Reconnecting DocuSign Apps Launcher to Salesforce After a Sandbox Refresh

Why This Happens

When you refresh a sandbox, Salesforce changes:

• The Org ID
• The OAuth context
• Some metadata references

Any integrations—including DocuSign—need to be reauthorized so they recognize the new environment.

What You’ll Need

• Salesforce Admin access to the sandbox
• DocuSign sandbox (demo) account credentials
• The DocuSign Apps Launcher package installed

Step 1 – Log In to Your Sandbox

First, log in to the refreshed sandbox where you installed DocuSign Apps Launcher.

Step 2 – Open the DocuSign Setup Page

1. Go to the App Launcher (the grid icon).
2. Search for DocuSign Setup.
3. Click to open the page.

Step 3 – Try to Disconnect

You should see a connected DocuSign account left over from before the refresh. Normally, you would click Disconnect to clear it.

However: Many times, this page throws an error and doesn’t actually disconnect and show below error message.

You must have Docusign administrator permissions to perform this operation.

Step 4 – Use the Troubleshooting Page to Disconnect

This workaround is the key:

1. In your browser’s URL bar, delete everything after .lightning.force.com.
2. Replace it with this path:
   /apex/dfsle__TroubleShooting
3. Example:
   https://yourSandboxName.lightning.force.com/apex/dfsle__TroubleShooting
4. Press Enter to load the Troubleshooting page.
5. Look for the Disconnect or Reset Connection button and click it.

This method almost always works when the standard disconnect fails.

Step 5 – Reconnect Your DocuSign Account

With the old connection removed:

1. Return to DocuSign Admin.
2. Click Connect.
3. A login window will open—sign in using your DocuSign sandbox credentials at account-d.docusign.com.
4. Approve the access request to reauthorize the integration.

Step 6 – Verify the Connection

After reconnecting, confirm that:

• The API Username matches your DocuSign sandbox account.
• The Environment shows Demo/Sandbox.

Step 7 – Check Remote Site Settings

Sometimes sandbox refreshes break Remote Site Settings:

1. In Setup, search for Remote Site Settings.
2. Look for any DocuSign entries (like https://demo.docusign.net).
3. Confirm they are Active.

Step 8 – Test Everything

To make sure your integration is working:

1. Open any test record (for example, an Opportunity).
2. Click Send with DocuSign.
3. Complete a test envelope send to verify no errors appear.

Tips for Success

• Always plan to reset DocuSign after refreshing a sandbox.
• Bookmark the Troubleshooting page URL.
• If you manage multiple sandboxes, label each DocuSign connection clearly.
• Document this process for your team.

Additional Resources

• DocuSign for Salesforce Administrator Guide
• DocuSign Developer Center
• Salesforce Help: Refresh a Sandbox

If you’d like help configuring DocuSign or keeping your sandbox environments in sync, our team is here to assist.