Service Disruption

After monitoring performance and completing health checks, we have confirmed that service has been restored for DB51050, DB51169, DB51173, DB51176, DB51177, DB51182, DB51193, DB51199, DB51202, DB51204, DB51205, DB51211, DB51214, DB51221, DB51222, DB51227, DB51503, DB51505, and DB51506 as of 15:38 UTC.

We are continuing to work to restore service on DB51198, DB51201, DB51207, DB51210, DB51213, DB51216, DB51219, DB51225, and DB51228 as quickly as possible.

We’ll provide an update when additional information becomes available.

The metadata recovery was completed at 12:41 UTC. The Technology team is performing post-recovery checks and consequently, bringing the databases online. This activity is expected to take a few hours.

We’ll provide an update when additional information becomes available.

The third-party hardware vendor has replaced the faulty hardware. A database online fail-over was performed, and engineers have confirmed that two databases (DB51050 and DB51193) are back in service. The third-party vendor team has initiated the process of metadata recovery for the remaining 26 databases. This is expected to take several hours. There is no risk of data misplacement at this point.

We’ll provide an update when the metadata recovery is completed or sooner if additional information becomes available.

The Salesforce Technology team is engaged directly with the third-party hardware vendor to assist with service restoration. Due to the complex nature of the issue, the team has revised the recovery plan. The previously estimated time frame has been extended and may take several hours to complete.

We apologize for any disruption to your Salesforce services. We’ll provide an update as soon as any additional information becomes available.

The Salesforce Technology team is engaged directly with the third-party hardware vendor to assist with the restoration of services. The third-party hardware vendor estimates this may take 4-5 hours to fully restore. Additionally, the Salesforce Technology team continues remote efforts to support the restoration of services.

We apologize for any disruption to your Salesforce services. We’ll provide an update as soon as any additional information becomes available.

At 21:40 UTC on January 22, 2025, the Salesforce Technology team became aware of a service disruption that may be preventing customers from accessing Salesforce services. End users may experience 5xx errors and may be unable to authenticate through Salesforce Help to create support cases. We have identified the trigger for this issue as being a hardware failure in a service array and are working with our third-party service provider to replace the faulty hardware and restore services as quickly as possible.

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