Outage in Salesforce

Feature Disruption

Resolved Minor
July 22, 2025 - Started 1 day ago - Lasted about 4 hours

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Outage Details

There’s a Salesforce service feature disruption. During a feature disruption, end users sometimes can’t access certain aspects of the service. We’re investigating the issue and an update will be provided in 30 minutes or sooner if we have more information.
Components affected
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Latest Updates ( sorted recent to last )
UPDATE about 21 hours ago - at 07/22/2025 08:58AM

The rolling restarts on the final set of impacted Ingress Gateway servers were successfully completed at 08:54 UTC. After a brief period of monitoring, we can confirm that customers should no longer experience any impact with Agentforce Services, including Prompt Builder, Einstein Copilot, and Field Service Lightning.

We apologize for how you and your business may have been affected by this incident. Salesforce is fully committed to minimizing downtime when incidents do occur. We also continually assess and improve our tools, processes, and architecture to provide you with the best service possible.

IMPACTRADIUSINCREASE about 21 hours ago - at 07/22/2025 08:47AM

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.

UPDATE about 22 hours ago - at 07/22/2025 08:11AM

The Ingress Gateway servers were unable to fetch a renewed certificate, causing connection issues for customers. Restarting the servers is showing positive results. We are continuing to perform the rolling restart on a subset of impacted instances to ensure the new certificate is properly fetched. We are closely monitoring the progress.

Regarding customer experience, our investigations have highlighted that the affected customers may have also experienced failure when attempting to use Field Service Lightning.

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

IMPACTRADIUSINCREASE about 22 hours ago - at 07/22/2025 08:01AM

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.

IMPACTRADIUSINCREASE about 22 hours ago - at 07/22/2025 07:37AM

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.

UPDATE about 23 hours ago - at 07/22/2025 07:10AM

The rollback performed in the Test environment did not mitigate the issue, and our investigation remains ongoing. Current analysis indicates the impact may be related to API errors, with certificate fetch failures observed for specific instances.

We are actively exploring alternate resolution paths with urgency, and we will provide an update in 30 minutes or sooner as new information becomes available.

UPDATE about 23 hours ago - at 07/22/2025 06:50AM

We continue to investigate the root cause of the disruption impacting Agentforce, Prompt Builder, and Einstein Copilot. Early analysis indicates API-related errors, and the team suspects a recent release as the likely trigger. Multiple tests are underway, including a rollback on a Test environment to assess whether the issue can be mitigated.

We remain actively engaged and will provide an update in 30 minutes or sooner if additional information becomes available.

UPDATE about 24 hours ago - at 07/22/2025 06:27AM

At 02:47 UTC on July 22, 2025, we became aware of a feature disruption impacting Agentforce, Prompt Builder, and Einstein Copilot services. A subset of customers may experience errors when starting sessions or generating outputs, and some may be unable to generate summaries.
We are actively investigating and exploring multiple paths to resolution.

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

IMPACTRADIUSINCREASE about 24 hours ago - at 07/22/2025 06:18AM

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.

STARTTIMEREVISION about 24 hours ago - at 07/22/2025 06:08AM

Upon further investigation, the Salesforce Technology team has determined that the start time of impact is different than initially understood. We have now revised the start time of the Trust post to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

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