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Salesforce: Feature Service Disruption: Other Feature

Impact: minorStatus: resolvedStarted Resolved (7.1 h)10 updatesSource: status.salesforce.com (opens in new tab)

Affected components: Other Feature271 instances

Timeline of updates

  1. update

    We are investigating a feature disruption impacting a subset of customers on stack 7, where customers are experiencing issues loading images in emails and other assets. We have identified a recent change and are investigating further to determine the trigger for this issue. 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 will provide an update in 30 minutes or sooner if additional information becomes available.

  2. update

    Upon further investigation, we have determined that the change included an update to a third-party feature, which is leading to the broken images. We are actively working with the third-party service provider to resolve the issue. We will provide an update in 30 minutes or sooner if additional information becomes available.

  3. update

    The third-party service provider has encountered errors when rolling back a change. We are continuing to work actively with the provider to resolve the issue. We will provide an update in 30 minutes or sooner if additional information becomes available.

  4. update

    We are continuing to work actively with the third-party service provider to resolve the issue. We will provide an update in 30 minutes or sooner if additional information becomes available.

  5. update

    The third-party service provider is taking corrective action to resolve the issue, which is estimated to take up to 60 minutes. We will provide an update in 60 minutes or sooner if additional information becomes available.

  6. update

    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.

  7. update

    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 more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

  8. update

    Initial results are positive after the third-party service provider took corrective action to resolve the issue. Some customers are starting to see images resolve. The changes are still being rolled back, and it is estimated to take 60 to 90 minutes. We will provide an update in 90 minutes or sooner if additional information becomes available.

  9. update

    After monitoring performance and completing health checks, the team has confirmed that services have been restored as of 22:05 UTC on Stack 7, following a rollback. The rollback is still in progress for Stack 6. We will provide an update in 30 minutes or sooner if additional information becomes available.

  10. update

    After monitoring performance and completing health checks, the team has confirmed that services have been restored as of 22:46 UTC on Stack 6 and 22:05 UTC on Stack 7, following a rollback. 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.

Impact, status and times are the vendor’s own, as last archived. View on status.salesforce.com (opens in new tab). Salesforce profile · Recent Salesforce incidents · Markdown · JSON