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.
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
How to join a WebEx meeting with DocuSign?
Learn how to easily join a computer-based screen sharing session, through Cisco WebEx, a tool that's great for sharing your screen and troubleshooting an issue, o...
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.
Application Error. Sorry, there was a problem loading the application. Please try again.
When logging in or clicking links in DocuSign you receive the error "Application Error. Sorry, there was a problem loading the application. Please try again."
Why am I not getting DocuSign email notifications?
Occasionally, DocuSign email notifications may be blocked by either your email server, firewall, email provider, or email client.
DocuSign for SharePoint On-Prem 2013/2016 PowerShell Script Usage
DocuSign for SharePoint On-Prem 2013/2016 v3.1 and above allows installation of the integration via SharePoint Admin PowerShell command
Unable to log in to Retrieve: "The remote server returned an error: (401) Unauthorized."
Unable to log in to Retrieve. Error: "Login failed. The remote server returned an error: (401) Unauthorized."
Error When Uploading a New License to DocuSign Signature Appliance
Error with upload a new license to Signature Appliance - “Reply not compatible with license” ("Reply not compitable with license")
DocuSign for Outlook or Word Error: This app could not be started
This article provides a solution for the App Error: This app could not be started. error message in DocuSign for Outlook and DocuSign for Word.
How to Troubleshoot Website latency
DocuSign website is performing slower than expected