Changes / Salesforce / Marketing Cloud Service Impacted: Marketing Cloud Core Service
Salesforce: Major incident: Marketing Cloud Service Impacted: Marketing Cloud Core Service
Summary
Summary pending. The diff below shows exactly what changed.
Major incidentLabel: outage (model (Jev), 99%)Changed Detected Source: status.salesforce.com (opens in new tab)
Incident page: full timeline of updates →
What changed
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After: Marketing Cloud Service Impacted: Marketing Cloud Core Service
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After: major
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After: resolved
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After: 2025-09-21 17:11 UTC
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After: 2025-09-22 05:28 UTC
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After: 1 instance, Marketing Cloud Core Service
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After: We are investigating a potential cause of the issue.
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After: We're still actively investigating this issue and have engaged additional teams to assist. We appreciate your patience as we work towards a resolution.
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After: The Salesforce Technology team has identified a potential trigger for the issue and is working on implementing a fix to resolve it. We don’t have an estimated time for the completion of all workstreams at this point; however, we will provide an update in 30 minutes or sooner if we have more information.
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After: The Salesforce Technology team is still working on implementing a fix that we believe will resolve the impact on customers. We'll provide an update in the next 60 minutes, or sooner if new information becomes available.
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After: The Salesforce Technology team implemented a fix they anticipated would resolve the issue. However, during mitigation efforts to restore services, they encountered a setback that prevented full recovery.
The Salesforce Technology team has since pivoted to a new recovery plan and is actively working to restore full functionality as soon as possible. We'll provide an update in the next 60 minutes, or sooner if new information becomes available.
We apologize for the ongoing disruption and thank you for your patience.
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After: The Salesforce Technology team is actively working on service restoration and exploring multiple potential resolution paths. We'll provide further updates as soon as more information becomes available. We appreciate your continued patience.
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After: After completing several remediation activities, further testing has identified a bug with a service from a third-party provider. This seems to be blocking the restoration of services to the database. We are now engaged directly with the third-party provider to troubleshoot and resolve this issue. The next update will be made once we have been able to work with this provider to identify a workaround or have a clear path to service restoration.
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After: We continue to work closely with the third-party provider to investigate the issue preventing full service restoration. The provider has identified a critical fault in the database recovery process and is reviewing diagnostic data to determine a path forward. In parallel, we are preparing alternative recovery options to minimise further delays. The configuration database is now online and ready, allowing us to proceed with syncing the replica. We are letting the final log restore finish before starting the cutover process.
The next update will be shared once we have more clarity from the provider or a confirmed plan for service restoration.
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After: The final log restoration is complete, and the database is now back online. We are performing final cleanup validation to ensure systems are stable.
We will share the next update in 30 minutes or sooner once services are confirmed to be fully operational.
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After: The cleanup activities have been successfully completed.
As of 05:28 UTC on September 22, 2025, we validated the services and confirmed they are fully operational, and the incident is declared resolved.
We apologize for how this incident may have affected you and your business.
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 Service Impacted: Marketing Cloud Core Service (this change) | Major incident |
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