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Salesforce: Service Disruption: Account Manager, Analytics Cloud, B2 CCore

Affected components: Account ManagerAnalytics CloudB2 CCore172 instances

Timeline of updates

1. update2025-12-05 09:45 UTC

   We are investigating an issue impacting Salesforce B2C Commerce Cloud Storefronts. The customers may experience “500 Internal Server Errors” while accessing Storefront sites. We are actively engaged and are working with our third-party provider to identify the cause and restore full functionality. We will continue to monitor the service closely and share further updates in 30 minutes or sooner if more information becomes available.

2. update2025-12-05 10:10 UTC

   At 09:12 UTC, Commerce Cloud customers started seeing signs of recovery when using Storefronts, Account Manager, and Business Manager. Our third-party vendor applied corrective changes on their end, and all impacted services have remained stable since the fix was implemented. Upon further investigation, it was determined that Tableau customers with Multi-Factor Authentication enabled were also impacted by this issue. They also experienced a service disruption and were unable to log in during the issue. We have now included Tableau customers to this Trust messaging. The start time of impact has also been revised to more accurately reflect when customers may have begun experiencing issues. We also identified that the impact was broader than initially understood, which is reflected in this update. We apologize for any disruption this may have caused and thank you for your patience while we worked to restore full service.

3. update2025-12-05 11:06 UTC

   The summary of root cause findings for the impact to Commerce Cloud during this incident is now available at this link: http://sfdc.co/W1bYQ The document will be updated to include the impact on Tableau customers and the timeline in the next 24 hours.

4. update2025-12-12 14:46 UTC

   The Root cause document: http://sfdc.co/W1bYQ is now updated to include the impact on Tableau customers

Rewindex changes for this incident

• Critical incident: Service Disruption: Account Manager, Analytics Cloud, B2 CCore 2025-12-05 08:48 UTC

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