Why aren't my completed envelopes being shown in Salesforce?

Issue

Envelopes are being sent from Salesforce, but Salesforce is not receiving the completed envelopes back from DocuSign.

Context and Best Practice

For configuration and basic understanding, please read DocuSign Connect for Salesforce User Guide.

When a status fails to update in Salesforce the first place to investigate is the DocuSign Connect settings.

1. First, enable Connect logging and review the resulting logs for errors.
2. Determine if there have been any changes to the Salesforce or DocuSign environment recently?
3. Identify the scope of the behavior:

a. Are status updates failing for everyone or just specific users?
b. If specific users are affected; is the issue related to a specific record type?
c. How long has this been occurring? Does that time frame point to anything relevant in (2) above?

The list above is intended as a starting point, but each answer tends to lead you to further steps toward a specific solution. 

Solution

1. Access the Connect settings:

a. Login to DocuSign. 
b. Click your Profile image, then click Go to Admin.
c. Select Connect.
d. Click Salesforce to access the configuration panel.

2. Connect for Salesforce authentication and permissions:

a. The most likely cause of an environment-wide publish failure is that the password saved is no longer valid. This is evident in Connect logs with a clear password error as the last entry. The Reconfigure Login link will allow you to update with valid credentials as a Salesforce administrator.

User-added image

b. the Salesforce user profile entered in (a) above corresponds to an actual Salesforce user. This user has their own permissions. Managing the permissions of the writeback user is a Salesforce configuration issue, but it's important to understand the concept in a DocuSign context. Symptoms where some objects fail to update and others succeed throughout an entire environment would point to an access limitation on that user profile for the failing object type. Assigning a pure System Administrator permission profile should eliminate nearly all instances of this type of failure.

3. Configuration of the Connect for Salesforce panel:

a. Under the System Settings header in the panel there is an "Active Connection" or "Inactive Connection" toggle to enable/disable the overall publish to Salesforce. Make sure that is set to "Active Connection" to enable overall publish.

b. A common misconception is that the "Sender Selectable Items" section controls which objects can be written to. This configuration defines which objects can be manually searched for in a draft envelope sent from the web console. For writeback on envelopes sent from Salesforce and general writeback for envelopes with correct metadata, this will be an entirely irrelevant configuration item.

c. One of the most common issues encountered is when some users publish back and others do not. There is an "Associated Users" section in the panel that has an overall radio toggle between "All users (including new users)" and "Select users to include". If the latter is chosen, then new users will not be automatically enabled to write to Salesforce and specific users can be disabled for publish.

User-added image

d. Every line item under the "Connect Objects" section has its own "Status" of either "Active" or "Inactive". You'll want to verify that the relevant objects are active.
e. Every line item under the "Connect Objects" section also has a check box within it for "On Completed Document Only" which will prevent publish until completion. You'll want to verify this setting, particularly if the publish occurs but only after an extended delay toward completed status.

4. Complex causes and investigating customization:

a. Gathering a log is a best practice for any Connect investigation and should be provided when engaging DocuSign Customer Support whenever possible. To an informed party, a Connect log of an attempt to publish is the best resource and will often provide an immediately clear course of action. There is a 100 envelope record when "Enable Log (maximum 100)" is enabled. Go to Admin - Connect - Logs will give you a list of record to click on and review. To understand them fully, a formatting utility such as Notepad++ or a number of web solutions is recommended to format .xml content. The logical structure is:

i. The configuration data as .xml
ii. The envelope data as .xml
iii. The call and response to Salesforce API activity, containing some .xml content

b. If logging is enabled but a log is not created for a publish that should be occurring, then

i. Verify overall publish is enabled
ii. Verify the user in question is enabled in "Associated Users"
iii. Verify that the Require Acknowledgement function is enabled and then check the Go to Admin - Connect - Failures section. Some items will show here but not be logged.

c. If the dfs__DocuSign_Recipient_Status__c object is ordered above dfs__DocuSign_Status__c in the "Connect Objects" section, then the DocuSign Recipient Status object will not be created on the first publish. In the log you will find an error indicating that the parent DocuSign Status object has not been created yet on the first publish. Symptoms may be perceived as "it takes an hour for my DocuSign Recipient Status to be created" because it stalls until the next publish action occurs, usually for the first signer completion.