# Salesforce: Major incident: Marketing Cloud Disruption: Advertising Audiences, Analytics Builder, Audience Builder +13 more

**Summary:** _summary pending_
- Kind: Major incident · Label: major (vendor)
- Changed: 2026-09-18 12:09 UTC · Detected: 2026-10-18 05:12 UTC
- [Source: https://status.salesforce.com/incidents/20004437](https://status.salesforce.com/incidents/20004437)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)
- Versions: before (none: first archived) → after incident\_version:130/20004437@10b148e64310
- Change 1 of 1 for this incident

Incident page (full timeline): [Marketing Cloud Disruption: Advertising Audiences, Analytics Builder, Audience Builder +13 more](https://rewindex.com/company/salesforce/incidents/20004437.md)
## What changed

**1. Added: Title**

```diff
+ Marketing Cloud Disruption: Advertising Audiences, Analytics Builder, Audience Builder +13 more
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-18 12:09 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-18 15:45 UTC
```

**6. Added: Affected components**

```diff
+ 1 instance, Advertising Audiences, Analytics Builder, Audience Builder, Automation Studio, Cloud Pages, Contact Builder, Content Builder, Email Studio, Journey Builder, Marketing Cloud Core Service, Marketing Cloud Login, Marketing Cloud RESTAPI, Marketing Cloud SOAPAPI, Mobile Connect, Mobile Push, Other Feature
```

**7. Added: Update** (update) · 2026-09-18 13:24 UTC

```diff
+ We're investigating an issue impacting a database supporting Marketing Cloud Engagement, and customers on the impacted database are currently unable to connect. Our investigation points to a potential file lock as the trigger. We've engaged additional support and are preparing a secondary environment in case it is needed. We'll provide an update in 30 minutes or sooner if additional information becomes available.  
```

**8. Added: Update** (update) · 2026-09-18 13:49 UTC

```diff
+ We're continuing to investigate a disruption impacting a database supporting Marketing Cloud Engagement, and affected customers remain unable to connect. We've identified that a storage-level lock is likely preventing the database from completing recovery, and our engineering teams are working to resolve it.  We'll provide an update in 30 minutes or sooner if additional information becomes available. 
```

**9. Added: Update** (update) · 2026-09-18 14:15 UTC

```diff
+ We've ruled out a storage-level file lock as a factor in the ongoing recovery issue impacting Marketing Cloud Engagement. Affected customers remain unable to connect to services on the impacted database. We've started taking the database offline and bringing it back online in an effort to complete recovery. In parallel, we're preparing a secondary database as a backup option.  We'll provide an update in 30 minutes or sooner if additional information becomes available. 
```

**10. Added: Update** (update) · 2026-09-18 14:45 UTC

```diff
+ We've performed an in-place restart of the impacted Marketing Cloud Engagement database which has moved into a recovery state. Affected customers remain unable to connect to services while recovery completes. We're monitoring progress closely. In parallel, we're preparing a secondary database as a backup option. We'll provide an update in 30 minutes or sooner if additional information becomes available. 
```

**11. Added: Update** (update) · 2026-09-18 15:16 UTC

```diff
+ Affected customers remain unable to connect to the Marketing Cloud Engagement database affected by this incident. We're now evaluating whether to continue recovery efforts on this database or move forward to our secondary database, which is fully prepared. We'll provide an update in 30 minutes or sooner if additional information becomes available.  
```

**12. Added: Update** (update) · 2026-09-18 15:55 UTC

```diff
+ We continue to work on restoring the Marketing Cloud Engagement database. A replacement of a failed component on the storage array has been planned, and is expected to take a few hours. The replacement will run parallel to our recovery work without affecting it. We'll provide an update in 30 minutes or sooner if additional information becomes available.  
```

**13. Added: Update** (update) · 2026-09-18 16:22 UTC

```diff
+ The Marketing Cloud Engagement database disruption is now resolved. We completed a failover to a secondary database, and services have returned to normal operation. Customers can now connect and use affected services as usual.  We apologize for how this incident affected you and your business. We will 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 |
| --- | --- | --- |
| 2026-09-18 12:09 UTC | Major incident: Marketing Cloud Disruption: Advertising Audiences, Analytics Builder, Audience Builder +13 more (this change) | major |

All Salesforce changes: [timeline](https://rewindex.com/company/salesforce/changes.md)
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