The rollback of the recent change is complete, however, an additional action to clear the org cache is required to bring customers out of impact. We're manually taking this step for all orgs on the im

Update timeline

1. identified Apr 30, 2026, 07:56 AM UTC

   Degradation Started: featureServiceDisruption

2. monitoring Apr 30, 2026, 08:22 AM UTC

   We are investigating an issue affecting a subset of Industry Cloud customers using Vlocity Crisis Management Team (CMT) package features in sandbox environments who are unable to access those features and an error prompting them to contact an administrator. A recent managed package release is identified to be a potential trigger, and we’ve initiated a rollback on a test instance to validate whether this resolves the issue. That rollback is currently in progress. We will provide an update in 30 minutes or sooner if new information becomes available.

3. monitoring Apr 30, 2026, 08:40 AM UTC

   Further investigation shows the impact began earlier than initially understood. We have updated the Trust post to reflect the revised start time. We also identified a broader impact scope and updated the post to include additional impacted instances. Customers in these instances will receive ongoing communications for this incident. We will provide an update in 30 minutes or sooner if new information becomes available.

4. monitoring Apr 30, 2026, 08:58 AM UTC

   The rollback didn't fix the issue. We’ve identified ‌a package licensing check is returning a false result. Investigations into the licensing and package issue are underway. We'll provide an update in 60 minutes or sooner if additional information becomes available.

5. monitoring Apr 30, 2026, 09:45 AM UTC

   We identified a broader impact scope than initially understood. We've updated the post to include the additional affected instances, and customers in those instances will receive ongoing incident communications.

6. monitoring Apr 30, 2026, 10:41 AM UTC

   We identified a licensing validation issue where the system incorrectly marks valid sandbox licenses as unlicensed, blocking access to these features. The affected check continues to return incorrect results in impacted environments while functioning correctly in healthy ones. Additional investigations have determined that the issue is also impacting Vlocity Communications, Media, and Energy (CME) and Insurance managed package features in sandbox environments. We’re analyzing the underlying service behavior and JAVA code path to determine the cause and to identify and revert any backend changes contributing to this situation. We'll provide an update in 60 minutes or sooner if additional information becomes available.

7. monitoring Apr 30, 2026, 10:41 AM UTC

   We identified a licensing validation issue where the system incorrectly marks valid sandbox licenses as unlicensed, blocking access to these features. The affected check continues to return incorrect results in impacted environments while functioning correctly in healthy ones. Additional investigations have determined that the issue is also impacting Vlocity Communications, Media, and Energy (CME) and Insurance managed package features in sandbox environments. We’re analyzing the underlying service behavior and JAVA code path to determine the cause and to identify and revert any backend changes contributing to this situation. We'll provide an update in 60 minutes or sooner if additional information becomes available.

8. monitoring Apr 30, 2026, 11:09 AM UTC

   The licensing validation issue, that was determined as the trigger of the issue, has been confirmed to be a result of a recent change. The team which implemented the change is being engaged and will revert the change on a test instance to establish whether this resolves the issue. We'll provide an update in 60 minutes or sooner if additional information becomes available.

9. monitoring Apr 30, 2026, 12:12 PM UTC

   We began reverting the recent change, which resulted in ‌the licensing validation issue, at 11:31 UTC. Upon further investigation, we've identified additionally impacted instances and have added them to this messaging. We’ve also determined that the instance, CAN44, was incorrectly identified as affected by this issue. We'll now remove this instance as Industry Cloud customers on this instance, using this specific feature didn’t experience impact. Impacted instances will continue to be updated. We apologize for any inconvenience caused. We'll provide an update in 60 minutes or sooner if additional information becomes available.

10. monitoring Apr 30, 2026, 01:12 PM UTC

    The rollback of the recent change is complete, however, an additional action to clear the org cache is required to bring customers out of impact. We're manually taking this step for all orgs on the impacted instances. This is expected to take some time to complete. The next update will be upon significant update.