Outage in HelloSign

HTTP 500 errors when signing documents and creating signature requests

Resolved Minor

July 02, 2019 - Started almost 7 years ago - Lasted over 2 years
Official incident page

Incident Report

We are currently experiencing a failure in signing documents and creating signature requests for both the HelloSign, and HelloFax products. HelloWorks is also affected, but only in the signing stage. HelloSign is working on this.

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Latest Updates ( sorted recent to last )

RESOLVED almost 7 years ago - at 07/03/2019 07:44PM

This incident has been resolved.

MONITORING almost 7 years ago - at 07/03/2019 02:02AM

The fix is undergoing further validation. We expect deploy of the fix after 1400 UTC. Thank you for your patience.

MONITORING almost 7 years ago - at 07/02/2019 09:30PM

Fix development continues and is undergoing validation.

MONITORING almost 7 years ago - at 07/02/2019 04:06PM

The incident began at 13:50 UTC as an intermittent failure on signature-related API calls. Web-page requests to signature related pages were also intermittent, but were either fully out or fully working for a given browser session. Resolution occurred at 15:47 UTC. A more permanent fix to this issue is being developed.

IDENTIFIED almost 7 years ago - at 07/02/2019 03:56PM

A hotfix is in place to restore service while we work on a more durable fix. We are now operational on all products.

IDENTIFIED almost 7 years ago - at 07/02/2019 03:44PM

We have identified the problem and are working on a fix. On investigation it appears that HelloWorks processes are not affected by this incident and never were.

INVESTIGATING almost 7 years ago - at 07/02/2019 03:34PM

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