Hello,
We are troubleshooting an issue with the built-in eSign / DocuSign integration after upgrading a client to Acumatica 2026 R1.
The client’s Acumatica-to-DocuSign integration has been down since the upgrade. We are able to get to the DocuSign authorization screen and select Allow Access, but after DocuSign redirects back to Acumatica, Acumatica displays:
“The connection to the eSign provider has failed.”
We have been working with Acumatica Support and DocuSign Support, but have not yet found a resolution.
Current findings:
DocuSign Support has confirmed the following:
- The Integration Key / Client ID is valid.
- The Client Secret is valid.
- The initial authentication call from Acumatica to DocuSign is successful.
- The issue appears to occur after DocuSign authorization, when Acumatica attempts to complete the connection.
Redirect URIs tested:
We have attempted several redirect URI formats in DocuSign, including:
https://denizenhome.acumatica.com/Pages/ES/ESign.aspx
https://denizenhome.acumatica.com/Scripts/Screens/ES101000.html
https://denizenhome.acumatica.com/Scripts/Screens/Denizen%20-%20Production/ES101000.html
https://denizenhome.acumatica.com/Scripts/Screens/Denizen%20-%20Production/ES101000.html?CompanyID=Denizen+-+Production
The last URI appears to match the callback URL being used by the 2026 R1 eSign flow for this tenant/company:
https://denizenhome.acumatica.com/Scripts/Screens/Denizen%20-%20Production/ES101000.html?CompanyID=Denizen+-+Production
Using the 2026 R1-style /Scripts/Screens/.../ES101000.html URI, we were able to get past the earlier DocuSign message stating that the redirect URI was not registered. However, after approving access in DocuSign, Acumatica still returns:
“The connection to the eSign provider has failed.”
Other troubleshooting already attempted:
- Confirmed Demo/Sandbox vs Production environment alignment.
- Confirmed the Integration Key and Secret with DocuSign Support.
- Generated/refreshed the Client Secret.
- Tested multiple redirect URI variations.
- Confirmed the redirect URI is saved in DocuSign Apps and Keys.
- Cleared browser cache / retried in browser.
- Reviewed the eSign Accounts screen ES301000.
- Tested account type configuration, including Shared vs Individual.
- Captured Acumatica trace around the connection attempt.
- Confirmed DocuSign can return to Acumatica after authorization, but Acumatica fails while completing the provider connection.
Question:
For Acumatica 2026 R1, what is the expected DocuSign redirect URI for the built-in eSign integration?
Also, has anyone seen the following behavior where DocuSign authorization succeeds, but Acumatica fails afterward with:
“The connection to the eSign provider has failed.”
At this point, it appears the failure may be occurring in Acumatica’s callback/token handling or while saving the eSign provider connection after DocuSign authorization succeeds.
Any guidance on what to check next, where to find more detailed logs, or whether there is a known issue/hotfix for 2026 R1 eSign / DocuSign would be greatly appreciated.
Thank you.