CLM & Docusign Gen for Salesforce Customers may be having difficulties accessing EU sites (Incident 4517)

Update timeline

1. investigating Mar 14, 2026, 02:07 AM UTC

   We are currently investigating this issue.

2. investigating Mar 14, 2026, 02:08 AM UTC

   We are continuing to investigate this issue.

3. investigating Mar 14, 2026, 02:27 AM UTC

   We are continuing to investigate this issue.

4. identified Mar 14, 2026, 02:42 AM UTC

   The issue has been identified and a fix is being implemented.

5. identified Mar 14, 2026, 03:11 AM UTC

   We are continuing to work on a fix for this issue.

6. identified Mar 14, 2026, 06:07 AM UTC

   We are continuing to work on a fix for this issue.

7. identified Mar 14, 2026, 09:17 AM UTC

   We are continuing to work on a fix for this issue.

8. identified Mar 14, 2026, 09:19 AM UTC

   We are continuing to work on a fix for this issue.

9. identified Mar 14, 2026, 02:44 PM UTC

   We are continuing to work on a fix for this issue.

10. identified Mar 14, 2026, 03:59 PM UTC

    We are continuing to work on a fix for this issue.

11. monitoring Mar 14, 2026, 04:54 PM UTC

    A fix has been implemented for US sites as of approximately 09:00 UTC.

12. identified Mar 14, 2026, 04:58 PM UTC

    We are continuing to work on a fix for EU21 customers. EU21 customers may observe issues accessing the site. EU11 customers may see intermittent issues generating documents.

13. identified Mar 14, 2026, 06:27 PM UTC

    We are continuing to remediate impact to EU11 and EU21 customers.

14. identified Mar 14, 2026, 08:24 PM UTC

    We are continuing to work on a fix for this issue.

15. identified Mar 14, 2026, 10:09 PM UTC

    We are continuing to work on a fix for this issue.

16. identified Mar 14, 2026, 11:11 PM UTC

    We are continuing to remediate impact to EU21 customers.

17. monitoring Mar 14, 2026, 11:41 PM UTC

    A fix has been implemented and we are monitoring the results.

18. monitoring Mar 15, 2026, 04:23 AM UTC

    We are continuing to monitor for any further issues.

19. identified Mar 15, 2026, 08:30 AM UTC

    The issue has been identified and a fix is being implemented.

20. identified Mar 15, 2026, 11:40 AM UTC

    We are continuing to work on a fix for this issue.

21. identified Mar 15, 2026, 05:17 PM UTC

    We are continuing to work on a fix for this issue.

22. identified Mar 15, 2026, 08:00 PM UTC

    The issue has been identified and a fix is being implemented.

23. identified Mar 15, 2026, 10:31 PM UTC

    We are continuing to work on a fix for this issue.

24. identified Mar 15, 2026, 11:25 PM UTC

    We have identified that the recovery of EU21 will require the failover of our compute systems. This is a complex operation and will take some time. We will provide updates every 2 hours as recovery progresses.

25. identified Mar 16, 2026, 12:51 AM UTC

    We are continuing to work through failover steps.

26. identified Mar 16, 2026, 02:47 AM UTC

    We are continuing to work through failover steps.

27. identified Mar 16, 2026, 03:31 AM UTC

    We have identified an intermittent degradation in our EU11 environment and are working on fixing it.

28. identified Mar 16, 2026, 04:49 AM UTC

    We are continuing to work through the failover steps for EU21. Meanwhile, we have implemented a fix and are seeing improved stability on our EU11 environment.

29. identified Mar 16, 2026, 06:59 AM UTC

    We are continuing to work through the failover steps for EU21. Meanwhile, we have implemented a fix and are seeing improved stability on our EU11 environment.

30. identified Mar 16, 2026, 08:27 AM UTC

    We are continuing to work through the failover steps for EU21. We are now seeing additional impact to our EU11 site and have engaged further engineering resources to triage.

31. identified Mar 16, 2026, 08:58 AM UTC

    We are continuing to work through the failover steps for EU21. We have identified the issue with EU11 and are now working to implement a fix to restore service.

