Tenfold Outage History

Started Jul 23, 2026, 10:24 PM UTC· resolved Jul 27, 2026, 12:55 PM UTC

1. investigating Jul 23, 2026, 10:24 PM UTC

   Service Advisory: CRM Integration Issues Status: Active Investigation Impacted Feature: Company Settings $\rightarrow$ CRM Tab What’s Happening: We are currently tracking an issue affecting multiple accounts where users are encountering the following error message when attempting to access or authenticate their CRM settings: invalid_grant - expired access/refresh token What We Are Doing: Our engineering team is actively investigating the root cause behind these token expirations. We are prioritizing a resolution to restore seamless connectivity as quickly as possible. Action Required: At this time, no action is required on your end. We recommend holding off on repeated re-authentications of your CRM integration until we have resolved the underlying issue. Next Update: We will provide another update as soon as we have more details, or within [e.g., 30–60 minutes]. Thank you for your patience.

2. investigating Jul 23, 2026, 10:43 PM UTC

   We are continuing to investigate this issue.

3. investigating Jul 23, 2026, 11:00 PM UTC

   We are continuing to investigate this issue.

4. investigating Jul 24, 2026, 02:01 AM UTC

   We are actively working with Salesforce Support Engineering to resolve the issue. Initial investigations point to an anomaly during the authentication handshake between the systems. Our team has completed an initial joint troubleshooting session with Salesforce to isolate the root cause. Their engineering team is currently analyzing the findings, and we are awaiting their confirmation on the next steps and remediation plan. We will provide another update as soon as new information is available.

5. identified Jul 24, 2026, 03:53 PM UTC

   Salesforce Integration Connection Failure (OAuth / PKCE Error) Identified - We have identified the root cause of the connection errors impacting the Salesforce integration popup. A recent update to Salesforce security policies requires Proof Key for Code Exchange (PKCE) parameters during the OAuth authentication flow. As a result, connection handshakes are currently being rejected by Salesforce, preventing call logging, screen pops, and record updates within the integration. Next Steps: Our engineering team is actively making the required codebase updates to support PKCE authentication. We are in active communication with Salesforce to request a temporary exception while the update is finalized and tested. ETA & Further Updates: We are currently completing internal testing and preparing the release for deployment. We apologize for the disruption and appreciate your patience as we work to restore full service as quickly as possible.

6. identified Jul 24, 2026, 11:14 PM UTC

   In Progress - Our engineering team is actively working on applying the necessary codebase updates to support Salesforce’s PKCE authentication requirements. Current Status: Development Status: Engineering is actively implementing the required code changes across our application logic. Public Impact: Call logging, screen pops, and record updates within the integration remain impacted until the updated release is deployed. Next Steps & Timeline: Once development is finalized, the release will move into validation before being scheduled for deployment. A rollout timeline will be shared as soon as code implementation is complete. We appreciate your patience and will share another update as soon as code changes are finalized.

7. identified Jul 26, 2026, 07:49 PM UTC

   Update Message In Progress - Our team has continued working directly with Salesforce engineering through the weekend to address the connection issue. Current Status: Progress: Joint efforts with Salesforce engineering are bringing us closer to a resolution. Next Steps: We are currently finalizing the remaining moving pieces needed to restore full functionality and are preparing the final rollout steps. Public Impact: Call logging, screen pops, and record updates within the integration remain impacted until the final resolution is deployed. We are working to resolve this as soon as possible and will provide our next update once the deployment steps are finalized. Thank you for your continued patience.

8. identified Jul 27, 2026, 03:45 AM UTC

   Update Message In Progress - Following up on our previous update, our engineering team and Salesforce support have identified the next blocker in the authentication pipeline regarding IP restrictions. Current Status: Active Focus: While working on the Connected App configurations, we identified that IP restriction enforcement and allowlisting policy checks are blocking the OAuth refresh handshakes from completing. Vendor Engagement: We are actively coordinating with Salesforce support and security engineers to review and align the IP allowlist requirements for our integration infrastructure. Next Steps: Once the IP restriction rules and Connected App policies are updated and verified by Salesforce, our team will run full reconnection testing. Public Impact: Call logging, screen pops, and record updates within the integration remain impacted during this step. We are actively working to clear this IP restriction blocker and will share another update as soon as testing progresses. Thank you for your continued patience.

