Performance Degradation

At 08:48 UTC, the CS263, CS277, USA24s, USA872s, and USA996s sandbox instances are out of impact, and customer validations have been positive. Following this confirmation, we have begun a staggered fleet-wide rollout of the fix-forward across all impacted sandbox instances.

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

We are closely monitoring the instances during this deployment and will provide further updates as significant progress is made.

We have deployed a fix to impacted sandbox instances, and validation is ongoing. As a precaution, all new deployments have been paused until we verify stability. Once validation is complete, we will roll out the fix to the remaining impacted instances.

We are closely monitoring the situation and will provide further updates as significant progress is made.

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.

We're actively working to restore full service and are making strong progress on a comprehensive fix. The patch is currently being rolled out to key verification environments, and following successful verification, we will prioritise deployment to the remaining instances.
In the interim, customers can minimise disruption by enabling Lightning Web Security or disabling affected components. We are closely monitoring the situation and will provide further updates as significant progress is made.
We appreciate your patience and apologise for the ongoing inconvenience.

We continue to investigate this issue, and we believe a rollback of the configuration change is now not possible. We are prioritizing developing a patch that will restore services, and this is our primary path to restoring services. This may take 24 hours to complete. Two workarounds have been identified that may be possible for customers to use. Firstly, customers can enable Lightning Web Security, which will bring customers out of impact. Alternatively, customers can remove or disable the problematic components from their environment if they are seeing issues. The next update will be made when we have a material change to update on, and we apologize for the inconvenience caused to our customers.

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.

Following further investigation, we have determined that rolling back the configuration change is the most effective path to resolution. We are currently preparing to perform this action.

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

After further investigation, we determined that the release included a configuration change that inadvertently impacted the managed package. We have engaged multiple teams and are assessing the viability of reverting the change.

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

We have identified a recent sandbox release as the likely trigger for this incident and are exploring multiple paths to resolution.

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

At 00:52 UTC, on September 24, 2025, we noted a performance degradation impacting multiple instances. A subset of customers with the Omni Studio “Salesforce Industries“ managed package installed may be unable to access certain features. We are actively investigating this issue.

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