Copado outage history

Issue Summary: Salesforce has officially acknowledged an ongoing global service disruption affecting their Core Services. This infrastructure-level outage is the root cause of the intermittent maintenance errors and access issues currently affecting our environments. Current Status: Provider Incident ID: https://status.salesforce.com/incidents/20004433 Root Cause: Global Salesforce Core Service disruption. Next Steps & Actions: Track Real-Time Updates: Please monitor the official Salesforce Trust Link for direct updates from Salesforce engineering. Support Ticket Request: We kindly ask that you continue to refrain from opening Copado Support or IT tickets regarding this specific error, as our support teams do not have direct control over underlying platform restoration. We are closely monitoring Salesforce's progress and will post another update as soon as platform functionality stabilizes.

Current Status Salesforce has deployed a fix across their infrastructure, and service is actively returning to normal across affected instances. Our team has updated our status to Monitoring as platform performance stabilizes. Incident Progress Service Restoration: A fleetwide rollout by Salesforce is currently in progress, and system availability is restoring. Permanent Resolution: In parallel with the rollout, engineering teams are implementing a permanent, code-level fix to prevent recurrence. Internal Monitoring: We are actively monitoring error rates and telemetry to verify complete stability. Customer Guidance Most users should now be able to access their Copado instances and Copado Community without encountering maintenance errors. If you experience any residual latency or brief hiccups, please wait a few moments and refresh your browser session.

This incident has been resolved.

We are currently investigating reports from a small number of customers regarding unexpected job executions. Our team is actively reviewing the behavior and working to better understand the issue. While we are currently investigating this, please feel free to open a case through our Success Community if you are experiencing any related issues.

We are still actively investigating this issue and working toward a resolution. We will update this status with more information as it becomes available.

We are no longer receiving reports of unexpected job executions. We are working with Salesforce to determine the root cause and will continue to monitor for any recurrence.

We have confirmed that the root cause of this issue is a known Salesforce product bug. Salesforce is actively working on a fix and is currently planning to make it available as an Early Release. Details can be found here: https://help.salesforce.com/s/issue?id=a02g7000007hHG5AAM We are marking this incident as resolved.

We are currently tracking Salesforce service degradation impacting org authentication and Copado deployments. We are monitoring the situation closely and will provide further updates as they become available. Check status.salesforce.com for additional details.

The Salesforce degradation invalidated active Refresh Tokens, causing Copado jobs to lose access to their connected orgs. To restore functionality, please perform the following steps: 1. Re-authenticate your Copado user credentials to generate new, valid refresh tokens. 2. Retry any failed Copado jobs. If you continue to experience any issues after re-authenticating, please reach out to our support team for assistance.

We have determined that there were no additional occurrences in the last hour. This incident has been resolved.

We are currently investigating an issue impacting a subset of customers who are experiencing Git authentication errors when committing or promoting components. Our engineering team is actively working to identify the root cause and restore normal functionality as quickly as possible. We will continue to provide updates as more information becomes available.

We have identified that the Git authentication errors impacting customers are related to an ongoing GitHub service incident: https://www.githubstatus.com/ We are monitoring closely and will update this status when more information is available.

GitHub's status has been updated to indicate that the incident is resolved. We will monitor for now and update this incident to Resolved once we have confirmed that full functionality is restored.

We have determined that there were no additional occurrences in the last hour. This incident has been resolved.

We have received reports from a small number of customers experiencing repository-related issues with their CICD pipelines. Due to the pattern of these reports, we are currently investigating this as a potential service degradation. While your specific Orgs and CICD operations may not be impacted, please feel free to open a case in our Success Community if you are experiencing issues.

This has been resolved.

We are investigating reports of an issue affecting promotions involving the Metadata Format Pipeline. Our engineering team is actively investigating and will provide updates as more information becomes available. Our next update will come within the hour.

We are currently investigating reports of performance degradation impacting CI/CD pipelines. During this time, some users may also experience intermittent delays or unexpected validation errors when utilizing the CICD Pipeline, which may also affect the Data Deploy Service. Our engineering teams are actively looking into the situation to identify the root cause. We will provide an update as soon as more information is available.

The majority of the instability being experienced is due to the "frequent rotation of Refresh Tokens" now being enforced by Salesforce, which we are in the process of further mitigating, at scale.

Status update: Monitoring We have observed a complete drop in authentication errors over the last hour and currently consider this issue resolved. Our team will continue to monitor the system to ensure stability. Action required: If you experienced an error, please re-authenticate your credentials and retry your jobs. Please note that the main Credential for the Org where Copado is installed must be validated first; after that is complete, all subsequent Credential records must be validated by their respective record owners in Salesforce.

We have implemented the necessary backend mitigations to resolve the recent service disruptions, and system stability has been fully restored. Action required: If you experienced an error, please re-authenticate your credentials and retry your jobs. Please note that the main Credential for the Org where Copado is installed must be validated first; after that is complete, all subsequent Credential records must be validated by their respective record owners in Salesforce.

We are currently investigating an issue affecting Copado AI Services, where users may be experiencing consistent "Agentic LLM task failed" errors. Our engineering team has identified that this is stemming from an overloaded state with one of our upstream AI providers (Anthropic) in our primary hosting region, North America. We are treating this with the highest priority and will provide another update as soon as we have more information or a resolution.

We are continuing to investigate this issue.

We have successfully resolved the issue affecting Copado AI Services for our North American servers. Normal service has been fully restored, and users should no longer experience errors when utilizing AI features. We will continue to monitor the service closely to ensure optimal performance. We apologize for any inconvenience this caused and appreciate your patience while our team worked to restore service.

