Is FinDock down?

Salesforce is currently experiencing an incident (https://status.salesforce.com/incidents/20004433). Because FinDock runs natively on the Salesforce platform, this may affect some FinDock features while the incident is ongoing. What this could mean for you: - Donation/payment pages may be temporarily inaccessible, or fail to successfully initiate a payment - Notifications may be delayed - Payment processing within Salesforce may be affected The full impact is still unclear, but it's most likely that this Salesforce incident means payments cannot be processed within Salesforce now. What we're doing: FinDock will automatically retry notifications where possible once the underlying Salesforce issue is resolved. We're closely monitoring the incident and will act as soon as Salesforce's systems are back to normal. What you can do: Please keep an eye on Salesforce's status page (https://status.salesforce.com/incidents/20004433) for the latest updates on the underlying incident.

FinDock will automatically retry notifications where possible once the underlying Salesforce issue is resolved. We're closely monitoring the incident and will act as soon as Salesforce's systems are back to normal.

Salesforce Rollout in Progress — Services Recovering Salesforce has confirmed they are rolling out a fix for the earlier incident (status.salesforce.com/incidents/20004433). The rollout is progressing region by region, and services are returning to normal in regions where it has completed. Salesforce continues to monitor the rollout and is working on a permanent fix. This also means FinDock is fully operational again. What FinDock is doing: Notifications affected during the incident have been resent, or are in the process of being resent. We will close this incident but will continue monitoring the situation closely as Salesforce completes the rollout, and will provide a further update if anything changes.

We have rolled back the previously deployed hotfix after discovering an issue that could cause processes to become stuck for a subset of customers. Our team is actively investigating the issue and working on a revised fix. We will provide another update as soon as we have more information. We apologize for the inconvenience and appreciate your patience. Previous incident: https://status.findock.com/incidents/fnl86pwphwf7

This incident has been resolved.

Some customers have seen ProcessingHub being unexpectedly disconnected with a generic “expired access/refresh token” error from Salesforce. We are actively investigating the root cause. We have contacted customers directly whom we know have been impacted. We keep on monitoring all connection and reach out if it happens to your Salesforce environment. If you notice it is disconnected, you can reconnect from FinDock Setup > Connect. The initial sync with ProcessingHub may take some time for large data volumes. We sincerely apologize for the inconvenience.

We have identified the root cause of unexpected ProcessingHub and WebHub disconnections. In scenarios where an access token does not expire (because the app connection is actively used), the refresh token remain unused over its 30-day lifespan. When the refresh token expires after 30 days, Salesforce revokes both the refresh token and the access token, causing the connections to ProcessingHub and/or WebHub to fail. For now, to prevent further disconnections, we are manually forcing access token renewals in cases where an unused refresh token is reaching its limit. A permanent solution is also in the works and will be rolled out next week.

Incident resolved. We have pushed out a hotfix that proactively rotates tokens to avoid token expirations. No action is required from customers after this change. We will continue to closely monitor app connections over the coming weeks.