Search

Companies / Salesforce / incidents

Salesforce: Feature Perf Degradation: Core Service

Impact: minorStatus: resolvedStarted Resolved (17 h)12 updatesSource: status.salesforce.com (opens in new tab)

Affected components: Core Service208 instances

Timeline of updates

  1. update

    We’re investigating an issue affecting a subset of Industries Cloud customers using OmniStudio in sandbox environments. Affected customers can’t load or save changes in OmniScripts and FlexCards. Data Mappers and Integration Procedures aren't affected. We've identified a recent deployment as the likely trigger, and are evaluating whether a rollback is an appropriate action to restore service. The impact radius is broader than initially understood. We have updated this post to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward. We'll provide an update in 30 minutes or sooner if we have ‌significant update.

  2. update

    We’ve stopped the deployment to prevent further impact. While we assess the rollback, we’re checking other instances and verifying logs to understand what changes have gone in this release. Based on the findings, we’ll decide whether to proceed with a roll-back or a fix forward. We'll provide an update in 30 minutes or sooner if we have ‌ significant updates.

  3. update

    We’re reviewing logs and metrics to understand the trigger, while comparing recent release with previous releases to identify what changed. Our investigation also confirmed impact to a subset of production instances that received the release. We’ve updated this post with the affected instances, and impacted customers will receive incident communications going forward. We'll provide an update in 30 minutes or sooner if we have ‌ significant updates.

  4. update

    We’ve compared this release with previous releases but haven’t found any clear changes that explain the impact. To restore service, we’re testing a rollback on a test instance before deciding on the next step. In parallel, we’re also investigating a separate impacted sandbox instance to identify the trigger. We'll provide an update in 30 minutes or sooner if we have ‌ significant updates.

  5. update

    The rollback was successful on the test instance and restored it to the last known good version. However, we can’t roll back the full patch because it includes other critical fixes. We’re now looking at disabling a specific feature gate and rolling back only the affected change for affected customers. The analysis will take some time. We'll provide an update in 60 minutes or sooner if we have ‌ significant updates.

  6. update

    Disabling the feature gate didn’t restore service. We’re now testing a targeted rollback while taking steps to reduce risk and avoid impacting other components. We'll provide an update in 60 minutes or sooner if we have ‌ significant updates.

  7. update

    The targeted rollback is currently underway and we're analyzing whether this resolves the issue. The rollback is expected to take an hour to complete and further validation will be required following it’s completion. We'll provide an update in 90 minutes or sooner if we have‌ significant updates.

  8. update

    We've completed the targeted rollback on two testing instances, GBR40s and GBR138s. Customers on these instances are no longer affected, so we're removing them from this update. We'll post a separate Trust update for these instances so the impact times align correctly with each customer's incident history. We'll continue posting updates here for the remaining impacted instances. We'll provide an update in 90 minutes or sooner if we have significant updates.

  9. update

    We're continuing to perform the rollback across all impacted instances. We’re monitoring as the rollback progresses and we'll provide an update in 60 minutes or sooner if we have significant updates.

  10. update

    We’re continuing the rollback across impacted instances in a staggered manner to minimize the risk of additional disruption. As the rollback progresses, customers may begin to see OmniStudio functionality recover in their environments. We’ve also identified the change associated with the issue and are preparing an updated release before resuming deployments. We’ll provide another update as we make significant progress or have additional information to share.

  11. update

    We’ve completed the rollback across the impacted production and sandbox instances, restoring access to OmniScripts and FlexCards. However, some customers continue to experience errors in certain browser-based workflows when using the latest version of Chrome. We’re validating a corrected update designed to resolve the remaining issue without reintroducing the earlier impact. Once validation is complete, we’ll deploy the update to a test environment before proceeding with a broader rollout. We’ll provide another update as we make significant progress or have additional information to share.

  12. update

    Upon further investigation, we've determined that rolling back to the previous state has resolved this issue for all affected production and sandbox instances as of 17:50 UTC. OmniScripts and FlexCards are now loading and saving as expected. The issue some customers have reported when using the latest version of Chrome is unrelated and will be investigated separately. 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 actions 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