Login failures and Latency Issues with Sending and Signing Envelopes (Incident 4717)

Update timeline

1. investigating Apr 17, 2026, 02:47 PM UTC

   We are currently investigating a spike in latency for send and sign services which may affect a subset of customers. We have engaged our engineering teams and are actively triaging this issue.

2. identified Apr 17, 2026, 02:53 PM UTC

   Our engineering teams have identified the root cause of this issue and are in the process of deploying a fix.

3. monitoring Apr 17, 2026, 03:12 PM UTC

   Internal testing is showing the implemented fix has resolved the impact, we are continuing to monitor to ensure the issue is fully mitigated.

4. monitoring Apr 17, 2026, 03:57 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Apr 17, 2026, 04:18 PM UTC

   The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced login failures and latency issues with Sending and Signing from 2026-04-17 02:08 PM UTC until 2026-04-17 03:09 PM UTC

6. postmortem Apr 21, 2026, 10:01 PM UTC

   # RCA for Docusign eSign Canada Service Disruption on April 17, 2026 ‌ ## Impact Summary: eSignature customers in Canada may have experienced latency and failures in sending, signing, and intermittent login errors on April 17, 2026 from 07:08 am PT to 08:10 am PT. ‌ ## Cause: A backend configuration change was made to increase the number of storage replication partners to improve performance and redundancy. This led to an increased volume of data-syncing activity, preventing the storage system from processing normal requests. ‌ ## Resolution: The configuration change was rolled back, removing the additional storage replication partners. Normal processing resumed, and the backlog of activity was completed. The additional replication partners will be added in the future more slowly, during slow traffic times, and closely monitored.