RCA for eSignature Service Disruption on February 23, 2024

Impact Summary:

Customers may have experienced errors logging into their eSignature accounts between Feb 23 07:22 UTC and 14:58 UTC.

Cause:

Due to the enablement of a misconfigured feature, customers who attempted to log into their DocuSign accounts may have encountered an invalid cookie which prevented them from logging in.

The misconfiguration was rolled back at 08:34 UTC. After that point, customers who had this experience could clear their browser’s cookies, restart their browser, or log in again. DocuSign implemented a complete fix at 14.58 UTC.

Resolution:

The update was reverted and we cleared the invalid cookie.

Posted Feb 25, 2024 - 17:52 UTC

Resolved

The incident has been resolved. Outage duration and incident timelines are subject to revision pending the results of any related investigation.

Posted Feb 23, 2024 - 15:47 UTC

Update

We are continuing to monitor for any further issues.

Posted Feb 23, 2024 - 15:11 UTC

Update

We are continuing to monitor for any further issues.

Posted Feb 23, 2024 - 14:39 UTC

Update

A fix has been implemented and we are monitoring the results.

Posted Feb 23, 2024 - 11:47 UTC

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Feb 23, 2024 - 10:33 UTC

Update

We are currently investigating and looking into a potential fix.

Posted Feb 23, 2024 - 10:14 UTC

Update

We are currently investigating and looking into a potential fix.

Posted Feb 23, 2024 - 10:07 UTC

Update

We are currently investigating and looking into a potential fix.

Posted Feb 23, 2024 - 10:06 UTC

Update

We are currently investigating and looking into a potential fix.

Posted Feb 23, 2024 - 09:30 UTC

Update

Issue is being investigated in the EU environment and we will update as we have additional information.

Posted Feb 23, 2024 - 09:10 UTC

Investigating

We are currently investigating this issue.

Posted Feb 23, 2024 - 08:40 UTC

This incident affected: eSignature (NA1, NA2, NA3, NA4, CA, EU).