Unable to log in to Retrieve: "The remote server returned an error: (401) Unauthorized."

You may need assistance from your IT department in order to proceed with the recommendations in this article. 

Issue 

When trying to log into Retrieve, you get the error "Login failed. The remote server returned an error: (401) Unauthorized."
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Cause

DocuSign has ended support for TLS 1.0 to meet PCI Security Standards. This error is likely caused by deprecation of the TLS 1.0 security protocol, which is used by older versions of Retrieve and may also be used on newer versions of Retrieve if running on Windows 7, Server 2012, or Server 2008.

Solution

  1. Ensure that you're running v3.3.1 or newer of Retrieve. Older versions use outdated TLS security protocols and will no longer function.
    • You can obtain the latest version of Retrieve via your Account Manager.
  2. If you're already running v3.3.1 or newer and encountering this error on either Windows 7, Server 2012, or Server 2008, it is likely that modern TLS support must be manually enabled in these environments.
 
If you continue to experience issues beyond this, please contact our Support department for advanced troubleshooting assistance.