Customers may see increased latency when sending and signing and intermittent errors (Incident 5232)

Summary

Customers may see increased latency when sending and signing and intermittent errors (Incident 5232)

**RCA for Docusign eSign & CLM Service Disruption on June 29, 2026** Between 2026-06-29 08:18 AM UTC and 2026-06-29 06:05 PM UTC, some eSignature customers may have experienced latency and intermittent errors when sending and signing envelopes.  Some CLM customers may have experienced degraded performance when viewing, saving, or retrieving documents. Impact was initially limited but became more pronounced as transaction volumes increased during North America business hours. **Cause:** A staged network routing change was inadvertently applied, redirecting traffic to a secondary region. As traffic volumes increased, this placed additional demand on services responsible for storage and authorization, resulting in elevated latency and intermittent request failures. Additional investigation was required to identify the routing issue before it could be corrected. **Resolution:** The routing change was corrected, allowing traffic to return to the intended primary region. Service configurations were also adjusted to reduce resource contention and improve service performance.

• Started

  Jun 29, 2026 · 3:30 PM

• Resolved

  Jun 29, 2026 · 6:36 PM

• Duration

  3h 5m

• Severity

  Minor

• ◐

  Investigating

  Jun 29 · 3:30 PM DocuSign

  We are actively investigating this issue.

• ◐

  Investigating

  Jun 29 · 5:05 PM DocuSign

  We are continuing to investigate this issue.

• ◆

  Identified

  Jun 29 · 5:07 PM DocuSign

  We have identified the issue and a fix is being implemented.

• ◆

  Identified

  Jun 29 · 5:16 PM DocuSign

  The issue has been identified and we continue our work to implement a fix.

• ◆

  Identified

  Jun 29 · 5:51 PM DocuSign

  We continue to work to implement a fix for the issue.

• ◉

  Monitoring

  Jun 29 · 6:23 PM DocuSign

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

• ✓

  Resolved

  Jun 29 · 6:36 PM DocuSign

  The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

• ✓

  Postmortem

  Jun 30 · 11:02 PM DocuSign

  **RCA for Docusign eSign & CLM Service Disruption on June 29, 2026** Between 2026-06-29 08:18 AM UTC and 2026-06-29 06:05 PM UTC, some eSignature customers may have experienced latency and intermittent errors when sending and signing envelopes.  Some CLM customers may have experienced degraded performance when viewing, saving, or retrieving documents. Impact was initially limited but became more pronounced as transaction volumes increased during North America business hours. **Cause:** A staged network routing change was inadvertently applied, redirecting traffic to a secondary region. As traffic volumes increased, this placed additional demand on services responsible for storage and authorization, resulting in elevated latency and intermittent request failures. Additional investigation was required to identify the routing issue before it could be corrected. **Resolution:** The routing change was corrected, allowing traffic to return to the intended primary region. Service configurations were also adjusted to reduce resource contention and improve service performance.