Latency and Intermittent Errors (Incident 5501)

We are actively investigating this issue.

We have identified the issue and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

RCA for eSign NA4 Document viewing and signing workflow failures

Service Disruption from 2026-07-30 18:52 UTC to 2026-07-30 20:51 UTC

Impact

Some eSign customers on the NA4 site may have experienced disruption to agreement workflows. During the impact window, users may have encountered failures completing envelopes. Depending on where a customer was in their workflow, they may also have seen blank PDFs, experienced failures when sending envelopes for signature, encountered errors when loading document pages, and/or received errors when attempting to add new users. As a result, the ability to complete envelopes was degraded and customers may have experienced elevated error rates until service was restored. As rendering requests began to fail, an automated traffic-protection mechanism was inadvertently triggered; instead of isolating the rendering issue, this safeguard misidentified system load and throttled healthy, unrelated traffic across additional billing-related platform APIs, broadening the scope of the impact and extending the recovery time.

Cause

This incident was caused by a configuration change to our document rendering service, which is responsible for turning agreements into viewable PDF documents. The change incorrectly routed document rendering traffic on the NA4 site to a new endpoint that was not yet available in production. As the endpoint did not exist, document rendering requests failed instead of completing successfully.

Resolution

Once the issue was identified, our engineering teams focused on correcting the configuration for the document rendering service on NA4. After this corrected configuration was deployed and propagated across the NA4 site, document rendering traffic resumed normal operation, and customers were again able to view PDFs, send and sign envelopes, load pages, and add users without error.