# Salesforce: Major incident: Service Disruption: Service Cloud Voice, Core Service

**Summary:** _summary pending_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-01-05 05:10 UTC · Detected: 2026-10-18 05:26 UTC
- [Source: https://status.salesforce.com/incidents/20003578](https://status.salesforce.com/incidents/20003578)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)
- Versions: before (none: first archived) → after incident\_version:130/20003578@4cc9451d5f15
- Change 1 of 1 for this incident

Incident page (full timeline): [Service Disruption: Service Cloud Voice, Core Service](https://rewindex.com/company/salesforce/incidents/20003578.md)
## What changed

**1. Added: Title**

```diff
+ Service Disruption: Service Cloud Voice, Core Service
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-01-05 05:10 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-01-05 10:18 UTC
```

**6. Added: Affected components**

```diff
+ 2 instances, Core Service, Service Cloud Voice
```

**7. Added: Update** (update) · 2026-01-05 05:54 UTC

```diff
+ At 05:10 UTC on January 5, 2026, we became aware of a service disruption affecting a subset of customers,‌ to access Salesforce Services. Please be aware that we're actively engaged and are exploring multiple paths to resolution and restoring the services as quickly as possible.  We understand the impact this may have on your business and appreciate your patience while remediation efforts continue.  We will provide another update in 30 minutes or sooner if additional information becomes available. 
```

**8. Added: Update** (update) · 2026-01-05 06:27 UTC

```diff
+ We are actively reviewing critical system components and, in parallel, validating corrective actions in a controlled environment before applying changes to production, ensuring the safest and fastest possible restoration of service. We will provide another update in 30 minutes or sooner if additional information becomes available
```

**9. Added: Update** (update) · 2026-01-05 06:55 UTC

```diff
+ We have made further progress on diagnosing the issue and are now focused on restoring the core functions.  We are currently stabilising core systems and validating corrective actions before applying them to the impacted production environment. We will provide another update in 60 minutes or sooner as additional information becomes available. 
```

**10. Added: Update** (update) · 2026-01-05 07:45 UTC

```diff
+ We continue to make progress addressing the issue and have identified a problem with core authentication systems that are preventing normal service operation. To accelerate recovery, we've engaged our third-party vendor to help analyze the impacted environment and restore service as quickly as possible.  In parallel, we're validating corrective actions and taking steps to prevent further impact on other customer instances. We will provide another update in 60 minutes or sooner as additional information becomes available. 
```

**11. Added: Update** (update) · 2026-01-05 08:34 UTC

```diff
+ Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward.  
```

**12. Added: Update** (update) · 2026-01-05 09:04 UTC

```diff
+ Testing of a mitigation step is in progress in a sandbox environment, which involves regenerating service accounts and confirming they return to a healthy state. Once validated, it will be pushed to the production environment. We will provide another update in 60 minutes or sooner as additional information becomes available. 
```

**13. Added: Update** (update) · 2026-01-05 10:22 UTC

```diff
+ The issue is resolved for customers on DEU130 as of 09:05 UTC. The team deleted an unhealthy metadata pod and Cloud Store node, which brought customers on this instance out of impact. A failover is being pursued to bring DEU132 out of impact, as the same mitigation step was not successful for that instance. Upon further investigation, it was determined that this issue is resulting in downstream impact to Service Cloud Voice. Customers are experiencing errors when trying to create a voice call. We will provide another update in 60 minutes or sooner as additional information becomes available. 
```

**14. Added: Update** (update) · 2026-01-05 11:19 UTC

```diff
+ The issue has been resolved, and customers on and DEU132. The failover for DEU132 was successful, and customers on this instance are out of impact as of 10:18 UTC. We have validated that services are back up and running for all customers on these instances.  Due to the difference in end times, customers on DEU130 will be removed from this Trust posting and receive their own messaging with accurate start and end times. We apologize for how you and your business may have been affected by this incident. We will thoroughly investigate the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future. 
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-01-05 05:10 UTC | Major incident: Service Disruption: Service Cloud Voice, Core Service (this change) | outage |

All Salesforce changes: [timeline](https://rewindex.com/company/salesforce/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i002aeeef21ed78 · Markdown: https://rewindex.com/change/i002aeeef21ed78.md · JSON: https://rewindex.com/api/v1/changes/i002aeeef21ed78 · Generated 2026-10-18T11:25:14.896Z