# Salesforce: Feature Perf Degradation: Core Service

- Impact (vendor’s label): minor
- Status: resolved
- Started: 2026-07-23 05:18 UTC · Resolved: 2026-07-23 11:50 UTC · Duration: 6.5 h
- Updates: 5 · Affected components: Core Service, 34 instances
- [Vendor status page: https://status.salesforce.com/incidents/20004296](https://status.salesforce.com/incidents/20004296)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)

## Timeline of updates

- **update** 2026-07-23 11:36 UTC: We're aware of an issue affecting email log retrieval for customers on a subset of instances. Customers are currently unable to retrieve email logs, as requests are taking too long to complete. We became aware of this issue at 11:00 UTC; customers have reported impact as early as 07:30 UTC. There's no workaround available at this time.  We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-07-23 12:09 UTC: We're continuing to investigate an issue affecting email log retrieval for a subset of customers on impacted instances. Customers are experiencing timeout errors when attempting to retrieve email logs. We've updated the incident start time to 05:18 UTC based on the earliest identified impact.  We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-07-23 12:38 UTC: We've identified that internal automated search activity is consuming excessive resources, degrading the capacity available for this feature. We're actively working to address that activity and restore normal service.  We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-07-23 12:55 UTC: We're extending the affected instance scope to include CS316, CS319, CS320, CS321, EU53, USA1136S, USA226, USA228, USA288, USA28S, USA292, USA426, USA660S, USA770S, USA810, SWE106, SWE112, SWE18, SWE34, SWE4S, SWE8, SWE88S, SWE90S, and ITA22S. Customers on these instances may also have been unable to retrieve email logs, with requests failing with search timeouts.  There are signs that the internal automated search activity that was identified to be consuming excessive resources has subsided and impact has now ceased. We're looking into this further and we'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-07-23 13:01 UTC: We can confirm that the email log retrieval issue has been resolved. Between 05:18 UTC and 11:50 UTC on July 23, 2026, a subset of customers may have been unable to retrieve email logs, with requests failing with timeouts.  The issue self-resolved after internal automated search activity that was identified to be consuming excessive resources ceased. 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.


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Canonical: https://rewindex.com/company/salesforce/incidents/20004296 · Markdown: https://rewindex.com/company/salesforce/incidents/20004296.md · JSON: https://rewindex.com/api/v1/companies/salesforce/incidents/20004296 · Generated 2026-10-18T10:29:33.586Z