Session Timeout FAQ - "Session Has Expired" error

General Troubleshooting

When browsing a website that is database driven and requires a login to a secure page such as DocuSign, you may experience a "Session Expired" or "Session Has Expired" error message for one of a few reasons.

Inactivity
If you have not been doing anything on the page for a set length of time (often 10-30min) the server will time out your session. This is often done for security reasons and to help increase the overall speed of the web page. In other words, if you were browsing the page and get up and leave, go to lunch, or start browsing other pages when you come back, you will need to log in again and create a new session.

  • Can I increase the length of time a session expires?

A web page session time is specified on the server side, therefore this is not a setting you can adjust or change on your computer or in your web browser. However, DocuSign has an account setting that is set to 20 minutes by default. https://support.docusign.com/articles/How-do-I-change-the-session-timeout-length

Multiple Sessions
Please make sure that you are not currently logged into your DocuSign account in multiple browser sessions. This includes signing an envelope, accessing your account from another browser, using another integration, or using a mobile device are all reasons your session can end.

Cookies
If you are browsing anonymously or your browser does not have cookies enabled it can cause many sessions to fail. Make sure your Internet cookies are enabled.

  • Specifically: Allow per session cookies.

Date or time not correct
Make sure the date and time are properly set on your computer.

Firewall or proxy
If you are connecting to the Internet behind a firewall or through a proxy the firewall or proxy may be restricting or prohibiting the session from being established.

  • Users accessing the Internet behind a Proxy Server must enable HTTP 1.1 settings via proxy connection
  • Firewall settings must allow access to the following servers : http://*.docusign.net & https://docucdn-a.akamaihd.net and ip ranges https://trust.docusign.com/en-us/trust-certifications/whitelist/
  • Other site related issue - If this issue is only occurring on http://*.docusign.net and you're not encountering any of the above-related issues it's possible that it could be the site encountering an issue - In that case, please contact DocuSign Support.

Specific Issues:

New Signing Experience while using Safari

If you're using the New Signing Experience and the Safari Browser, you may experience session timeout issues.

To fix this, follow these steps:

  1. From your Safari menu bar click Safari > Preferences then select the Advanced tab.
  2. Click Show Develop menu in menu bar
  3. Click Develop > Empty Caches.