Alert: NA11 | NA21 | EU11 | EU21 SSO Authentication Incident
[RESOLVED December 15, 2020 21:35 CT] The DocuSign CLM/SpringCM Technology teams have resolved the incident. Please see the Trust Post: SSO Certificate Upgrade for details should you still be receiving SSO errors.
We apologize for the impact of this incident and its impact to customers today.
A complete root cause analysis with exact time frames will be provided via this Trust Post within 48 hours.
[UPDATED December 15, 2020 12:28 AM CT] The DocuSign CLM/SpringCM Technology teams have identified the source of the incident and are working to fully resolve this issue. At present time, issues with API are fully resolved, as are SSO authentication and desktop applications, except in those circumstances where customers haven't been able to trust the new SSO Certificate in accordance with the Planned SSO Certificate Upgrade. Unfortunately, issues with Office Online still persist and will not be resolved until the Technology Team is able to provide new SSO Certificates.
The CLM Technical Support team will make another trust post later today that will include instructions regarding the timing and release of a second round of updated SSO Certs, which customers will need to handle similarly to the first. We regret this inconvenience and apologize for the impact this will cause.
A complete root cause analysis will be provided via this trust post within 48 hours.
[UPDATED December 15, 2020 11:09 AM CT] The DocuSign CLM/SpringCM Technology teams continue to work on resolving the service availability issue on Production instances. At present time, we no longer see issues with API errors, however, customers may still experience inability to authenticate via SSO and desktop applications (Edit, Office Online). Please check the status of trust.spring.com and docusign.com/trust frequently for updates regarding this issue.
[POSTED December 15, 2020 9:48 AM CT] The DocuSign CLM/SpringCM Technology teams are working to resolve a service availability issue on the application for the Production instance (NA11, NA21, EU11, EU21). During this time, customers may experience inability to authenticate via SSO, API, and desktop applications. Please check the status of trust.springcm.com and docusign.com/trust frequently for updates regarding this issue.