Hello ​@bhuvaneswary 

I'm really sorry to hear about your experience, and thank you for taking the time to share it. I completely understand how frustrating it is when things don’t work as expected, especially when trying to get work done.

To check, please answer the questions below. 

• Are you using the regular Docusign website (www.docusign.com) or an Integration to generate/send documents like Rooms, CLM, SpringCM, Salesforce, Workday, etc?
• Are all users affected, or only one?
• Have there been any changes to the account settings lately?
• Is this happening on other browsers like Google Chrome, Microsoft Edge, and incognito?
• Is this happening on other devices?
• What troubleshooting steps have been taken so far?  Basic troubleshooting steps for common Docusign issues
• Please describe, step-by-step, what you did when the issue appeared?

Sincerely,

Ma. Cassandra | Docusign Community Moderator
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Hi Ma. Cassandra,

Thank you for your reply.

• Are you using the regular Docusign website (www.docusign.com) or an Integration to generate/send documents like Rooms, CLM, SpringCM, Salesforce, Workday, etc? We have Salesforce Integration and the affected users started getting out of sync error with signatory fields in the envelope when trying to send the envelope. Then when the same user tried to manually create an envelope directly from Docusign website, it gives no response as I mentioned in my question.
• Are all users affected, or only one? Some of our users are affected and it does work for them intermittently without doing specific actions like clearing cache, using different browser or force logout etc.
• Have there been any changes to the account settings lately? Not that I am aware
• Is this happening on other browsers like Google Chrome, Microsoft Edge, and incognito? So far confirmed with Google chrome (with incognito mode too)
• Is this happening on other devices? I will confirm with my users.
• What troubleshooting steps have been taken so far?  Basic troubleshooting steps for common Docusign issues All the mentioned basic steps have tried already along with disconnect and re-connecting docusign connection in our salesforce org and upgrading docusign package to latest version. We have open case with Docusign support for more than 2 months.
• Please describe, step-by-step, what you did when the issue appeared? The above mentioned steps have tried already. What I have observed, the issues listed down happens same time
  • users are getting out of sync error on signatory fields when they try to send envelope after being directed to docusign from salesforce
  • user cannot create envelope from docusign website

Thanks,

Bhuva

Hello ​@bhuvaneswary 
Thank you for providing the information. We don’t currently receive reports about any bug related to this, but we will need to conduct advanced troubleshooting to verify.
I recommend that your account admin create a support case so the expert may investigate if this is bug-related. But since you mention you have an open case, may I have the case number to check?

Sincerely,

Ma. Cassandra | Docusign Community Moderator
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Hello ​@Ma.Cubio ,

Yes we have opened a case with Docusign. Case number - 15361989

Thanks,

Bhuva

Hello ​@bhuvaneswary 
Thank you for the information. The expert is already working on this. Please check your email and respond. In case, here are the instructions on how to get the HAR file.
To capture a HAR file, follow the instructions specific to your web browser:
     Google Chrome

• Press F12 to open the developer console.
• Select the Network tab and check Preserve log.
• Reproduce the issue you are experiencing.
• Click the download button in the network tab.
• Save the file and ensure that you redact any PII before sending it.

      Mozilla Firefox

• Press F12 to open the developer console.
• Select the Network tab and enable Persistent logs.
• Reproduce the issue.
• Click on the gear icon and select Save All as HAR.
• Save the file and redact any PII before sending it.

       Microsoft Edge

• Press F12 to open the developer console.
• Select the Network tab and ensure Preserve log is checked.
• Reproduce the issue.
• Save the file by clicking the Export HAR icon (down arrow).
• Redact any PII before sending it.
  
  Apple Safari
• Enable the Develop menu by going to Safari > Preferences > Advanced and checking Show Develop menu in menu bar.
• Select Develop > Show Web Inspector.
• Go to the Network tab and check Preserve Log.
• Reproduce the issue.
• Click the Download icon to save the Web archive file.
• Redact any PII before sending it.
  
  Important Note

Always remove any personally identifiable information (PII), such as passwords, from the HAR file before sharing it with support teams.
_
Ma. Cassandra | Docusign Community Moderator
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Hello ​@bhuvaneswary 

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer" 

Hi ​@Ma.Cubio ,

Unfortunately, we haven't heard back from Docusign support regarding the logs we provided. Yesterday, Docusign support asked us to upgrade our Salesforce Docusign package to version 9.7.2. However, our users are also experiencing issues directly on the Docusign platform itself.

Initially, we assumed the issue was connected to the Salesforce Docusign package because our users reported problems sending envelopes after being redirected from Salesforce. We followed the troubleshooting steps below, but they didn't resolve the issue. We later discovered that users aren't able to create envelopes from the Docusign platform directly and we have communicated the same to Docusign support.

The following steps were taken during our troubleshooting process:

• We disconnected and reconnected the Docusign connection.
• We upgraded the Salesforce Docusign package to version 7.4 (As per yesterday’s request from Docusign, we have planned upgrade to 9.7.2)

Thanks,

Bhuva

Hello ​@bhuvaneswary 
I’m sorry to hear that the issue is still unresolved. As you mentioned, you already provided logs via the support case. May I have the ticket number so I can check and follow up on your behalf?
Please send it via private message instead. Thank you.
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Hello ​@Ma.Cubio ,

I have send you the case number via private message.

Regards,

Bhuva

Hello ​@bhuvaneswary 
I got it. Thank you. Please allow me time to coordinate this with our internal team. I’ll let you know as soon as they provide feedback
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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.

Hello ​@bhuvaneswary 
I just received feedback from the expert handling your case. I was told that a bug ticket had already been created, and our engineers were looking into it. To thoroughly check their end, they ask you to send the latest logs.

via the existing support case. Please send them the logs through the email thread on the support case. Thank you.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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.

Hello ​@Ma.Cubio ,

We have received update from the engineering team yesterday that it looks like there is a network transmission issue with the outgoing response once it leaves the Docusign network. We will follow the steps advised by them to see if we get a different response.

Regards,

Bhuva

Hello ​@bhuvaneswary 
Thank you for the update. If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.

Wishing you a smooth rest of your day!

—
Ma. Cassandra | Docusign Community Moderator

Hello ​@bhuvaneswary 

How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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Hi ​@Ma.Cubio ,

The DocuSign Engineering team asked us to test bypassing the Akamai WAF via a host file edit to see if the behavior would change. The test had a positive outcome with one of the affected users. We are now running the same test with another user.

According to the Engineering team, “The Akamai WAF was implemented in early July, which is likely when users started experiencing the issue. The host file solution isn’t a long-term fix, just a means of debugging."

I will post an update here once we receive the permanent solution from the DocuSign team.

I really appreciate your support and follow up on this topic.

Thanks,

Bhuva

Hello ​@bhuvaneswary 
Thank you for the update and for your continued patience. I understand how important it is to resolve this. I hope our engineers will find a long-term solution as soon as possible.
Thank you and have a great day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"