# Salesforce: Major incident: Service Disruption: Core Service

**Summary:** _summary pending_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-07-20 09:00 UTC · Detected: 2026-10-18 05:12 UTC
- [Source: https://status.salesforce.com/incidents/20004287](https://status.salesforce.com/incidents/20004287)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)
- Versions: before (none: first archived) → after incident\_version:130/20004287@282f2ac7156a
- Change 1 of 1 for this incident

Incident page (full timeline): [Service Disruption: Core Service](https://rewindex.com/company/salesforce/incidents/20004287.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
+ 2026-07-20 09:00 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-20 13:22 UTC
```

**6. Added: Affected components**

```diff
+ 1 instance, Core Service
```

**7. Added: Update** (update) · 2026-07-20 09:20 UTC

```diff
+ We're aware of an issue on USA1274S where customers are experiencing complete disruption following a scheduled maintenance activity in their sandbox environment. We're working towards restoring services as quickly as possible.  We'll provide another update in 30 minutes or sooner if additional information becomes available.
```

**8. Added: Update** (update) · 2026-07-20 09:37 UTC

```diff
+ The sandbox instance failed to return to its original site after a scheduled activity was performed. We're working towards making a configuration change to allow the maintenance activity to complete successfully. We'll provide another update in 30 minutes or sooner if additional information becomes available.
```

**9. Added: Update** (update) · 2026-07-20 10:09 UTC

```diff
+ We've identified an incorrect database configuration as the trigger for the failed scheduled maintenance activity. We're working towards a local restoration to resolve the configuration issue.  We'll provide another update in 30 minutes or sooner if additional information becomes available.
```

**10. Added: Update** (update) · 2026-07-20 10:44 UTC

```diff
+ We've removed the incorrect configuration entry and the local database restore process is now underway. The restoration is expected to take several hours, following which, the maintenance activity will be completed. We'll provide another update in 30 minutes or sooner if additional information becomes available.
```

**11. Added: Update** (update) · 2026-07-20 11:19 UTC

```diff
+ The local database restore process is underway, and we’re monitoring the progress of the restore, which is expected to take several hours to complete, following which the maintenance activity is expected to resume. We'll provide the next update when there's a significant update or new information becomes available. 
```

**12. Added: Update** (update) · 2026-07-20 12:52 UTC

```diff
+ The local database restore is complete. We're now preparing to resume and complete the maintenance activity, which is expected to take several hours to complete. We'll provide the next update when there's a significant update or new information becomes available. 
```

**13. Added: Update** (update) · 2026-07-20 13:40 UTC

```diff
+ The maintenance activity is complete, and service has been restored.  All validations are complete, and services are operating as expected. We apologize for how this incident affected you and your business. We'll undertake a full investigation of the incident, establishing the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future. 
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-20 09:00 UTC | Major incident: Service Disruption: 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/i615c72f32f4753 · Markdown: https://rewindex.com/change/i615c72f32f4753.md · JSON: https://rewindex.com/api/v1/changes/i615c72f32f4753 · Generated 2026-10-18T11:25:17.981Z