We’ve successfully re-enabled Edge across our production environments. We’re now executing the final set of background operations to clean up residual configurations

Update timeline

1. identified Jun 26, 2026, 01:11 PM UTC

   Degradation Started: featurePerfDegradation

2. monitoring Jun 26, 2026, 01:29 PM UTC

   We're investigating an issue where Omnichannel agents are experiencing unexpected disconnections and reconnections, disrupting their ability to manage and receive customer interactions in real-time. We're actively investigating the issue and are still determining the scope of impact. We'll provide an update in 30 minutes or sooner, if additional information becomes available.

3. monitoring Jun 26, 2026, 01:37 PM UTC

   Investigations have highlighted that the impact radius is broader than initially understood. We have updated the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward.

4. monitoring Jun 26, 2026, 01:46 PM UTC

   Investigations indicate a recent change as the potential trigger for this issue. We're rolling back the change to see if it resolves the issue. Investigations have highlighted that the impact radius is broader than initially understood. We're updating the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward. We'll provide an update in 30 minutes or sooner, if additional information becomes available.

5. monitoring Jun 26, 2026, 01:49 PM UTC

   We have observed that the impact has increased and is now disrupted. We have amended the posting to reflect this and highlighted the approximate timings of this transition.

6. monitoring Jun 26, 2026, 01:59 PM UTC

   We're continuing to work on rolling back the change that was identified as a potential trigger. We're also working to increase capacity. Omnichannel agents continue to experience unexpected disconnections and reconnections, disrupting their ability to manage and receive customer interactions in real-time. We'll provide an update in 30 minutes or sooner, if additional information becomes available.

7. monitoring Jun 26, 2026, 02:17 PM UTC

   The scope of this issue has now increased as this has been tied to a broader issue. Customers using Salesforce Edge could‌ experience an impact. We're exploring multiple paths to resolution. The rollback of the change is currently in progress and a memory increase is underway. We've discovered a feature that's causing resource consumption and are disabling the feature to see if this helps. We'll provide an update in 30 minutes or sooner, if additional information becomes available.

8. monitoring Jun 26, 2026, 03:01 PM UTC

   This issue isn't limited to Omnichannel. Any Salesforce Core, MuleSoft, and Tableau customer relying on Salesforce Edge may be affected and may experience connection timeouts, and pages not loading. Our three paths to resolution are underway: the rollback of the change, memory increase, and disabling the feature causing resource consumption. Investigations have highlighted that the impact radius is broader than initially understood. We're updating the posting to reflect the additional instances experiencing impact, and customers in these instances will receive communications related to this incident going forward. We'll provide an update in 30 minutes or sooner, if additional information becomes available.

9. monitoring Jun 26, 2026, 03:39 PM UTC

   Our three paths to resolution continue in parallel. The memory increase is progressing across additional instances, with the initial instance now stable and serving as the model for the broader rollout. The release rollback has completed validation and we're preparing to apply it in production. We'll provide an update in 30 minutes or sooner, if additional information becomes available.

10. monitoring Jun 26, 2026, 04:10 PM UTC

    The memory increase is our primary path to restoring the service and is now being deployed across additional instances. The release rollback will also be‌ applied to production following the memory increase. We'll provide an update in 30 minutes or sooner, if additional information becomes available.

11. monitoring Jun 26, 2026, 04:38 PM UTC

    The memory increase is progressing across additional instances globally. Deployments are continuing across all remaining instances, with completion expected within the next hour. We'll provide another update upon completion of the deployment or sooner, if additional information becomes available.

12. monitoring Jun 26, 2026, 06:05 PM UTC

    The memory increase is taking longer than originally anticipated but is continuing to progress. Once the memory increase has been completed, the rollback will be initiated. We'll provide an update in 60 minutes or sooner, if additional information becomes available.

13. monitoring Jun 26, 2026, 07:03 PM UTC

    We've completed the memory increase across all production environments and are preparing for the rollback. This phase may take several hours to complete. We'll provide updates as significant developments become available.

14. monitoring Jun 26, 2026, 08:52 PM UTC

    We’ve increased memory capacity across our production environments, significantly improving performance for the majority of affected customers. We’re now actively working on the release rollback to restore services. We'll provide the next updates as significant developments become available.

15. monitoring Jun 26, 2026, 10:42 PM UTC

    We’ve completed the release rollback across our production environments and have initiated background operations to clean up residual configurations. In parallel, we're executing ‌a change to safely re-enable Edge across the affected environments where it was disabled. Customers should continue to see improved performance as this process continues to progress. We'll provide the next updates as significant developments become available.

16. monitoring Jun 26, 2026, 11:56 PM UTC

    We’ve successfully re-enabled Edge across our production environments. We’re now executing the final set of background operations to clean up residual configurations We'll provide the next updates as significant developments become available.