Feature Degradation

Following further investigation it has been determined that a subset of customers are still affected by the issue. These customers are experiencing email inbound and outbound processing delays. The Salesforce Technology team is continuing their investigation.

We’ll provide another update in 4 hours or sooner if additional information becomes available.

Monitoring by the Salesforce Technology team is ongoing. The service is operating at normal performance levels for the majority of customers. Validation is underway to determine if any customers are still experiencing this issue.

We’ll provide another update in 4 hours or sooner if additional information becomes available.

The proactive monitoring of email delivery services continues and the platform looks stable since the last configuration changes. We will continue monitoring for a period of time out of an abundance of caution.

We’ll provide another update in 2 hours or sooner if additional information becomes available.

The Salesforce Technology team continues to work with our third-party vendor to restore email services to affected customers across the EMEA region. The team is confident the impact arises from email services supported by the FRA (Frankfurt) data center. Proactive configuration changes have been made and monitoring shows that the platform is stable, with services operating to usual performance levels. However, the particular region is outside of peak business hours, so this issue may arise once customers in that region come online. Additional configuration changes can be made, should issues reoccur. Our team will continue to monitor performance and work with our third-party vendor.

We’ll provide another update by 09:30 UTC (March 13), or sooner if additional information becomes available.

The third-party vendor has shared a configuration change that may improve email deliverability success rate. The Salesforce Technology team will test this change and continue working with the third-party vendor to fully mitigate the issue.

We’ll provide another update in 2 hours or sooner if additional information becomes available.

Both inbound and outbound email deliveries are continuing to process with a high success rate. We are continuing to work closely with the third-party vendor to pinpoint the trigger of the issue and explore ways of preventing further issues.

We’ll provide another update in 2 hours or sooner if additional information becomes available.

In working with our third-party vendor, we've made some adjustments that have improved the success rate of both inbound and outbound email delivery. Our team is actively working to identify the trigger of this issue and additional remedies as necessary.

We’ll provide another update in 2 hours or sooner if additional information becomes available.

The Technology team initiated a restart to address the issue, but unfortunately, the problem persists. Additionally, it has been identified that customers in the France datacenter and those who previously utilized email delivery services in the France datacenter may also experience the impact. Our team is working to pinpoint the trigger of the issue and is striving to restore services as quickly as possible.

We’ll provide an update in 3 hours or sooner if additional information becomes available.

The Technology team is working with the third-party vendor to determine the trigger for this issue. It has been confirmed that this is not a networking issue. The team is investigating the underlying cause and is prioritizing bringing customers out of impact.

We’ll provide an update in 3 hours or sooner if additional information becomes available.

The Salesforce Technology team is continuing their investigation and is reviewing relevant error logs. They are examining if this is related to a network issue. Investigations are running in parallel with a third-party vendor.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

Upon further investigation, the Salesforce Technology team has determined that the start time is different than initially understood. We have revised the start time to more accurately reflect the time customers may have begun to experience impact. It has also been determined that this issue is not a feature disruption but instead a feature degradation.

The Salesforce Technology team has engaged additional teams to assist in the investigation. Connection errors are being observed, which is impacting inbound and outbound emails.

Some customers are reporting signs of improvement however email processing is still delayed.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

At 09:45 UTC on March 12, 2024, the Salesforce Technology team became aware of an issue impacting emails sent and received via Salesforce Core. A subset of users are experiencing 500 errors when trying to send and receive emails. Outbound emails may not be processed and need to be sent again. Inbound emails will be queued and processed when the issue is resolved.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.