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Salesforce: Feature Service Disruption: Live Agent

Impact: minorStatus: resolvedStarted Resolved (5.0 h)5 updatesSource: status.salesforce.com (opens in new tab)

Affected components: Live Agent51 instances

Timeline of updates

  1. update

    We’re aware of an issue impacting Salesforce Chat. Salesforce customers and end users may experience 500 internal server errors when attempting to initiate chat sessions. We’re assessing the full scope of impact, the exact start time, and investigating for a potential trigger. We’ll provide an update in 30 minutes or sooner.

  2. update

    We’ve observed database errors that may be preventing the chat sessions from initiating successfully and are investigating further. We’re also continuing to review the exact scope and timing of the impact and we’ll provide an update in 30 minutes or sooner.

  3. update

    Error analysis indicates that an underlying database supporting Chat may be experiencing constraints, and we're actively exploring multiple paths to resolve this. We’ll provide an update in 30 minutes or sooner.

  4. update

    We’re working to bring back database availability and have begun restarting application services to help alleviate the observed constraints. We’ll provide an update on restart progress in 30 minutes or sooner.

  5. update

    We identified that the database supporting the chat service had reached its storage capacity, preventing sessions from loading. To mitigate the issue, we increased the database's storage capacity. Additionally, we performed a rolling restart of the application to ensure the service returned to a healthy state. After a period of performance monitoring and comprehensive health checks, the Salesforce Chat services were fully restored at 16:00 UTC. Customers should now be able to access Salesforce Chat. We apologize for how you and your business may have been affected by this incident. We will thoroughly investigate the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.

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