32. identified Mar 16, 2026, 09:32 AM UTC

    We are still continuing to work through the failover steps for EU21. Engineering teams are still triaging issues on EU11.

33. identified Mar 16, 2026, 10:46 AM UTC

    We are still continuing to work through the failover steps for EU21. Eu11 Remains in a degraded state, additional engineering teams haven been engaged and triage is continuing.

34. identified Mar 16, 2026, 11:03 AM UTC

    We are still continuing to work through the failover steps for EU21. EU11 is now showing signs of recovery and we are continuing to monitor the health of the site to ensure stability.

35. identified Mar 16, 2026, 11:12 AM UTC

    We are still continuing to work through the failover steps for EU21, additional engineering resources have been engaged. EU11 is now full recovered.

36. identified Mar 16, 2026, 12:49 PM UTC

    We are still continuing to work through the failover steps for EU21.

37. identified Mar 16, 2026, 03:15 PM UTC

    We are still continuing to work through the failover steps for EU21, extensive testing is underway as part of the validation process.

38. identified Mar 16, 2026, 05:19 PM UTC

    We are still continuing to work through the failover steps for EU21, extensive testing is underway as part of the validation process.

39. identified Mar 16, 2026, 07:25 PM UTC

    We are still continuing to work through the failover steps for EU21, extensive testing is underway as part of the validation process.

40. identified Mar 16, 2026, 10:03 PM UTC

    The failover steps for EU21 are nearing completion. A subset of customers have been enabled and we are monitoring carefully.

41. monitoring Mar 17, 2026, 12:51 AM UTC

    A fix has been implemented and we are monitoring the results. Customers may notice some visual issues, such as custom logos not appearing. Services are functional.

42. monitoring Mar 17, 2026, 04:36 AM UTC

    We continue to monitor the environment to ensure stability. Updates will be posted less often during monitoring unless a significant issue develops. Customers may notice some visual issues, such as custom logos not appearing. Services are functional.

43. monitoring Mar 17, 2026, 07:40 PM UTC

    We continue to monitor the environment to ensure stability. Any company logos that were missing or outdated have been updated.

44. resolved Mar 17, 2026, 11:40 PM UTC

    The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. An RCA is anticipated to be shared here by 2026-03-19 12:00 AM UTC

45. postmortem Mar 18, 2026, 11:47 PM UTC

    ## RCA for CLM EU11, EU21, US11, US12, US13 Service Disruption Beginning March 14, 2026 ### Impact Summary: Some CLM sites experienced a service disruption impacting some users’ ability to access the site. The impacted time windows are noted below: * US11: 2026-03-14 1:20 AM UTC to 2026-03-14 9:20 AM UTC * US12: 2026-03-14 1:20 AM UTC to 2026-03-14 10:15 AM UTC * US13: 2026-03-14 1:20 AM UTC to 2026-03-14 7:35 AM UTC * EU11: 2026-03-16 8:05 PM UTC to 2026-03-16 10:45 PM UTC * EU21: 2026-03-14 1:20 AM UTC to 2026-03-17 00:15 AM UTC Customers in EU11 may have observed degradations across various operations from 03/14/2026 02:50 UTC to 03/14/2026 03:10 UTC, and 03/16/2026 01:25 UTC to 03/16/2026 03:55 UTC. Following initial recovery, some EU21 customers may have experienced the following issues until 2026-03-17 22:23 UTC: missing historical search results, failures in workflows involving search steps, missing or outdated company logos, and inaccurate reporting of Docusign envelope statuses. ### Cause: The issue was triggered by a planned security update applied to infrastructure supporting our application services. Once issues were identified, the update was rolled back. While the rollback completed successfully in unaffected environments, it did not fully complete in all cases, resulting in a subset of infrastructure entering a degraded or failed state. ### Resolution: In US11, US12 and US13 sites, recovery was achieved and service was restored by resetting affected clusters and restarting application services that had entered a failed state. EU11 required rebuilding a cluster to reallocate services and restore regular operations. Recovery efforts in EU21 required additional remediation steps and took longer to stabilize. Multiple parallel efforts were executed in an attempt to restore the failed clusters and we ultimately initiated a failover to alternate infrastructure to complete recovery and restore services.