Docusign Status

Postmortem: ## RCA for Docusign Service Disruption on July 18, 2025

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Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.

Resolved: The incident has been resolved. If users still experience errors, please log out of the application and log back in.

eSign users may have experienced errors logging in or sending documents for signature. CLM users who authenticate using the eSign site may have experienced errors. Rooms users were unable to gain access to Rooms or app admin during the incident period.

Incident duration and timelines are subject to revision pending the results of any related investigation.

Customers may have experienced errors from 2025-07-18 06:31 PM UTC until 2025-07-18 07:23 PM UTC.

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

Investigating: We are currently investigating this issue.

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

Some customers may have experienced errors with Custom Extractions from 2025-07-23 02:18 PM UTC until 2025-07-23 06:00 PM UTC.

Investigating: We are currently investigating this issue.

Postmortem: ## RCA for Docusign Service Disruption on July 18, 2025

‌

Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.

Resolved: The incident has been resolved. If users still experience errors, please log out of the application and log back in.

eSign users may have experienced errors logging in or sending documents for signature. CLM users who authenticate using the eSign site may have experienced errors. Rooms users were unable to gain access to Rooms or app admin during the incident period.

Incident duration and timelines are subject to revision pending the results of any related investigation.

Customers may have experienced errors from 2025-07-18 06:31 PM UTC until 2025-07-18 07:23 PM UTC.

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

Investigating: We are currently investigating this issue.

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

Some customers may have experienced errors with Custom Extractions from 2025-07-23 02:18 PM UTC until 2025-07-23 06:00 PM UTC.

Investigating: We are currently investigating this issue.

Postmortem: ## RCA for Docusign Service Disruption on July 18, 2025

‌

Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.

Resolved: The incident has been resolved. If users still experience errors, please log out of the application and log back in.

eSign users may have experienced errors logging in or sending documents for signature. CLM users who authenticate using the eSign site may have experienced errors. Rooms users were unable to gain access to Rooms or app admin during the incident period.

Incident duration and timelines are subject to revision pending the results of any related investigation.

Customers may have experienced errors from 2025-07-18 06:31 PM UTC until 2025-07-18 07:23 PM UTC.

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

Investigating: We are currently investigating this issue.

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

Some customers may have experienced errors with Custom Extractions from 2025-07-23 02:18 PM UTC until 2025-07-23 06:00 PM UTC.

Investigating: We are currently investigating this issue.

Postmortem: ## RCA for Docusign Service Disruption on July 18, 2025

‌

Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.

Resolved: The incident has been resolved. If users still experience errors, please log out of the application and log back in.

eSign users may have experienced errors logging in or sending documents for signature. CLM users who authenticate using the eSign site may have experienced errors. Rooms users were unable to gain access to Rooms or app admin during the incident period.

Incident duration and timelines are subject to revision pending the results of any related investigation.

Customers may have experienced errors from 2025-07-18 06:31 PM UTC until 2025-07-18 07:23 PM UTC.

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

Investigating: We are currently investigating this issue.

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

Some customers may have experienced errors with Custom Extractions from 2025-07-23 02:18 PM UTC until 2025-07-23 06:00 PM UTC.

Investigating: We are currently investigating this issue.

Postmortem: ## RCA for Docusign Service Disruption on July 18, 2025

‌

Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.

Resolved: The incident has been resolved. If users still experience errors, please log out of the application and log back in.

eSign users may have experienced errors logging in or sending documents for signature. CLM users who authenticate using the eSign site may have experienced errors. Rooms users were unable to gain access to Rooms or app admin during the incident period.

Incident duration and timelines are subject to revision pending the results of any related investigation.

Customers may have experienced errors from 2025-07-18 06:31 PM UTC until 2025-07-18 07:23 PM UTC.

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

Investigating: We are currently investigating this issue.

Postmortem: ## RCA for Docusign Service Disruption on July 18, 2025

‌

Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.

Resolved: The incident has been resolved. If users still experience errors, please log out of the application and log back in.

eSign users may have experienced errors logging in or sending documents for signature. CLM users who authenticate using the eSign site may have experienced errors. Rooms users were unable to gain access to Rooms or app admin during the incident period.

Incident duration and timelines are subject to revision pending the results of any related investigation.

Customers may have experienced errors from 2025-07-18 06:31 PM UTC until 2025-07-18 07:23 PM UTC.

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

Investigating: We are currently investigating this issue.

Postmortem: ## RCA for Docusign Service Disruption on July 18, 2025

‌

Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.

Resolved: The incident has been resolved. If users still experience errors, please log out of the application and log back in.

eSign users may have experienced errors logging in or sending documents for signature. CLM users who authenticate using the eSign site may have experienced errors. Rooms users were unable to gain access to Rooms or app admin during the incident period.

Incident duration and timelines are subject to revision pending the results of any related investigation.

Customers may have experienced errors from 2025-07-18 06:31 PM UTC until 2025-07-18 07:23 PM UTC.

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

Investigating: We are currently investigating this issue.

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

Monitoring: This incident has been mitigated. We are monitoring performance.

Investigating: We are currently investigating the issue.

Investigating: We are currently investigating this issue.