System Issues

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.
How to join a screen share with DocuSign
Learn how to easily join a computer-based screen sharing session with DocuSign via Zoom.
DocuSign SSO - The issuing identity provider is not registered with DocuSign
DocuSign SSO - The issuing identity provider is not registered with DocuSign
How do I open a case in the DocuSign Support Center?
How to open a case with the DocuSign Support team automatically through your account.
Account Suspension FAQs
The most common reason is that your renewal period has come up, and your credit card information is out of date.
SpringCM - 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...
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.
DocuSign SSOv2 - Identity Provider Settings
An overview of Identity Provider configuration
Manually Adding Trusted Remote Sites to Salesforce
How to manually add trusted remote sites to Salesforce
Signature Appliance Trial - How to retrieve lost username and password?
Retrieving a lost username and password when using the Signature Appliance Trial
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 for Salesforce is general internet latency.
Print Driver FAQ
Common DocuSign Print Driver questions, issues and troubleshooting.
How to resolve DocuSign 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 for Salesforce v6.4.x a...
Script Error " is not responding due to a long-running script."
Sometimes you'll see a browser lag due to a script error when using a website such as Find out more in this article.
Unable to access Signature Appliance through the snap-in or perform digital signature operations
At times it can become impossible to manage the Signature Appliance via the MMC snap-in or perform any digital signature operations. In these cases, the administ...
Activation email not received after registering for the Signature Appliance Trial
When registering for the Signature Appliance Trial, an activation email is not received.
“Can’t Find Certificate” error after Signature Appliance client install
After installing the Signature Appliance client, users unexpectedly receive the error “Can’t Find Certificate”. If using an Active Directory environment, please ...
Internet Explorer 10 Support - Sunset in December 2017
To provide a more robust and secure experience to our customers, DocuSign will remove support for Internet Explorer 10 in the December 2017 service pack.
Session Timeout FAQ - "Session Has Expired" error
When browsing a website that is database driven and requires a login to a secure page such as DocuSign, you may get a "Session Expired" or "Session Has Expired" e...
Why is my user's status showing as ActivationRequired?
In the user administration sections, you may come across a user who is showing as ActivationRequired.