Resolved: Salesforce: Service Disruption EU18 September 10, 2018

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Update: the disruption has been fully resolved by Salesforce at 6:14 pm CEST on Sep 10. 

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At the moment there is a service disruption on the EU18 instance.

SERVICE DISRUPTION BEGAN
3:05 pm CEST, Sep 10
During a service disruption, end users are unable to access the service (org). The overall system is affected.
Status updates Salesforce EU18: https://status.salesforce.com/incidents/2651
 
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Comments

  • Avatar
    Ashna Lakhisaran

    ISSUE ISOLATED
    3:45 pm CEST, Sep 10
    We have isolated the issue to the application tier and are continuing to determine the best path to resolution.

  • Avatar
    Ashna Lakhisaran

    INVESTIGATING
    4:14 pm CEST, Sep 10
    We are continuing to investigate the cause of this issue and have engaged additional engineers.

  • Avatar
    Marcella van Dijk

    SERVICE DISRUPTION ENDED
    5:52 pm CEST, Sep 10
    Duration: 2 hours, 54 minutes

    PERFORMANCE DEGRADATION BEGAN
    5:52 pm CEST, Sep 10
    During a performance degradation, end users are able to access the service, however, some functionality within the service may not be available or running at optimal performance.

    IMPLEMENTING SOLUTION
    5:53 pm CEST, Sep 10
    The Salesforce Technology team continues to investigate the service disruption impacting the EU18 instance. We are terminating background jobs and isolating the instance from traffic to allow a clear restart.

  • Avatar
    Natalie van der Loos

    PERFORMANCE DEGRADATION ENDED
    6:14 pm CEST, Sep 10
    Duration: 30 minutes

    INCIDENT RESOLVED
    6:14 pm CEST, Sep 10

  • Avatar
    Ashna Lakhisaran

    ROOT CAUSE
    On September 10, 2018 from 12:58 until 16:14 UTC and on September 11, 2018 from 12:33 until 12:47 UTC, the Salesforce Technology team resolved a service disruption on the EU18 instance. During this time, end users were unable to access the service. While the root cause of the recent EU18 service disruptions is unknown, we have narrowed down the possibilities to a software fault and a server configuration issue that caused contention on the application tier. Salesforce has implemented workarounds to prevent additional incidents, and has established procedures to recover quickly if they occur. Salesforce is working around the clock, and this issue has the highest level of attention from our Technology leadership and our executive team.

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