System Issues

How to join a screen share with DocuSign
Learn how to easily join a computer-based screen sharing session with DocuSign via Zoom.
What information is needed when Contacting DocuSign Customer Support?
To optimize your Support Case handling and turn-around time, please make sure to include all relevant information in your support case.
DocuSign Signature Appliance - Web App and external site unable to communicate
Recent Microsoft update modifies ASP.NET cookies, resulting in a break in communication between the Web App and an external websites
How do I update my name in the Support Center?
Steps to update your name in the Support Center.
How do I change the email on a personal account away from a claimed domain?
You cannot edit your email address because this account is enabled with single sign-on (SSO). To make changes contact your IT department.
Two-Step Verification: Your account has been locked out due to too many attempts to send a security code
How to help regain access to your DocuSign account if locked out by Two Step (Two Factor Auth) Verification
Account Suspension FAQs
The most common reason is that your renewal period has come up, and your credit card information is out of date.
Unable to Create Merge Fields/Envelopes Not Writing Back
Reconfigure Login between Connect and Salesforce
Why aren’t my reminder settings being honored?
Discusses how Reminder and Expiration settings are handled, and how to troubleshoot unexpected behavior after updating these settings.
How do I open a case in the DocuSign Support Center?
How to open an online case with the DocuSign Support team.
How do I Resolve Error - There was an error changing email, please try again later
When users are attempting to change their emails they’re receiving an error “There was an error changing email, please try again later”.
Salesforce Error System.CalloutException: IO Exception: Read timed out
The most common cause of this error "Error System CalloutException IO Exception Read timed out" in DocuSign eSignature for Salesforce is general internet latency.
Salesforce API Request Limit Exceeded
When a Salesforce organization has hit its API limit, the DocuSign eSignature for Salesforce plugin will not function until the count rolls over.
DocuSign CLM - Office 365 Leaves Documents Checked Out
If a file is opened in Office 365 and the browser tab is closed, however, the document will remain checked out for editing, with no standard method of checking it...
How to Troubleshoot Website latency
DocuSign website is performing slower than expected
Salesforce Health Check Issue
How to deal with Salesforce health check setting
How to resolve DocuSign eSignature for Salesforce 'error: no protocol' after upgrading to v6.4.x
Steps to resolve the error no protocol: restapi/v2/accounts/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/custom_fields after upgrading to DocuSign eSignature for Salesfor...
How do I clear the Cache and Cookies in my Browser?
It's always a good idea to clear out the cache, or browser history, and clear cookies on a regular basis.
DocuSign eSignature for Salesforce - Document Element Did Not Contain the Encoded Document
Specifically intended to address the error "The document element did not contain the encoded document, or there is a problem with the encoding."
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