DocuSign incident
Customers may experience latency or failures when signing in NA1 (DIRCA-3937)
DocuSign experienced a major incident on December 8, 2025 affecting NA1, lasting 1h 15m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 08, 2025, 11:22 AM UTC
We are currently investigating this issue.
- monitoring Dec 08, 2025, 11:55 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Dec 08, 2025, 12:38 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 latency or failures when signing in NA1 from 2025-12-08 09:41 AM UTC until 2025-12-08 11:45 AM UTC.
- postmortem Dec 09, 2025, 11:47 AM UTC
# RCA for eSign NA1 Service Disruption on December 8, 2025 ## Impact Summary: Between 09:41 AM and 11:45 AM UTC, a subset of customers utilizing the NA1 eSign environment experienced a disruption in service. Customers may have been unable to complete signing transactions or log in to the web interface. ## Cause: During a routine database failover operation, an unexpected configuration error surfaced on a load balancer. This error prevented user traffic from routing correctly to the necessary systems. ## Resolution: Our engineering team identified a networking misconfiguration and applied a correction. This fix restored traffic, bringing the signing service and web interface back online.