# Salesforce: Major incident: Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more

**Summary:** _summary pending_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-10-20 06:50 UTC · Detected: 2026-10-18 05:14 UTC
- [Source: https://status.salesforce.com/incidents/20003372](https://status.salesforce.com/incidents/20003372)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)
- Versions: before (none: first archived) → after incident\_version:130/20003372@bf44bb068e5f
- Change 1 of 1 for this incident

Incident page (full timeline): [Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more](https://rewindex.com/company/salesforce/incidents/20003372.md)
## What changed

**1. Added: Title**

```diff
+ Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-10-20 06:50 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-10-20 22:53 UTC
```

**6. Added: Affected components**

```diff
+ 3 instances, Data Processing Features, File Transfer Services, Mobile SDKServices, Triggered Campaign Features
```

**7. Added: Update** (update) · 2025-10-20 12:00 UTC

```diff
+ This incident is part of a multi-cloud Service Disruption. Further investigation and details can be found here: https://status.salesforce.com/generalmessages/20000226 
```

**8. Added: Update** (update) · 2025-10-20 12:57 UTC

```diff
+ 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. 
```

**9. Added: Update** (update) · 2025-10-20 19:48 UTC

```diff
+ The impact to Open Time Email image generation has been resolved. Data Warehouse integrations are continuing to recover but some are still impacted.
```

**10. Added: Update** (update) · 2025-10-21 00:00 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-10-20 06:50 UTC | Major incident: Marketing Cloud Personalization Service Disruption: Data Processing Features, File Transfer Services, Mobile SDKServices +1 more (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/i064e3ecd39de7f · Markdown: https://rewindex.com/change/i064e3ecd39de7f.md · JSON: https://rewindex.com/api/v1/changes/i064e3ecd39de7f · Generated 2026-10-18T12:19:11.221Z