Feature Degradation

The network team identified that new connections are still being routed to the disabled Load balancer. The team has performed a rolling restart on one of the impacted instances to release the cached routing and is seeing positive results. The team closely monitored the situation for a period of time and confirmed that the errors were resolved on that particular instance. The team will proceed with rolling restarts for the rest of the impacted instances in batches and this activity will take a couple of hours. Due to the rolling restarts of the impacted instances, customers may experience performance degradation while accessing their service.

We’ll provide an update in 120 minutes or sooner if additional information becomes available.

The team confirms that the authentication microservice is healthy. The network team is analyzing network logs, and the investigation is ongoing.

We’ll provide an update in 120 minutes or sooner if additional information becomes available.

The Technology team has observed errors related to the authentication microservice and is investigating further. We have identified additional instances experiencing intermittent impact and updated our Trust post accordingly. We'll provide further updates as soon as more information becomes available throughout this extended investigation phase.

We’ll provide an update in 120 minutes or sooner if additional information becomes available.

The Technology team continues to isolate the issue. Additional resources have joined the investigation to support multiple swimlanes and restore services to customers as quickly as possible.

We’ll provide an update in 120 minutes or sooner if additional information becomes available.

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.

The Salesforce Technology team's focus remains on triaging and exploring multiple potential resolution paths. Due to the nature of the incident, this process may take some time to complete.

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

The users may experience intermittent failures during chat sessions. Intermittently, the chats end mid-session and result in an error message, or the chat gets transferred to a human agent.

The Technology team is exploring multiple paths to isolate the underlying cause of the issue and identify a fix to restore the services. We are reviewing additional error logs and diagnostic information.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

During investigations, we established that the level of impact differs from what was initially understood. We have updated the incident posting to accurately reflect the current impact symptoms. This is now classified as a feature degradation.

At 03:43 UTC, on December 23, 2024, The Salesforce Technology team noted a service disruption impacting Einstein bots. The customers may experience intermittent failures during chat operations. The chats end mid-session, and users are redirected to an error message.

The team continues to investigate the issue and analyze data to determine the best path to resolution.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

We’re investigating the cause of the issue. We will provide an update in 30 minutes or sooner if we have more information.