Changes / Salesforce / Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more
Salesforce: Major incident: Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more
Summary
Summary pending. The diff below shows exactly what changed.
Major incidentLabel: outage (model (Jev), 96%)Changed Detected Source: status.salesforce.com (opens in new tab)
Incident page: full timeline of updates →
What changed
Before: not present
After: Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more
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After: major
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After: resolved
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After: 2025-10-20 06:50 UTC
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After: 2025-10-20 22:53 UTC
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After: 3 instances, Data Processing Features, File Transfer Services, Mobile SDKServices, Triggered Campaign Features
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After: This incident is part of a multi-cloud Service Disruption. Further investigation and details can be found here: https://status.salesforce.com/generalmessages/20000226
Before: not present
After: On October 20, 2025, at 06:50 UTC, multiple Salesforce clouds, including Marketing Cloud Personalization, experienced a widespread service disruption caused by an issue at a third-party cloud infrastructure vendor.
Proposed customer actions:
Identify failed or skipped SFTP uploads by looking at the feeds dashboard. Retry any that are appropriate.
Customers experienced symptoms in multiple subsystems:
During the main impact period (6:50-9:42 AM UTC):
- delays and failures in retrieving the access tokens to publish campaign triggers in their Journey Builders
- SFTP file server was inaccessible
- Data Cloud connector which sends user and event information from Marketing Cloud Personalization to Data Cloud was impacted
- Mobile SDK push notifications were impacted
During the main impact period (6:50-9:42 AM UTC) and still ongoing:
- Open Time Email image generations were impacted
- Data Warehouse integrations were impacted and some customers are unavailable or have data ingestion delays
The main impact period ended at 09:42 UTC. The vendor implemented a fix forward, and we closely monitored recovery, scaling resources where needed to stabilize performance.
We apologize for how you and your business may have been affected by this incident. Salesforce is fully committed to minimizing downtime when incidents do occur. We also continually assess and improve our tools, processes, and architecture to provide you with the best service possible.
Before: not present
After: The impact to Open Time Email image generation has been resolved.
Data Warehouse integrations are continuing to recover but some are still impacted.
Before: not present
After: All Personalization services have been recovered. We are continuing to working with our vendor to investigate a connection issue with a single Data Warehouse instance. Update: 00:37 - all instances online.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more (this change) | Major incident |
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