# Salesforce: On Demand Sandbox Ods Performance Degradation: B2 CCore

- Impact (vendor’s label): minor
- Status: resolved
- Started: 2025-09-09 20:55 UTC · Resolved: 2025-09-10 13:56 UTC · Duration: 17 h
- Updates: 10 · Affected components: B2 CCore, 4 instances
- [Vendor status page: https://status.salesforce.com/incidents/20003229](https://status.salesforce.com/incidents/20003229)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)

## Timeline of updates

- **update** 2025-09-10 08:58 UTC: We are investigating an issue where customers may experience slowness using On-Demand Sandboxes (ODS). We have identified connectivity issues with the Redis service and are investigating further to determine the trigger for this issue. We have engaged the relevant team to assist with the investigation. We also determined that the start time of impact is different from what we initially understood, and have now revised the start time of the Trust post. We’ll provide you with an update in 30 minutes or sooner if we have more information.
- **update** 2025-09-10 09:24 UTC: The investigation remains focused on the Redis service, where error patterns continue to be observed. We are working with the relevant teams to determine the next steps and are working to bring affected customers out of impact as quickly as possible. We’ll provide you with an update in 30 minutes or sooner if we have more information.
- **update** 2025-09-10 10:20 UTC: We are preparing to restart the Redis cluster to see if this helps resolve the ongoing issue.  We’ll provide you with an update in 30 minutes or sooner if we have more information.
- **update** 2025-09-10 10:51 UTC: The Redis cluster restart is currently in progress, and we are actively monitoring the service to see if performance improves. We’ll update you in 30 minutes or sooner if we have more information.
- **update** 2025-09-10 11:19 UTC: We have completed the Redis cluster restart; however, this did not resolve the issue. We are investigating why restarting the Redis cluster was unsuccessful and why the connection between the application and Redis continues to cause performance issues. We’ll update you in 30 minutes or sooner if we have more information.
- **update** 2025-09-10 11:47 UTC: We are exploring the options to increase the CPU limit as a workaround and continue to investigate the underlying performance issues. We’ll update you in 30 minutes or sooner if we have more information.
- **update** 2025-09-10 12:34 UTC: We continue to investigate slow performance when using On-Demand Sandboxes (ODS). A number of actions have been taken, and the focus is now on increasing the CPU limit as a workaround.  This issue is now believed to also affect customers on US01 and AP01. We have updated the trust posting to reflect this. We have identified a recent release as a potential trigger, and a rollback has been initiated. Once the rollback is complete, a restart will be initiated. If we have more information, we’ll update you in 30 minutes or sooner.
- **update** 2025-09-10 12:56 UTC: The rollback completed successfully, and as of 12:42 UTC, the issue is resolved. This issue is now believed to have also affected customers on US03. We have updated the trust posting to reflect this. We apologize for how you and your business may have been affected by this incident.
- **update** 2025-09-10 14:43 UTC: During monitoring, customers briefly experienced a trailing performance degradation, which was fully resolved following a configuration change at 13:56 UTC. After monitoring performance and completing health checks, the team has confirmed that the issue is fully resolved as of 13:56 UTC. We will 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.
- **update** 2025-09-11 14:04 UTC: Upon further investigation, the Salesforce Technology team has determined that the start time of impact is different than initially understood. We have now revised the start time of the Trust post to September 9, 2025, at 20:55 UTC to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.


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Canonical: https://rewindex.com/company/salesforce/incidents/20003229 · Markdown: https://rewindex.com/company/salesforce/incidents/20003229.md · JSON: https://rewindex.com/api/v1/companies/salesforce/incidents/20003229 · Generated 2026-10-18T10:28:51.410Z