Outage in HelloSign

Major Outage

Resolved Major
August 26, 2022 - 6 months ago - Lasted about 18 hours
Official incident page

Details

We are currently experience an interruption to creating Signature Requests, Signing, and Embedded Signing, Template Creation. We’re aware of the issue and are investigating.
Updates ( sorted recent to last )
MONITORING at 08/27/2022 09:30AM

The fix is continuing to look effective, but we are still closely monitoring the system. The backfill of open signature requests is continuing, we believe the large majority of still viable open requests will now function. New signature requests are working as they should be.

MONITORING at 08/27/2022 02:10AM

Our fix is in place and the site is operational. The backfill operation for open signature requests is moving automatically backwards in time. At this time the backfill has reached August 17. We are continuing to monitor the site to ensure the fix is sound.

IDENTIFIED at 08/27/2022 01:13AM

We have deployed a fix and will be bringing the service back up shortly. In order to resume full service as quickly as possible we have put a temporary hold on open signature requests older than 00:00 August 26, 2022 UTC. We are working to quickly backfill the remaining open signature requests. New requests will work normally.

IDENTIFIED at 08/26/2022 11:10PM

We continue to work on restoring services, and will provide a status update around 0800 UTC.

IDENTIFIED at 08/26/2022 09:21PM

We are working on the fix, which is taking longer. We expect this to continue until at least 0600 UTC.

IDENTIFIED at 08/26/2022 08:22PM

HelloWorks is partially affected by this outage. The portal is unavailable, and final document generation will not happen until HelloSign is recovered. API users are unaffected save for the final document generation.

IDENTIFIED at 08/26/2022 07:50PM

We still stand by our earlier estimate of the site being up no earlier than 04:00 UTC. In the event this fix does not address the issue, we have built a contingency fix using a related technique that has different failure modes than our first fix. We will post further updates once we have a better estimate for when the site will be available.

IDENTIFIED at 08/26/2022 05:12PM

We are in the process of deploying a fix, but we expect this to require the site to be down for at least another four hours. We do not expect the site to be back up before 04:00 UTC.

IDENTIFIED at 08/26/2022 04:50PM

We are continuing to work on a fix for this issue.

IDENTIFIED at 08/26/2022 04:31PM

We have identified the issue and have taken the site to emergency mode in order to apply a fix. Due to the extensive nature of this fix, we will be keeping the site in emergency mode for at least one hour.

INVESTIGATING at 08/26/2022 04:26PM

We are continuing to investigate this issue.

INVESTIGATING at 08/26/2022 04:14PM

We are continuing to investigate this issue.

INVESTIGATING at 08/26/2022 03:56PM

We are currently experience an interruption to creating Signature Requests, Signing, and Embedded Signing, Template Creation. We’re aware of the issue and are investigating.

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