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Trouble Mapping a Salesforce Object via Docusign Apps Launcher

  • April 2, 2025
  • 1 reply
  • 15 views
J
Newcomer
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04.02.2025

Good evening.

I am hoping that has run into this same issue & can provide some hints or actions on how we can resolve this issue. We are configuring a Docusign Demo\UAT CLM Account to be integrated with a Salesforce Sandbox Organization.

The issue we are having is that after we have successfully gone through the 2 steps of logging into Salesforce using our Salesforce integration user & also logging into Docusign using our Docusign integration user. When we go to map a Salesforce object via the DAL. The process just spins & it never completes. We have tried this several times but each time we got the results, no completion, process just spins & then times out.

Here are the steps we have gone through:

  1. Successfully installed as a Salesforce Admin Version 7.2 of the Docusign Apps Launcher
  2. Successfully connected our Salesforce Integration User via the DAL
  3. Successfully connected our Docusign Integration User via the DAL
  4. Tried to map a custom Salesforce Object via the DAL. Process never finishes, it just spins until it eventually times out.
  5. We have gone through all of the steps of using the Apps Launcher Troubleshooting package. But we get the same results.
  6. Have posed multiple questions & information to a Docusign Technical Support Case. Unfortunately, no luck with anything they have provided\suggested.
  7. We have repeated the same process multiple times but with the same results.

We have another pair of another separate Docusign Demo\UAT CLM Account & a Salesforce Sandbox Organization. This pair has no issues & we were able to map out the needed Salesforce Objects that we need for this project. Other than the different Integration users on the Docusign & Salesforce sides. The only other difference is that this environment has a lower version of the Docusign Apps Launcher installed & configured.

Any help or suggestions are greatly appreciated.

Thanks,

Jim O’Brien

USAble Life

1 reply

M
Community Moderator
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Hello ​@JimOUSAL,

Thank you for reaching out, and a warm welcome to the Docusign Community! We are absolutely delighted to have you here and can't wait to share our knowledge with you.

I understand your issue when configuring a Docusign Demo\UAT CLM Account to be integrated with a Salesforce Sandbox Organization. I sincerely apologize for the inconvenience caused, and rest assured that I will make my best effort to assist. To confirm, did you install DAL 7.2 for All Users? When installing, there is a prompt to install for All Users, Administrator Only, or Install for Specific Profiles. The All Users option is what the DAL package needed.
Next, please check this article to see if this resolves the issue. Otherwise, this will be better investigated on a call, so opening a Support case is best. To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case.” Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center. 

Let us know if you need further assistance. Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

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