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All data gone after SSO is turned on

  • April 16, 2024
  • 3 replies
  • 112 views
T
New Voice
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Hi,

I have just configured Docusign to use SSO with Entra (Azure). Authentication works fine but for one user so far all the data has disappeared. Nothing in her inbox, all history is gone too.

Has anyone seen this before?

Thanks!

Best answer by JohnSantos

@Toga - Assuming they are logged in with the same email address as before, these users might have access to the free DocuSign account that is not part of your Organization.   You can run a report to see which users might have “external” accounts.

3 replies

Justin Jiang
Established Contributor
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  • Justin JiangEstablished Contributor
  • Established Contributor
  • April 17, 2024

SSO is just a way to login. Did she login with a different username? Did she try logging in without SSO?

Welcome to the DocuSign Community and University! Your feedback is immensely appreciated. If this answer resolves your issue, please feel free to give it a Like and mark it as the "Best Answer". This helps others in the community find the information they need. Visit us at http://dsucustomers.docusign.com for more resources and support.
JohnSantos
Guru
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  • JohnSantosGuru
  • Guru
  • Answer
  • April 17, 2024

@Toga - Assuming they are logged in with the same email address as before, these users might have access to the free DocuSign account that is not part of your Organization.   You can run a report to see which users might have “external” accounts.

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.
T
New Voice
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  • TogaNew Voice
  • Author
  • New Voice
  • April 17, 2024

Hi Justin & John, 

John is correct, I just found out she has an external account. We worked out that we can switch user in her profile, and we found all her data is in the free external account. I have scheduled a session with a docusign engineer to help us transfer the data from the external to the corporate account and close the external account.

Thank you both for your help. 

JohnSantos
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