SAP Knowledge Base Article - Public

2688291 - Problem (Issue) - August 2018: DocuSign Sandbox Accounts Error Downloading Document/s - Onboarding [DocuSign]

Symptom

This article provides up-to-date information about issues received when using accounts of DocuSign in sandbox environment. Below are the known issues received.

  • Error occured during downloading document(s) from DocuSign
  • Object reference not set to an instance of an object.
  • Activity not moving to next step even after signing all documents 
  • When completing the NES, then signing the documents, the activity is not moving to OS

Environment

  • SAP SuccessFactors Onboarding
  • DocuSign Sandbox

Cause

DocuSign team confirmed that this issue is caused by their recent release (August of 2018) in their sandbox environments. Please note that the issue is only in DocuSign sandbox not in production.

Resolution

SAP SuccessFactors Onboarding Engineering team is working closely with DocuSign team to fix this integration issue.

Note

This KBA will be updated with the appropriate information as soon as additional information is received from DocuSign team.

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UPDATE - 03/Sep/18 11:25 PM EST

  • Our Engineering is still in-touch with DocuSign to have the issues resolved for the affected sandbox accounts.
  • A workaround is provided to create or signup a new demo/sandbox account to use for 1808 testing, this will help affected organizations to proceed on testing.

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UPDATE - 06/Sep/2018 11:27 AM EST

  • The workaround provided still resulted to the known issue with DocuSign, our Engineering provided the result to DocuSign and we are now currently waiting for their feedback.

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UPDATE - 07/Sep/18 10:21  AM EST

  • DocuSign Engineering was now able to find the root cause and has provided a fix.
  • The fix will be rolled out with the September DocuSign Release to Production and DocuSign will also include demo/sandbox environment. Due to DocuSign last-minute fix being added to the release code, the September DocuSign release is delayed by 1 day. However, it still should be finished by beginning of next week (10/Sep/18).
  • SAP will provide and update this KBA once the DocuSign release in demo/sandbox has been patched.

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UPDATE - 09/Sep/18 10:37 AM EST

  • DocuSign successfully applied the fix and SAP SuccessFactors Onboarding Engineering was able to verify that signature from DocuSign is now succesful.
  • The documents was downloaded successfully after employee signature and activity is moved to next step.
  • For affected customers, please try testing and confirm your open incidents with results.

Keywords

  • SAP SuccessFactors
  • Onboarding
  • DocuSign
  • Sandbox, Test, Stage, Demo
  • Issue
  • Release, Update, Patch
  • Unable to Download Document
  • Not Letting Download Documents
, KBA , onb-22548 , b1808 , #sfobddocusign , #sfobdproblem , LOD-SF-OBD-DSN , DocuSign , XX-PART-DSN , SAP Signature Management by DocuSign , Problem

Product

SAP SuccessFactors Onboarding