Unable to access Signature Appliance through the snap-in or perform digital signature operations

Please check the Appliance service state first when unable to access the appliance.  For more information refer to the CoSign Administrator Guide: Displaying CoSign Status in Chapter 6: Using the CoSign Console.  Check the appliance information for the Signature Appliance Service State parameter, as follows:

Verifying the status using the appliance management utility:
  • If the Service State is Running, check for a network problem between appliance and the clients.
  • If the Service State is Stopped, restart appliance and then recheck the Service State. If the Service State is still Stopped, contact the DocuSign Support team at DSASupport@docusign.com.
  • If the Service State is neither Running nor Stopped, first check to see whether there is a networking problem by pinging the appliance IP address. If this is not the problem, contact the DocuSign Support team at DSASupport@docusign.com.
If the appliance status remains as stopped, to continue the troubleshooting you will have to access the appliance physically:
  • The license MiniKey token is not inserted, causing the appliance to turn itself off after two hours. Insert the correct license MiniKey and restart the appliance.
  • The DocuSign Signature Appliance hardware device was tampered with and the Tamper LED is blinking. Reset the Tamper mechanism from the console. For more information, refer to the CoSign Administrator Guide:Resetting the Tamper Mechanism, Chapter 6: Using the CoSign Console.
  • Signature Appliance failed to receive an IP address and the Tamper LED is lit. Check the network cable for flaws and verify the DHCP server reservation for the appliance. Once the network problem is resolved, the LED turns off and the appliance begins working.
  • Signature Appliance user OU modification. Verify that the signature users OU was not modified and it is the same as entered during the appliance installation. 
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