Service disruption: USA1230

Update timeline

1. identified Oct 29, 2026, 10:47 PM UTC

   Disruption Started: serviceDisruption

2. identified Oct 30, 2026, 09:14 PM UTC

   Disruption Started: serviceDisruption

3. monitoring Oct 30, 2026, 09:29 PM UTC

   We're investigating an issue affecting connectivity between some Salesforce environments and Long-Term File Storage. Customers may experience delays or intermittent failures when accessing files, and org migrations are being impacted. Our teams are actively investigating and working to restore normal connectivity. We'll provide an update in 30 minutes or sooner if additional information becomes available.

4. monitoring Oct 30, 2026, 09:54 PM UTC

   Engineering has identified a likely network configuration issue involving a recently added traffic-routing path. Some requests using this path are timing out when connecting to supporting services. Teams are evaluating two mitigation options: removing the new routing path or completing the required network permissions so traffic can flow successfully. As a precaution, planned migration activity involving the affected instance has been paused while mitigation is in progress. We'll provide an update in 30 minutes or sooner if additional information becomes available.

5. monitoring Oct 30, 2026, 10:22 PM UTC

   Engineering identified a network-routing issue involving a recently added proxy path. Traffic sent through this path is intermittently failing because the required network permissions were not in place before traffic was enabled. Teams are preparing to remove the affected path from service so traffic uses the existing healthy route. Access to the cloud management console is currently unavailable, and Salesforce is engaging the cloud provider to restore access and proceed with the mitigation. Planned migration activity involving the affected instance remains paused as a precaution. We'll provide an update in 60 minutes or sooner if additional information becomes available.

6. monitoring Oct 30, 2026, 10:58 PM UTC

   We’ve confirmed that some traffic is being routed through a newly added network path before its addresses are authorized by dependent services. Requests using this path may time out or fail intermittently. Teams are working with our third-party service provider and internal access teams to restore administrative console access needed for mitigation. Once access is available, Engineering plans to remove the affected route in a test environment, validate that connectivity recovers, and then apply the change to production. Alternative mitigations include potentially disabling the new proxy cluster or completing the required network permissions. We'll provide an update in 60 minutes or sooner if additional information becomes available.

7. monitoring Oct 30, 2026, 10:58 PM UTC

   We've successfully applied a routing change in a test environment to remove the affected network path, and confirmed it did not disrupt connectivity. Teams are now gaining access to the production environment to apply the same change. We're also working to resolve a sign-in issue that is limiting internal access to the cloud management console needed for mitigation. We'll provide our next update upon a significant development.

8. resolved Oct 31, 2026, 03:53 AM UTC

   Resolved: Incident Resolved

9. monitoring Oct 31, 2026, 06:41 AM UTC

   We have successfully validated and tested the fix. Initial reports indicate positive results, and services have returned to normal operating levels for the verification instances. We apologise for how you and your business may have been affected by this incident.