9. resolved Jul 27, 2026, 12:55 PM UTC

   Resolved - Working alongside our external partners and Salesforce engineering, we have successfully implemented necessary configuration changes and confirmed that core system functionality has been restored. Service Status: Current State: Call logging, screen pops, and record updates within the integration are now fully operational. Temporary Workaround Note: This is a temporary workaround as we finalize long-term code-level updates to fully align with recent security policy changes enforced by Salesforce. Root Cause & Salesforce Security Mandates: This incident was triggered by two mandatory Salesforce security policy enforcements: PKCE (Proof Key for Code Exchange) Requirement: Mandatory OAuth security parameters that must be generated during authentication. Permanent code implementation for this is currently in development. Enforce Refresh Token IP Allowlisting: Salesforce policy updates for IP allowlists for Connected Apps/External Client Apps (ECAs). What You Need to Do: If your integration does not automatically reconnect, please log out of the Tenfold application and re-authenticate. If you or your agents continue to experience issues, please reach out directly to our Customer Care team for assistance. We appreciate your patience throughout this process as we worked with Salesforce to implement these platform updates.

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Started Mar 18, 2026, 04:30 PM UTC· resolved Mar 20, 2026, 08:47 PM UTC

1. investigating Mar 18, 2026, 04:30 PM UTC

   Severity: Partial Outage Initial Description We are currently investigating reports that users are unable to log in to the Tenfold Chrome Extension or Dashboard via Single Sign-On (SSO) after updating to Google Chrome v146.0.7680.7x. Affected users may experience infinite login loops, "Session Expired" messages immediately after authenticating, or a blank screen within the SSO pop-up window. Recommended Workarounds: While our engineering team works on a permanent fix, please try the following steps to restore access: Incognito Mode: Attempt to log in using an Incognito window. If this works, clearing your browser cache and cookies for "All Time" may resolve the issue in your standard profile. Third-Party Cookie Settings: Ensure that [*.]tenfold.com is explicitly added to your "Allowed to use third-party cookies" list in chrome://settings/cookies. Alternative Browser: Use Microsoft Edge or Safari as a temporary workaround, as these browsers have not yet enforced the same storage partitioning restrictions. Rollback (Admins only): Enterprise admins may consider pinning Chrome to v145 via Google Admin Policy until the compatibility patch is released.

2. investigating Mar 20, 2026, 12:28 AM UTC

   Status: Monitoring / Investigating Latest Update: 03/19/26 Current Status Our engineering team continues to investigate reports of authentication and login issues affecting the Tenfold Chrome Extension and the embedded application following the recent Google Chrome v146 update. We have identified the core behavior causing these disruptions and are currently developing a compatibility fix. While we are making steady progress, additional testing is required to ensure a stable rollout across all environments. Timeline Our team is working toward implementing a resolution tomorrow, pending the results of our final troubleshooting and validation phases. Next Steps Active Testing: We are currently validating the fix against multiple configurations to prevent any secondary service disruptions. Next Update: We will provide another status update by [Insert Time] or as soon as new information becomes available. We appreciate your patience as we work to restore full service.

3. identified Mar 20, 2026, 12:30 AM UTC

   Status: Monitoring / Investigating Latest Update: 03/19/26 Current Status Our engineering team continues to investigate reports of authentication and login issues affecting the Tenfold Chrome Extension and the embedded application following the recent Google Chrome v146 update. We have identified the core behavior causing these disruptions and are currently developing a compatibility fix. While we are making steady progress, additional testing is required to ensure a stable rollout across all environments. Timeline Our team is working toward implementing a resolution tomorrow, pending the results of our final troubleshooting and validation phases. Next Steps Active Testing: We are currently validating the fix against multiple configurations to prevent any secondary service disruptions. Next Update: We will provide another status update as soon as new information becomes available. We appreciate your patience as we work to restore full service.

4. monitoring Mar 20, 2026, 03:53 PM UTC

   Status Page Update: Resolution Implementation in Progress Status: Monitoring / Investigating Latest Update: 08:52 PST Current Progress Our engineering team has finalized a resolution for the SSO login issues occurring on Chrome v146. We have moved into the deployment and verification phase of the fix. Deployment Timeline We are currently rolling out the updated build to our production environment. We anticipate this process will take approximately 1–2 hours to complete. This window allows our team to: Deploy the updated authentication configurations. Verify the fix across multiple Identity Providers (IdPs) via a final QA sanity check. Monitor initial login success rates as the update propagates. Next Steps No action is required from users at this time. We will provide a final "Resolved" update as soon as our verification is complete and we have confirmed that login services are fully restored.

