FinDock Outage History
FinDock is up right nowFinDock had 12 outages in the last 2 years totaling 1225h 55m of downtime — averaging 0.5 incidents per month.
There were 12 FinDock outages since October 9, 2024 totaling 1225h 55m of downtime. Each is summarised below — incident details, duration, and resolution information.
Salesforce Service Disruption — Potential Impact on FinDock
Affected: FinDock Core & Source packagesFile processing (ProcessingHub)(Online) Payment API / Payment Service ProvidersNotifications from Payment Service Providers (WebHub)Giving pages
Timeline · 3 updates
- investigating Sep 16, 2026, 10:01 AM UTC
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.
- monitoring Sep 16, 2026, 10:16 AM UTC
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.
- resolved Sep 16, 2026, 01:26 PM UTC
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.
ProcessingHub Disconnected
Affected: File processing (ProcessingHub)
Timeline · 2 updates
- investigating Aug 05, 2026, 12:36 PM UTC
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
- resolved Aug 10, 2026, 04:51 PM UTC
This incident has been resolved.
New Payment Schedule history export job
Timeline · 1 update
- resolved Aug 11, 2025, 12:22 PM UTC
As part of our double collection protection mechanisms rolled out in last week’s hotfixes, we introduced a new bulk data monitoring export of Field History Tracking for Payment Schedule. FinDock will use this data export for more thorough monitoring of automated payment schedule behavior which enables faster, more effective troubleshooting.
Salesforce Ongoing Incident Impacting FinDock
Affected: File processing (ProcessingHub)
Timeline · 4 updates
- investigating Jun 10, 2025, 09:12 AM UTC
Due to an ongoing incident with Salesforce Services(https://status.salesforce.com/generalmessages/10001540), some FinDock processes, particular those running on ProcessingHub, may fail or appear stuck. We are monitoring the situation closely. Currently we have not identified actions FinDock can take to help mitigate the impact.
- identified Jun 10, 2025, 03:46 PM UTC
The incident with Salesforce Services (https://status.salesforce.com/generalmessages/10001540) has seen some promising development. However, FinDock customers continue to experience disruptions, including connections issues with PSPs, blocked processes that FinDock also cannot access or resolve, processes not starting as expected, and general ProcessingHub connection instability. We are hopeful the incident will be resolved soon given the latest updates from Salesforce.
- identified Jun 11, 2025, 06:14 AM UTC
The impact of an incident with Salesforce Services (https://status.salesforce.com/generalmessages/10001540) appears to be subsiding. We are now investing if there are any actions FinDock can take to help customers recover from payment processing disruptions.
- resolved Jun 11, 2025, 09:39 AM UTC
The incident with Salesforce Services (https://status.salesforce.com/generalmessages/10001540) is now resolved. Based on our investigations, there are no further ongoing payment processing disruptions. We have identified and unblocked customers that were affected and in touch with others still needing assistance. In some cases, mandate and payment schedules that where schedules to run yesterday did not successfully start on ProcessingHub. You may want to check yesterday's schedules to ensure they ran as expected. If you still run into issues ,you can contact FinDock Support.
Potential permission errors due to Salesforce resetting permission set groups
Affected: FinDock Core & Source packagesFile processing (ProcessingHub)(Online) Payment API / Payment Service ProvidersNotifications from Payment Service Providers (WebHub)
Timeline · 3 updates
- monitoring Jan 28, 2025, 03:31 PM UTC
Orgs that use FinDock permission set groups (https://docs.findock.com/setup/permission-set-groups) may be seeing permission-related errors after the January '25 production release. NOTE: Customers that use classic permission sets are not impacted! This is related to a Salesforce issue that unfortunately was not fully resolved by Salesforce. For certain orgs, when an ISV package is installed or updated, permission set groups may be reset. This removes customizations such as permission sets added from other FinDock packages and your own changes, like a muting permission set. Please follow the steps we have outlined in this new FAQ (https://docs.findock.com/faq/why-are-findock-permission-group-changes-reset) to check and restore FinDock permission set groups.
