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Salesforce: Feature Service Disruption: Customer360 Audiences, Analytics

Affected components: AnalyticsCustomer360 Audiences133 instances

Timeline of updates

1. update2026-10-04 13:31 UTC

   At 11:15 UTC on October 4, 2026, a feature disruption began impacting CRM Analytics in the production environment. As a result, customers in the affected environment are unable to use CRM Analytics, and their CRM Analytics jobs are failing. We are investigating the issue and analyzing data to determine the best path to resolution. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2026-10-04 14:01 UTC

   We have identified an issue related to high memory utilization due to an underlying service. We are exploring multiple paths to isolate the underlying cause of the issue and implement a fix to restore the services. We are reviewing the error logs and diagnostic information. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

3. update2026-10-04 14:30 UTC

   We remain engaged and will continue to determine the best path to resolution. We’ll provide an update in 60 minutes or sooner if additional information becomes available.

4. update2026-10-04 15:22 UTC

   We have identified a potential trigger of the issue and are reviewing additional logs. In parallel, we are working on allocating additional resources to accommodate for increased memory utilization as an interim fix. We’ll provide an update in 60 minutes or sooner if additional information becomes available.

5. update2026-10-04 16:45 UTC

   We're continuing to work on restoring service for CRM Analytics customers on the affected instances. Our investigation found that a supporting service used during startup is slow to respond. We've applied configuration changes and are raising a request limit on that service. We'll provide the next update once additional information becomes available.

6. update2026-10-04 18:09 UTC

   We continue to work on mitigation to restore service for CRM Analytics customers. Some customers may still see failures or delays when running recipes. We'll provide an update once additional information becomes available.

7. update2026-10-04 20:06 UTC

   We continue to work on mitigation to restore service for CRM Analytics customers. Some customers may still see failures or delays when running recipes. We're working with other teams to identify the source of the increased load. We'll provide an update after additional information becomes available.

8. update2026-10-04 22:23 UTC

   We continue to work on mitigation to restore service for CRM Analytics customers. We're taking steps to reduce the load on the affected service. Some customers may still see failures or delays. We'll provide an update after additional information becomes available.

9. update2026-10-04 22:36 UTC

   We've identified that Data Cloud customers are also affected. Some Data Cloud ingestion and segmentation tasks may fail or be delayed, in addition to CRM Analytics recipe runs. We continue to work on mitigation to restore service for both. We'll provide an update once additional information becomes available.

10. update2026-10-05 00:16 UTC

    Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward.

11. update2026-10-05 00:34 UTC

    We've completed the recovery steps on the affected internal services. CRM Analytics recipe runs are starting to succeed, and we're monitoring to confirm full recovery. Additionally, we're working to restore Data 360 segmentation tasks. We’ll provide an update as additional information becomes available.

12. update2026-10-05 00:57 UTC

    We increased capacity on the affected internal services and restarted them, which restored normal operation at 00:25 UTC on October 5, 2026. CRM Analytics recipe runs and Data 360 segmentation tasks are running successfully, and we resolved the issue. Customers may need to run any tasks that failed or were delayed during the disruption. We apologize for how your and your business may have been affected by this incident.

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