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Administrator Guide
Last Updated: 2026-01-23
Troubleshooting: eSignature Integrations

Troubleshooting: eSignature Integrations

The DocuSign integration is stuck in Awaiting Integration Response status on a Review Documents step.

DocuSign Connect is configured incorrectly in the integration setup between Workday and DocuSign.
  1. From the related action menu on the Review Documents step, select
    Business Process
     >
    Update eSignature Status
    .
  2. Reauthenticate using the instructions in Set Up DocuSign.
  3. Review the DocuSign Connect configuration in your DocuSign account to ensure:
    • The account shown in Workday's Tenant Setup as the DocuSign account should be provisioned as an Administrator role in your DocuSign Admin Console.
    • In the Connect section, your tenant name should be there and the status should be Active.
    • In the Event Settings section, Data Format should be set to Legacy and Event Message Delivery Mode should be Aggregate.
    • The DocuSign Configuration Enabled check box is selected to indicate that authentication was successful.
    Test this using the
    Update eSignature Status
     task on the
    Review Documents
     step (select
    Event
     >
    Related Action
     >
    Business Process
     >
    Update eSignature Status
    ). If this resolves the issue, you must review the Connect configuration in your DocuSign account and reauthenticate. See Set Up DocuSign for authentication instructions
    If reauthentication is successful, you should see the tenant name in the Connect section of your DocuSign account and a status of
    Active
    . Please also note that if you navigate to the
    Event Settings
     section of the active account, the
    Data Format
     field should be
    Legacy
    , and
    Event Message Delivery Mode
     should be
    Aggregate
    . Otherwise, please contact DocuSign support directly for guidance to prevent delays in the integration response.

Review Documents steps using DocuSign fail with an Unauthorized error when triggered as part of a business process.

The DocuSign account is blocked by Single Sign On (SSO) because Workday doesn’t support SSO with DocuSign.
In your DocuSign account:
  • Verify that 2-Step Verification and SSO are disabled in your DocuSign account before authenticating in Workday.
  • Provide an exception to the SSO policy for certain users or consider exempting the account that is used for authentication from SSO. See DocuSign’s documentation about excluding specific users from SSO requirements.
To re-establish the connection in Production, log out of DocuSign and reauthenticate the DocuSign integration (see Set Up DocuSign for instructions).

A worker has already signed a document in Adobe Sign, but the Distribute Documents or Tasks or Review Documents event in the worker's history shows an overall status of In Progress.

Values for
Signed By
 and
Signature Date
 are also missing in the
Personal
 >
Documents
 tab and the
Full Process Record
 of the event.
The
Full Process Record
 of a business process displays an
Integration Error
 tab when a business process event includes an eSignature integration that didn't complete due to an error. You can use the information on this tab to troubleshoot the error.
The task has not yet been submitted in Workday.
When distributing a document using Adobe Sign and signing directly in Adobe, the document is still awaiting action and hasn’t yet been submitted by the worker in Workday. Therefore, the overall event status is still
In Progress
.
This is expected behavior and the
Signed By
 and
Signature Date
 values only display when the task is submitted by the worker. To update the status in Workday, the worker must submit the pending item in My Tasks.

A worker has signed a document, but it's not visible on the Documents tab on their worker profile.

Workers can view their reviewed documents when they select
Personal
 >
Document
on their worker profile. Users can also view other workers' documents if they're associated with the business process that routes the document.
Workday can't fetch documents and save them to the worker profile if you don't follow your eSignature provider's document name character limits. When creating a document in Workday, Adobe document names (including the file extension) must be fewer than 250 characters, and DocuSign document names must be 95 characters or less. You must also avoid using workarounds to enter a name that exceeds the maximum limit after creating a document (Example: Using the
Edit Document
 task).