- monitoring Jan 29, 2025, 11:37 AM UTC
To help mitigate the permission set group issue we determined we can trigging adding permission sets from activated packages to FinDock permission set groups through another Core update. This update is being pushed right now. The update does not introduce functional changes. When the update is installed, FinDock adds permission sets from packages to the groups, and the group permissions are recalculated. This update should unblock FinDock functionality, but please note that you will still need to check and potentially re-make customizations you added to FinDock permission set groups.
- resolved Jan 31, 2025, 12:24 PM UTC
Over the past few days, we have monitored the issue and restarted stalled processes that were impacted. Recently, we have not observed any further issues. Given this, we will proceed with closing the matter while continuing to work with Salesforce to ensure a resolution before our next release. If you experience any related issues, please let us know.
Images and fonts are not rendered for some GivingPages
Affected: Giving pages
Timeline · 3 updates
- identified Jan 27, 2025, 03:42 PM UTC
Some GivingPages are experiencing issues with images and fonts not rendering. Payment functionality remains unaffected, and the pages can still be used to complete transactions. FinDock has identified the issue and is working on a fix, which we intend to deploy tonight.
- resolved Jan 27, 2025, 04:27 PM UTC
A fix has been implemented and all affected GivingPages are fully operational again.
- postmortem Jan 28, 2025, 09:57 AM UTC
**Issue**: The January '25 release included an update to the Content Security Policy \(CSP\) FinDock uses on Heroku for Giving Pages content. This update introduced stricter content rules which blocked certain page content from rendering. **Solution**: The security update blocked content hosted on the Salesforce `*.documentforce.com` domain. We’ve now added this domain to the policy whitelist to allow the content on Giving Pages.
Bacs processes stalled due to error 'Undefined column: 7 ERROR: column "bacs_'
Affected: File processing (ProcessingHub)
Timeline · 4 updates
- investigating Jan 27, 2025, 09:35 AM UTC
Some UK customers that use our Bacs package are reporting an 'Undefined column" since the Jan. '25 release to production. We are actively investigating the problem and will issue a fix as soon as possible.
- identified Jan 27, 2025, 11:26 AM UTC
We have identified the problem and are now working on a fix. Once the fix is available, we will restart all blocked processes.
- resolved Jan 27, 2025, 03:31 PM UTC
This incident has been resolved. A few affected customers might now run into the "Custom Encryption Key is empty" for which updates are provided via this incident: https://status.findock.com/incidents/ft89qm2802jw
- postmortem Jan 28, 2025, 09:56 AM UTC
For some customers, Bacs Direct Debit processes stalled on ProcessingHub due to the error `Undefined column: 7 ERROR: column "bacs_"`. This was caused by a production deployment failure that resulted in certain data tables on Heroku not being updated as expected. Re-running the related deployment actions fixed the error. We are investigating the deployment job to understand the initial failure and ensure it does not happen with future production deployments.
Blocked processes due to error on ProcessingHub 'Custom encryption key is empty'
Affected: File processing (ProcessingHub)
Timeline · 7 updates
- investigating Jan 27, 2025, 09:19 AM UTC
Some customers are reporting an empty encryption key error since the Jan. '25 release to production. We are actively investigating the problem and will issue a fix as soon as possible.
- identified Jan 27, 2025, 10:27 AM UTC
We have identified the root cause and are working on a fix to unblock all blocked processes and prevent any new blocked process.
- identified Jan 27, 2025, 11:05 AM UTC
A fix is available and currently being tested. With this fix a bug is resolved that incorrectly identified the encryption status of certain orgs. Processes blocked during the incident will be retried by FinDock. No customer action is required.
- identified Jan 27, 2025, 02:03 PM UTC
We continue to work on the fix. Ongoing monitoring and testing have revealed that some unique scenarios still cause the issue, even with the fix applied. We appreciate your patience as we work towards a comprehensive solution.
