Salesforce incident
On demand sandbox ods service disruption: ODS-AP01, ODS-EU01, ODS-US01 (+3 more)
Resolved after 2 hours 26 minutes, affecting ODS-AP01 and ODS-EU01 and 1 more, on October 29, 2026.
We resolved the issue that left Commerce Cloud On-Demand Sandboxes stuck in a starting state. A new certificate was applied to all affected environments followed by cluster restart. Customers can now access and restart their sandboxes, and we've confirmed that service is restored. We apologise for how this incident affected you and your business. We will undertake a full investigation of the incident, establishing the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.
Affected components
Update timeline
- identified Oct 29, 2026, 09:31 AM UTC
Disruption Started: onDemandSandboxOdsServiceDisruption
- identified Oct 29, 2026, 10:56 AM UTC
Disruption Started: onDemandSandboxOdsServiceDisruption
- monitoring Oct 29, 2026, 11:18 AM UTC
We're aware of an issue impacting Commerce Cloud On-Demand Sandboxes in all regions. Affected sandboxes are stuck in a Starting state, and customers can't access or restart them. We've identified an expired certificate as the cause and are renewing certificates across all affected environments. Once renewal completes, we'll restart all affected sandboxes. We'll provide an update in 30 minutes or sooner if additional information becomes available.
- monitoring Oct 29, 2026, 11:19 AM UTC
We created a new certificate and this certificate is going through an automated approval process. Once approved, we'll apply it across all affected environments and restart the affected sandboxes. We'll provide an update in 30 minutes or sooner if additional information becomes available.
- monitoring Oct 29, 2026, 11:41 AM UTC
The system rejected the automated approval for the new certificate due to a missing configuration. We manually approved the request and are now reviewing it before we apply it to the affected environments. Once the review is complete, we'll restart the affected sandboxes. We'll provide an update in 30 minutes or sooner if additional information becomes available.
- resolved Oct 29, 2026, 11:57 AM UTC
Resolved: Incident Resolved
- monitoring Oct 29, 2026, 12:04 PM UTC
We're deploying the new certificate to a test environment first, then to the live production environments, and expect each stage to take approximately 30 minutes. Once the certificate is in place, we'll restart the affected sandboxes. We'll provide an update in 30 minutes or sooner if additional information becomes available.
- monitoring Oct 29, 2026, 12:38 PM UTC
We resolved the issue that left Commerce Cloud On-Demand Sandboxes stuck in a starting state. A new certificate was applied to all affected environments followed by cluster restart. Customers can now access and restart their sandboxes, and we've confirmed that service is restored. We apologise for how this incident affected you and your business. We will undertake a full investigation of the incident, establishing the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.
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