# Salesforce: Critical incident: Service Disruption: Core Service

**Summary:** _summary pending_
- Kind: Major incident · Label: critical (vendor)
- Changed: 2026-03-16 15:53 UTC · Detected: 2026-10-18 05:10 UTC
- [Source: https://status.salesforce.com/incidents/20003819](https://status.salesforce.com/incidents/20003819)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)
- Versions: before (none: first archived) → after incident\_version:130/20003819@59f7447da9a8
- Change 1 of 1 for this incident

Incident page (full timeline): [Service Disruption: Core Service](https://rewindex.com/company/salesforce/incidents/20003819.md)
## What changed

**1. Added: Title**

```diff
+ Service Disruption: Core Service
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-03-16 15:53 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-03-17 05:00 UTC
```

**6. Added: Affected components**

```diff
+ 421 instances, Core Service
```

**7. Added: Update** (update) · 2026-03-16 16:40 UTC

```diff
+ At 15:53 UTC on March 16, 2026, we began investigating a service disruption causing a subset of customers to be unable to log into their environments when attempting to access their services. We are currently exploring multiple paths to resolution.  We will provide an update in 30 minutes or sooner if additional information becomes available.
```

**8. Added: Update** (update) · 2026-03-16 17:15 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.  
```

**9. Added: Update** (update) · 2026-03-16 17:42 UTC

```diff
+ We are investigating a recent change as a potential trigger and actively working on multiple strategies to resolve the issue and restore services as quickly as possible. We will provide an update in 30 minutes or sooner if additional information becomes available.
```

**10. Added: Update** (update) · 2026-03-16 18:14 UTC

```diff
+ We have successfully validated a restoration path on a single canary instance and are preparing to scale this restoration across all remaining impacted instances to remediate the disruption as soon as possible. We will provide an update as more information becomes available.
```

**11. Added: Update** (update) · 2026-03-17 01:30 UTC

```diff
+ We're actively working to scale the restoration across all remaining impacted instances and we will provide an update as more information becomes available.  Please note that this issue specifically impacts users with Salesforce Platform licenses, who may experience errors and be unable to log in to Salesforce. 
```

**12. Added: Update** (update) · 2026-03-17 05:00 UTC

```diff
+ Customers across multiple instances are currently experiencing login failures with an internal server error, affecting all user types. While a rollback has been completed on some instances, issues are persisting for some customers. We're actively investigating the reason for this continued impact post-rollback. We'll provide an update as soon as additional information is available. 
```

**13. Added: Update** (update) · 2026-03-17 05:59 UTC

```diff
+ We identified a version mismatch between our application and database layers as the technical trigger for the login errors. To mitigate the impact, we've validated a fix-forward release and are actively deploying it across the remaining impacted instances to restore services for our Salesforce Platform users. We will provide an update in 30 minutes or sooner as ‌deployment progresses. 
```

**14. Added: Update** (update) · 2026-03-17 06:50 UTC

```diff
+ Clarification: While many of the listed impacted instances showed recovery, at approximately 03:47 UTC on March 17, 2026 post the rollback, we identified a recurrence of service disruption affecting USA780, USA324, USA960, JPN160, IND132, and USA1072 which were in a complete disruption state and the impact was limited to these cells. Fix-forward deployment was completed on the impacted six cells and we are conducting final verification before confirming full resolution. We will be posting a separate Trust update for these impacted six cells to convey the exact start and end time. 
```

**15. Added: Update** (update) · 2026-03-17 08:29 UTC

```diff
+ Investigations have highlighted that the impact radius is narrower than initially understood. We will now remove any instances that have not experienced an impact, and these will no longer receive communications about this incident going forward. Impacted instances will continue to be updated. We apologize for any inconvenience caused. 
```

**16. Added: Update** (update) · 2026-03-17 12:54 UTC

```diff
+ Customers are out of impact as of 05:00 UTC, on March 17, 2026, following the successful rollback of the change that was identified as the trigger for the disruption.  Investigations have highlighted that the impact radius is narrower than initially understood. We'll now remove GovCloud instances (USA9002, USA9004S, USA9006S, USA9008, USA9010S, USA9012S, USA9014, USA9016S, USA9018S, USA9020, USA9022S, USA9024S, USA9026, USA9028S, USA9402, USA9404S, USA9406S, USA9902, USA9904S, USA9906S, USA9914, USA9916S, USA9918S) that have not experienced an impact, and these will no longer receive communications about this incident going forward. Impacted instances will continue to be updated. We apologize for any inconvenience caused. The Trust Message posting for this issue for CS338, NA225, and NA242 can be found here: https://status.salesforce.com/incidents/20003824.    We'll perform a full investigation of the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future. We apologize for how you and your business may have been affected by this incident.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-03-16 15:53 UTC | Critical incident: Service Disruption: Core Service (this change) | critical |

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/i54af3b786dfc75 · Markdown: https://rewindex.com/change/i54af3b786dfc75.md · JSON: https://rewindex.com/api/v1/changes/i54af3b786dfc75 · Generated 2026-10-18T10:23:42.391Z