# Salesforce: Mule Soft Service Disruption: Access Management

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-09-27 03:04 UTC · Resolved: 2026-09-28 10:25 UTC · Duration: 31 h
- Updates: 4 · Affected components: Access Management, 6 instances
- [Vendor status page: https://status.salesforce.com/incidents/20004454](https://status.salesforce.com/incidents/20004454)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)

## Summary

Salesforce's major Access Management outage blocked Anypoint Platform SSO logins for organizations with non-PEM IDP signing certificates following a change. It ran from 2026-09-27 03:04 UTC to 2026-09-28 10:25 UTC (31 h 21 min). A rollback restored logins across impacted regions; already logged-in users were unaffected. _(machine-written, sol)_
## Timeline of updates

- **update** 2026-09-28 09:24 UTC: We're investigating SSO login failures where customers logging in via single sign-on (SSO), specifically to Anypoint Platform, are unable to authenticate. The impact spans the platform for anyone using SSO login. We've identified a recent change that's preventing customers whose org's stored Identity Provider (IDP) signing certificate isn't formatted as Privacy-Enhanced Mail (PEM) from logging into access management. Users who are already logged in are unaffected and won't lose access or experience disruptions. We're executing a rollback to resolve the ongoing login issues. We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-09-28 09:57 UTC: We're continuing to work on a rollback to resolve the single sign-on (SSO) login issue impacting Anypoint Platform. The rollback is in progress for one of the regions and we're checking to see if this resolves the issue.  Users who are already logged in are unaffected and won't lose access or experience disruptions.  We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-09-28 10:18 UTC: The rollback in the US region is complete without any errors. The rollback is in progress for the remaining impacted regions and should be completed within 60 minutes.   Users who are already logged in, continue to remain unaffected and won't lose access or experience any disruptions.  We'll provide an update in 30 minutes or sooner if additional information becomes available.
- **update** 2026-09-28 10:33 UTC: We've completed the rollback for all impacted regions, and logins are now successful. Customers are no longer experiencing single sign-on (SSO) login failures when logging in to Anypoint Platform via SSO.  SSO logins were impacted only for customers whose org's stored Identity Provider (IDP) signing certificate isn't formatted as Privacy-Enhanced Mail (PEM) from logging into access management following a change.  We'll 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.

## Rewindex changes for this incident

- 2026-09-27 03:04 UTC: [Major incident: Mule Soft Service Disruption: Access Management](https://rewindex.com/change/i31719d03307155.md)


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Canonical: https://rewindex.com/company/salesforce/incidents/20004454 · Markdown: https://rewindex.com/company/salesforce/incidents/20004454.md · JSON: https://rewindex.com/api/v1/companies/salesforce/incidents/20004454 · Generated 2026-10-18T11:26:25.372Z