Performance Degradation

We are working to isolate the partition that has been identified as causing this issue. Once the change is ready for deployment this will be rolled out, and we expect this to bring customers out of impact with services restored. We cannot confirm an ETA for completion of this deployment at this time, and apologize to users for the continued disruption to the document generation function.

We will provide an update as soon as we can clarify the ETA for deployment, or if additional information becomes available.

We are actively pursuing two separate paths to resolution for this issue, and both continue to progress. Once either path is ready to deploy, we will need to undertake rolling restarts which may have some limited continued impact on our users document generation capability. We have no ETA for when service will be fully restored at this time, however, we have a thorough understanding of the cause.

We will provide an update in 60 minutes, or sooner if additional information becomes available.

Through our investigation, we have identified a specific data pattern that triggers service instability. We are currently implementing a remediation plan to optimize service processing and bypass the identified trigger. This action requires a brief, coordinated restart of service components, during which customers may continue to experience intermittent failures or timeouts when generating documents.

We will provide an update in 60 minutes, or sooner if additional information becomes available.

The team has identified a technical trigger involving specific data processing patterns that exceed current service limits, leading to intermittent service restarts. To mitigate this, we have implemented an increase in service memory across the impacted environment to improve processing stability. Additionally, we are working with internal messaging service teams to isolate the specific requests contributing to the disruption and are preparing a software patch to prevent these patterns from impacting service availability.

We will provide an update in 60 minutes, or sooner if additional information becomes available.

We continue to investigate the issue impacting a subset of instances.

The teams exploring multiple mitigation paths and is currently in the process of scaling service resources and performing a rolling restart of the impacted components. These actions are being taken as a measure to improve service stability while the investigation into the underlying technical trigger continues. Additionally, we are analyzing data processing patterns to identify any further contributing factors.

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

At 10:47 UTC on February 23, 2026, we began investigating a document generation performance degradation impacting a subset of customers. As a result, users may experience intermittent failures or delays when attempting to generate documents, such as PDFs, docx file generation, or Power Point files. Some customers have reported success with reloading the screen to work around the issue.

We are currently investigating a technical trigger potentially related to service connectivity within the impacted environment. We are exploring multiple paths to resolution, including resource optimization and service restarts.

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

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.