Expired SSO certificate, users can't log-in and use service

Question

Hello,Our users can’t login to Docusign for over two weeks because the SSO certificate from IdP Azure expired.To my knowledge we have ‘require all users to log in via SSO” policy in place, and bouncing of walls. We’ve already went thorough domain verification (DNS records & GUID) and there’s no further communication from Support.How can we resolve this problem? We need our service back.Thanks,HicITDS

Michael.Rave · Accepted Answer

​@HICITDSThis is exactly the reason why Docusign Administrators should have a login policy that allow them to always use email address and password as a backup to log into Docusign.The best way to resolve this is create a support case and ask them to disable the identity provider for your organisation, then you can login with your Administrator credentials, update the login policy, upload the new certificate and enable SSO again.This Docusign Support articlehas additional information.

HICITDS · Answer

Hello ​@Michael.Rave,Once the service is up & accessible for us, we’ll definitely implement a separate login policy for DocuSign Administrator as per the doc you’ve included, but the problem seems to be more complex than initially though. Our Docusign Admin (which was also the Docusign Org Admin) is no longer with the company, as per our policy and account provision that account was removed (not sure if automatically or manually i.e. by Azure provision or manually by DS Admin, I could probably find out). In some companies sometimes there’sone possibly two Docusign Org Admins (Not DS Admins) and we need to take under the consideration accessing this system by ‘local’ none SSO accounts by ex-employees, hence the SSO across the board even for Admins. Perhaps the way to go forward is by creating Admin service account with none SSO login policy (MFA, password rotation, etc) so that we may go (unwillingly) througha staff rotation and it wouldn’t affect us again event if that employee leaves the company on a hurry.

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