Jobvite Onboarding - Errors completing onboarding tasks

Update timeline

1. identified Dec 22, 2025, 01:55 PM UTC

   We have identified an issue resulting in unexpected errors when attempting to complete certain onboarding tasks. Our engineers are actively working on a resolution

2. identified Dec 22, 2025, 05:41 PM UTC

   Update: We are continuing to have issues with our onboarding module. This may be affecting the completion of new hire onboarding forms. While our teams have identified the underlying issue, we are still reviewing options for resolution. We will continue to provide periodic updates and notify as soon as this issue is resolved.

3. identified Dec 22, 2025, 10:04 PM UTC

   Update: We are experiencing an issue impacting parts of the Jobvite onboarding experience. We want to assure you upfront that this issue is isolated, understood, and actively being addressed, and that the security of your data and documents remains intact. The disruption is related to an expired document-signing certificate used for secure onboarding documents. This certificate is separate from our standard domain certificates, and recent changes in vendor ownership and industry requirements mean an updated signing mechanism is required. Our teams are actively working on a solution, including refactoring components of the system to support the new requirements. Work is underway now, and we are assessing timelines to restore full functionality as quickly and safely as possible. Current impact: -Onboarding, Offers, and native e-signature functionality are affected -Customers using DocuSign for offers are not impacted Workaround: -Offers can continue via manual signature and upload as a temporary workaround Once service is restored, we will implement additional monitoring and controls to strengthen early detection and help prevent a recurrence. We understand how critical these workflows are to your hiring process. Maintaining the security, reliability, and integrity of our platform is our top priority, and we will continue to share updates as we make progress. Please subscribe for updates and notifications

4. identified Dec 23, 2025, 03:37 PM UTC

   Current Status: We’re still working on a fix for the issue impacting parts of the Jobvite onboarding experience. The root cause has been confirmed, and our team is actively implementing changes to meet new signing requirements. Impact: Onboarding, Offers, and native e-signature functionality remain affected Customers using DocuSign for offers are not impacted Next Update: We’ll provide another update by 4 pm EST, or sooner if progress changes. Thank you for your patience as we work to restore full functionality.

5. identified Dec 23, 2025, 09:03 PM UTC

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

6. identified Dec 23, 2025, 09:04 PM UTC

   Current Status: Our teams are actively working to implement a fix for the issue impacting parts of the Jobvite onboarding experience. Engineers are working continuously to deliver a resolution as soon as possible. Impact: Onboarding, Offers, and native e-signature functionality remain affected. Customers using DocuSign for offers are not impacted. Use Cases Impacted: Uploading an attachment to a form during its creation (as an OB Admin). Uploading an attachment to a form during step completion (as a task assignee). Completing a form step (as a task assignee). This typically involves signing the document; if no signature is required, the user certifies it. Generating a PDF of all forms with collected data (Available Documents in New Hire Overview). Next Update: We’ll provide another update by 10:00 AM EST on Dec 24, or sooner if progress changes. Thank you for your patience as we work to restore full functionality.

7. identified Dec 24, 2025, 03:04 PM UTC

   Status Update as of 12/24/25: Document Signing Service We are continuing to make steady progress on restoring document signing functionality. Our teams made meaningful advances overnight and are actively testing updates today across North America, with additional work continuing tomorrow with our teams in India to maintain momentum around the clock. Once testing is completed, we will move quickly to deploy the updated signing service to production and switch the application to use it. Based on our current progress, we expect document signing to be up and running by early next week. Throughout this work, customer data remains secure and compliant with our established privacy and security standards. We appreciate your patience and want to reassure you that this remains a top priority. We will continue to share updates as milestones are reached and confirm as soon as signing functionality is fully restored.

8. identified Dec 29, 2025, 05:44 PM UTC

   Status update as of 12/29/25: Our engineering teams continue to work around the clock to resolve this issue. We’ve made solid progress securing the new certificate and are actively developing the updated storage and retrieval process required to use it. We are pursuing both the full long‑term fix and a potential short‑term workaround in parallel. At this time, we do not expect the full solution to be ready before Wednesday, unless the short‑term option proves successful sooner. We will keep you updated as we make further progress. Thank you for your continued patience.

9. identified Dec 30, 2025, 04:27 PM UTC

   Our team has completed development of our new document‑signing service and has successfully deployed it to production. We are now preparing and deploying an additional update that will enable our Onboarding and Jobvite integrations to use this new service, with this work expected to be finalized early this afternoon. Once all components are live, we will conduct full end‑to‑end testing in our production environment to ensure everything operates as intended. We are targeting deployment of the full fix on Wednesday, provided all testing is completed successfully.

10. resolved Dec 31, 2025, 02:13 PM UTC

    All components of the new document‑signing service, including Onboarding and Jobvite integrations, have been successfully deployed to production. Full end‑to‑end testing has been completed, and everything is operating as expected. The fix is now fully live. We will continue monitoring the system closely to ensure stability and optimal performance. Thank you for your patience and understanding while we worked to resolve this issue. A Root Cause Analysis (RCA) will be provided within 5–7 business days.

11. postmortem Jan 09, 2026, 08:13 PM UTC

    **Customer Impact** On December 22, 2025, customers experienced an interruption to digital document signing capabilities within Jobvite. This impacted workflows that rely on native onboarding and native e‑signature functionality. All customers using document signing features were affected during the incident window. **Root Cause** The service disruption was caused by the expiration of a digital signing certificate required to sign documents. The certificate expired on December 22, 2025, and was not renewed prior to expiration. Several environmental and industry changes contributed to the complexity of the issue, including evolving certificate vendor support models and updated compliance requirements that now require hardware-based security \(HSM\) signing. These changes required the implementation of a new, compliant signing approach rather than a standard certificate renewal. **Resolution** The issue was resolved by introducing a new, dedicated document signing service that complies with updated security and certification requirements. Key resolution steps included: * Issuing and deploying a new compliant signing certificate. * Implementing a new signing service built on a supported operating system and security model to enable hardware‑backed certificate signing. * Integrating the new service into existing workflows to restore document signing functionality. **Preventative Actions** We have implemented, or are actively implementing, the following actions to prevent recurrence: * **Certificate & License Management** * Establish centralized monitoring and alerting for all non‑AWS certificates and licenses. * Perform a comprehensive audit of all certificates and renewal timelines. * Migrate certificate storage and handling to secure secrets management. * **Monitoring & Alerting** * Add high‑priority alerts for document signing service availability and failures. * Introduce enhanced observability and application monitoring. * **Platform & Process Improvements** * Formalize vendor ownership, renewal responsibility, and escalation paths. * Improve deployment pipelines and testing coverage for signing workflows. * **Architecture Review** * Conduct a formal review of the document signing and conversion architecture to ensure scalability, reliability, and support for large documents. * Evaluate consolidation versus separation of document conversion and signing services based on performance and operational risk. We take the reliability of our platform seriously and recognize the impact this disruption had on customer workflows. These corrective actions are designed to significantly reduce the risk of similar outages in the future and to ensure greater visibility, resiliency, and compliance going forward.