or services as a result. That said, our global infosec team will continue to monitor the developments, scan for additional vulnerabilities, and update our environment to protect against this threat vector as necessary.
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12/18/2020
[UPDATED January 4, 2021] The DocuSign CLM and CLM.CM January 21.1 Product Release date has been changed. The January 21.1 product release will be deployed to the UAT environment on Thursday, January 7, 2021 between 8:00 PM and 11:00 PM, US Central Time. We don't anticipate any impact to availability or access during this Product Release.
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The DocuSign CLM and CLM.CM January 21.1 Product Release will be deployed to the UAT environment on Tuesday, January 5, 2021, between 8:00 PM and 11:00 PM, US Central Time. We don't anticipate any impact to availability or access during this Product Release.
Announcements for this upcoming release can be found on the DocuSign Support Center. Please continue to check the Support Center for enhancements and bug fixes that will be posted prior to UAT deployment.
Pleas contact Technical Support if you have any questions.
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12/15/2020
[RESOLVED December 15, 2020 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 December 15, 2020 12:28 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 haven't 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 that 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 December 15, 2020 11:09 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 trust.spring.com and docusign.com/trust frequently for updates regarding this issue.
[POSTED December 15, 2020 9:48 AM CT] The DocuSign CLM/SpringCM Technology teams are working to resolve a service availability issue on the application for the Production instance (NA11, NA21, EU11, EU21). During this time, customers may experience inability to authenticate via SSO, API, and desktop applications. Please check the status of trust.springcm.com and docusign.com/trust frequently for updates regarding this issue.