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Question

2026 R1 eSign / DocuSign Integration Fails After DocuSign Authorization

  • July 29, 2026
  • 1 reply
  • 16 views
D

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.

1 reply

S
Freshman I

This looks less like a config issue and more like a package/platform mismatch after the R1 upgrade — a few things worth checking before waiting on Support:

  1. Check your eSign customization package version matches 2026 R1. This is the most common cause of exactly this kind of "connects but fails after auth" behavior — the OAuth handshake succeeds because that part talks to DocuSign directly, but the callback/token-save step fails because the eSign package (ES101000 screen logic) wasn't updated to match the new platform version. Compare the version installed in Customization Projects against what's listed for 2026 R1 on the Acumatica Marketplace/portal downloads page, and reinstall/update if there's a mismatch.
  2. Redirect URI with spaces/special characters in company name is risky. Your working URI has Denizen%20-%20Production and CompanyID=Denizen+-+Production in it — company names with spaces/dashes in the URL can cause inconsistent encoding between what Acumatica generates internally vs what's registered in DocuSign, especially across redirects. If at all possible, test this against a company/tenant with a simple single-word name (even temporarily) to rule out URL encoding as the culprit.
  3. Pull the actual trace detail, not just the UI message. "Connection to eSign provider has failed" is a generic wrapper message — the real error (usually a token exchange failure, invalid_grant, or a mismatched client state) will be in the Acumatica trace/exception log around that timestamp. If you haven't already, check for an inner exception message specifically, that'll tell you if it's failing at token exchange vs at the save-connection step.
  4. Try ES301000 in Individual mode fresh, without carrying over the old Shared account config. Sometimes upgrade paths leave a stale token/connection reference behind that blocks the new handshake from completing cleanly even after a "fresh" attempt.

Given you've already ruled out credentials and basic redirect URI registration, this really does sound like a 2026 R1-specific defect in how the callback is handled. I'd escalate this as a bug ticket (not just a support case) with Acumatica dev/R&D directly, referencing the exact trace error — this is the kind of thing that needs a hotfix, not a config fix, if the package version does turn out to match.

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