eSign System Problems – RESOLVED

UPDATE AS OF WEDNESDAY, JULY 18 | 1:00PM

AAR eSign is now operating smoothly. We’ve been testing it since early morning on both Mac and Windows systems and are ready to give eSign a clean bill of health. Some changes made last night not only resolved the remaining problems, but appear to have improved system responsiveness. Many people have called and told us they appreciate our work in getting things going.  We appreciate our members and thank you for your patience.

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UPDATE AS OF TUESDAY, JULY 17 | 9:00AM

Progress is being made.  eSign is now usable, though not completely stable.  Errors may occur while creating signing sessions, though finished sessions appear to be proceeding properly.

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UPDATE AS OF MONDAY, JULY 16 | 5:15PM

The system has been rolled back, but they’re still having major templating problems.  We are recommending that you do not use eSign until this is cleared up.  See below for alternatives and more answers.

Problem:  The problem occurs when using the print driver to bring in forms or in applying templates manually.  Fields show up in the wrong places (or are missing completely), and the system goes into a loop when assigning parties to roles.

Workaround:  If you have an emergency e-signing, the system works okay if you start a signing session, upload documents directly from your computer, and apply signing fields manually (drag and drop).  Please do not use the printer driver or apply a template to any document until further notice.

Scope of the problem:  Any signing session beginning Saturday is potentially affected. To know for sure, go to your eSign dashboard and review any signing sessions initiated during this period and look for signing fields out of place.

Cause:  The cause of this problem was a system enhancement that allowed legal-sized documents to be used. This seems to have caused the misapplication of templates to new documents, but no older documents were affected.

Importantly, everything remains secure—the issues are with appearance and functionality. We apologize for any inconvenience. Thanks for your patience!

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INITIAL POST AS OF MONDAY, JULY 16 | 10:37AM

An eSign (GoPaperless) software upgrade this weekend has apparently damaged all of the document signing templates.  Our Business Services team is reporting problems in other areas too.  We have been in phone contact with GoPaperless at the highest levels, and a system rollback is taking place.  We are also dealing with sporadic server timeout issues, which we’ve been seeing lately.  Please know that we are aware of these problems and will get them settled as soon as possible.

We sincerely apologize to our members for any inconvenience this service interruption is causing.

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