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Handling Notification Failures

Last updated 2019-09-20 20:15:10 UTC

If a DocumentTRAK web notification is detected as not having been successful based on standard http status codes, it will be reattempted up to 4 times for no longer than 24 hours.  Each re-attempt will be progressively delayed.   Notifications that fail based on your endpoint returning a response that does not match the expected result you have set in the "Webhook Response Validation Tests" section of your notification will not be re-attempted.  Such results that otherwise result in a 200 success status code are not eligible for automated re-attempts.

Multiple failures of the same design will cause all re-attempts of the design to be paused, but the first attempt of a given DocumentTRAK design on any new envelope will not be delayed.  When any new instance of a given DocumentTRAK design that is failing repeatedly is determined to have been successfully sent, any queued re-attempts will be released to be tried again.

You may configure emails to be sent upon notification failure to the email addresses configured on the design.

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You may elect to be notified on the first failure, the final failure, or all failures.

Failure notifications emails will be sent with the subject line DocumentTRAK Web Service Notification Failure. The email will include non-confidential detail information that is available to the software regarding why the communication failed.

We are unable to provide support on why your endpoint may internally be failing when that information is not returned to the DocumentTRAK client. We suggest that endpoints in your control should log errors in order to help you monitor your software.

Manual re-notifications may be initiated through the detail view on a specific document or envelope. Any notification may be selected to be sent again by going to the “Signing Process” section, selecting tab on which the notification is configured and selecting “Resend”.

Notifications may also be requested to be resent via the DocumentNOW ResendNotification operation.

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