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Platform 101Go-Live

Go-Live troubleshooting

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Have a problem going live with your production account? See Docusign Support to open a ticket and get help.

While the rules for Go-Live review are fairly straightforward, passing your review isn’t always so simple. Here are a few common causes of failure, along with guidance on what you can do before and during the Go-Live process to prevent those causes from blocking a review request:

  • Review expired: A key in this status had previously undergone review but was not submitted by selecting Actions > Start Go Live. Unless submitted for processing, the review data only persists for a limited amount of time.
  • OAuth 2.0 required: Your REST integration must use OAuth 2.0, or you must request a policy exception.

If you are still encountering Go-Live problems, try:

  • Downloading the log of the reviewed transactions by selecting DOWNLOAD LOGS in the Review Results window, then using the contents of the log file to identify and resolve any errors.
  • Making sure that your admin console security session has not timed out. Refresh the page or use incognito mode (private browsing) to avoid timeouts.
  • Troubleshooting using the API Dashboard. See API Dashboard overview for details.
  • Opening a support case with Docusign Support if you have a paid support plan or you are enrolled in the Docusign Partner Program. See FAQ: Support for developers and Docusign APIs for details about support plans.

Next steps