5. resolved Mar 20, 2026, 08:47 PM UTC

   Based on the release notes for Tenfold UI v5.35.0, here is the updated incident description for your Status.io page. This update transitions the incident from "Investigating/Identified" to "Resolved" and provides the necessary links for users to update their systems. Update: SSO Authentication Issues Resolved (v5.35.0) Status: Resolved Resolution Date: March 20, 2026 Summary We have released Tenfold UI v5.35.0, which fully resolves the SSO login issues experienced on Chrome v146. This update implements Partitioned Storage (CHIPS) and updated cookie handling to align with the new Chromium security standards. Action Required To restore service, users must update to the latest version of the Tenfold Desktop App or Chrome Extension. Chrome Extension: Most users will receive the update automatically. To force an update, go to chrome://extensions, enable "Developer mode," and click Update. Version Release Link: https://community.liveperson.com/kb/articles/2298-tenfold-ui-v5-35-0-release-notes Thank you for your patience and understanding during this time.

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Started Aug 12, 2025, 02:56 PM UTC· resolved Aug 12, 2025, 03:49 PM UTC

1. identified Aug 12, 2025, 02:56 PM UTC

   We have identified an issue where some users are unable to access the Tenfold Dashboard, and that some calls are not being recorded. We are actively working on resolving the issue.

2. monitoring Aug 12, 2025, 02:57 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Aug 12, 2025, 03:35 PM UTC

   We are seeing recovery, but are still actively investigating the root cause.

4. resolved Aug 12, 2025, 03:49 PM UTC

   This incident has been resolved.

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Started Mar 27, 2025, 04:56 PM UTC· resolved Mar 27, 2025, 08:18 PM UTC

1. identified Mar 27, 2025, 04:56 PM UTC

   Summary: Following our early morning Tenfold Unplanned Security Update—v5.30.1 Release, https://status.tenfold.com/incidents/4y87xksbfyfz, some Tenfold customers are experiencing Single Sign-On (SSO) login issues. The most common error occurs after entering the SSO Organization or domain name in the Corporate Login tab of dashboard.tenfold.com, the UI, or the Chrome Extension. Users may see an "Invalid Signature" error, preventing them from logging in. Who is Affected? Some SSO customers using Tenfold have Identity Providers that do not validate SAML request signatures, resulting in unsigned signatures. How do you fix it? The impacted Identity Provider (IDP) currently appears to be Ping Identity. To resolve this, work with your IDP Admin to update the settings: Ping Identity Configuration: In PingFederate, navigate to Identity Provider → Protocol Settings → Signature Policy set Always Sign Assertion and Sign Response As Required to true are required. https://docs.pingidentity.com/pingfederate/latest/administrators_reference_guide/help_spprotocolsettingstasklet_spsignaturepolicystate.html Microsoft Active Directory Federation Service (ADFS): https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/howto-enforce-signed-saml-authentication If you're using a different IDP and experiencing issues, please contact our Customer Care team through either of the following channels: Phone: +1-512-770-9100 Via Case: https://community.liveperson.com/kb/articles/1533-tenfold-voicebase-support

2. identified Mar 27, 2025, 05:27 PM UTC

   Since we cannot determine whether customers' Identity Providers (IDPs) validate SAML signatures, our teams have proactively contacted all customers using Single Sign-On (SSO) with a SAML certificate. While the issue has primarily affected Ping Identity customers, we have also identified potential impacts on Microsoft Active Directory Federation Service (ADFS) customers, who may need to enforce signing SAML authentication requests. To enforce SAML request signing in ADFS, follow Microsoft's guide: 🔗 Microsoft Documentation: https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/howto-enforce-signed-saml-authentication If these solutions do not resolve the issue with your IDP, please contact our Customer Care team: 📞 Phone: +1-512-770-9100 🔗 Support Case: https://community.liveperson.com/kb/articles/1533-tenfold-voicebase-support

3. resolved Mar 27, 2025, 08:18 PM UTC

   Thank you for your patience. After working closely with affected customers, we believe the issue is now resolved. We have also confirmed that for Ping Identity, both Always Sign Assertion and Sign Response As Required under the Signature Policy must be set to true for SSO to function properly. If you still experience log-in issues after following the steps outlined in this incident, please contact our Customer Care team for assistance.

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