- monitoring Jan 27, 2025, 04:03 PM UTC
We have implemented a fix and retried all previously blocked processes affected by the customer encryption key error. As a result, all customers have been unblocked. We will continue monitoring the issue closely for any new occurrences.
- resolved Jan 28, 2025, 09:54 AM UTC
We have not observed any new occurrences of the issue and have therefore closed the incident. The root cause of the incident was due to performance-related enhancements (https://docs.findock.com/release-notes/release-notes-november-24#general-performance-enhancements) resulted in FinDock incorrectly identifying the encryption status of certain orgs. This caused an empty encryption key error for these orgs that prevented processes from being run. This is now resolved.
- postmortem Jan 28, 2025, 09:58 AM UTC
**Issue**: Certain [performance-related enhancements](https://docs.findock.com/release-notes/release-notes-november-24#general-performance-enhancements) resulted in FinDock incorrectly identifying the encryption status of certain orgs. This caused an empty encryption key error for these orgs that prevented processes from being run. **Solution**: We identified and resolved the issue causing the error. Processes affected by the issue were automatically retried by FinDock.
Sandbox deployment issue
Affected: Sandboxes
Timeline · 2 updates
- investigating Dec 30, 2024, 06:19 PM UTC
We have temporarily disabled fd-eu-test-2 due to a deployment issue. Customers may need to reconnect their ProcessingHub connections in sandbox environments. This does not impact production environments.
- resolved Jan 07, 2025, 09:09 AM UTC
We have resolved the issue and enabled fd-eu-test-2.
Stripe notification processing delays
Affected: Notifications from Payment Service Providers (WebHub)
Timeline · 6 updates
- investigating Oct 25, 2024, 10:27 AM UTC
Inbound reports for Stripe charge.succeeded and payment_intent.succeeded notifications may remain in Pending status instead of being processed as expected. This issue does not impact collection, but updates to payment data in Salesforce are delayed. We are actively investigating this issue. Until we have a resolution, we recommend checking for inbound reports with Pending status and either manually retrying Guided Matching on individual reports or using automation to set the Start Guided Matching checkbox to true on the Pending reports. The next update can be expected on Monday, October 28th, at the latest.
- investigating Oct 28, 2024, 01:54 PM UTC
Although we haven't seen any new occurrences of this issue, we are still investigating it. A new update will be shared by Thursday, October 31st, at the latest.
- identified Oct 31, 2024, 07:02 PM UTC
We have actively worked on this issue and developed several enhancements that are currently undergoing testing. Once all tests are successfully completed, we will deploy a patch for all customers using the Stripe for FinDock package. We will share an exact date and time for this deployment as soon as possible. If no other updates are shared beforehand, we will provide an update on Monday, November 4th.
- identified Nov 04, 2024, 03:18 PM UTC
We will be deploying an update tonight containing several enhancements. All customers using the Stripe for FinDock package will receive this patch. We will continue to monitor the situation closely to ensure that the issue is resolved.
- monitoring Nov 05, 2024, 08:40 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 06, 2024, 08:34 AM UTC
We haven't observed any new occurrences of this issue and will proceed to close the incident. We will continue to monitor the situation closely to ensure it remains resolved.
Intermittent timouts on GivingPages, Paylinks and Notification Gateway
Affected: Notifications from Payment Service Providers (WebHub)Giving pages
Timeline · 2 updates
- investigating Oct 09, 2024, 04:05 PM UTC
An ongoing incident at Heroku (https://status.heroku.com/incidents/2685) is giving Intermittent timeouts on GivingPages, Paylinks and Notification Gateway. We are following the situation closely and will post updates as we learn more
- resolved Oct 09, 2024, 04:52 PM UTC
Heroku has provided an update that the incident has been resolved. The impact start time is 2024-10-09 13:06 UTC, and the end time is 2024-10-09 at 16:36 UTC.