Update - Resolved Our monitoring period has concluded, and we have confirmed that Copado AI Services are fully operational and performing as expected for all North American servers. This incident is now resolved. Thank you for your patience.

We are currently experiencing a partial outage due to an ongoing issue with Amazon Web Services (AWS), primarily affecting the US-EAST-1 region. This issue has also impacted certain Salesforce-hosted environments, including our US CRT/AI infrastructure. While AWS initially began showing signs of recovery around 5:10 AM PDT, subsequent challenges in their mitigation efforts have resulted in renewed instability. As of now, both AWS and Salesforce continue to report this as an active incident. Due to the dependencies between our systems and these third-party services, a growing number of customers are experiencing service disruptions or inaccessibility across multiple products — including CRT, AI, CI/CD, and Essentials. Our engineering team is actively engaged and continuing to monitor the situation closely. We are working with our partners at AWS and Salesforce to restore full service as quickly as possible. Next update: As soon as new information becomes available.

We are currently seeing a broader impact across US services. Live Testing in CRT US is likely heavily impacted, and we are also receiving reports of document upload failures in AI for US-based users. Our team is actively monitoring and working with AWS and Salesforce to mitigate the issue. Next update: As soon as new information becomes available.

We have seen improvements in the availability and performances of our services, as well as reduced errors connecting to Salesforce. This has been further confirmed by updates from AWS and Salesforce, respectively. We are continuing to monitor the situation and will post further updates, but we believe things are trending positively. Next update: As soon as new information becomes available.

We have continued to monitor this situation and mostly positive improvements across our products and connectivity with Salesforce. At approximately 23:00 UTC, AWS marked their ongoing incident as resolved. Salesforce continues to consider this incident ongoing, however we are updating our status to reflect the resolution on the AWS side, and now consider this incident to only be degraded performance rather than a partial outage. Customers may still experience issues with any operations that connect to Salesforce.

Salesforce has updated their status at 00:30 UTC and marked this incident as resolved. We now also will mark this incident as resolved.

An issue related to projects in Copado Robotic Testing has been identified affecting multiple customers in different regions. Our team is investigating the cause of the error and will provide updates as quickly as possible. We apologize for the inconvenience.

All regions are operational again. This incident has been resolved.

We have detected a global service disruption as of 13:28 CST, which is impacting, but is not limited to, both Google Cloud and Amazon Web Services worldwide. This disruption is impacting Copado, Salesforce, and many other products and services. During this time you may experience issues such as inability to login, authenticate, and interact with Copado/Salesforce. We will continue to update our status as more information becomes available.

We are seeing a partial recovery in internal Copado Job executions. All the systems have been updated to Degraded Performance.

We have observed a full recovery across Copado Robotic Testing, Copado Explorer, Essentials, and Copado AI services. We are still seeing partial degradation affecting CICD jobs. Our team is actively monitoring the situation to ensure full restoration of all services.

Google Cloud's mitigation efforts have led to all services showing significant recovery. We will continue to monitor to ensure we don't see signs of the disruption recurring, but at this time, all known impact has subsided. All services are operational.

It appears that Salesforce has introduced a change to the Partner WSDL in patch 9.9 which is unexpectedly returning JSON for the certain objects in the describe call. This is affecting customers on this version in their ability to get metadata, and to create snapshots. We have temporarily implemented a method to ignore this object in the Salesforce Partner WSDL and have informed Salesforce of the issue. Our engineering and infrastructure teams are engaged and we will share updates here as our investigation continues.

Our engineering team has reviewed this issue further, and confirmed that customers on Salesforce patch 9.10 are also affected, due to another object not included in the library. They have prepared a hotfix which addresses all cases. This hotfix is being tested now and will be released shortly.

The hotfix has been released. We will monitor the impact for a short period and update this incident to Resolved.

After the hotfix, our monitoring shows no new instances of this error occurring- this incident is being marked Resolved.

On 11/18/2024, at 4:00 AM UTC, customers on our APAC backend experienced interruptions resulting job delays and errors during their use of Copado. Our engineering team investigated and identified issues related to the latest backend release. The team implemented the necessary changes on 11/18/2024 at 8:20 AM UTC, and service resumed to normal. We apologize for any inconvenience.

The Copado Success community is currently inaccessible for some users, or loading but with some functionality unavailable. We are currently engaged with Salesforce support to resolve the issue.

This incident has been resolved.

The Copado Success community is currently inaccessible for some users, or loading but with some functionality unavailable. We are currently engaged with Salesforce support to resolve the issue.

This issue is now resolved.

We are investigating an issue reported by multiple customers related to GitHub pull requests. At this point, we believe this issue is caused by GitHub's ongoing incident, as indicated on https://www.githubstatus.com/. No changes have been made to Copado's backend or infrastructure that coincide with this issue. We will update as more information becomes available

While GitHub is reporting their incident as resolved, we still have customers experiencing issues. We will continue to investigate.

Our team has identified the issue, and implemented the necessary changes.

Copado has identified that Azure DevOps Saas began experiencing service degradation and availability issues starting at approximately 2:30 PM Central Time on April 23, 2024, that could result in failed authentication to Azure DevOps repos via HTTPS. We are currently working with our engineering and infrastructure teams to help identify impacted customers, and are monitoring the ADO status via their site, https://status.dev.azure.com. We have confirmed that this problem does not impact customers utilizing SSH to connect to their repositories. We currently recommend that if possible, customers update their Git Repository record configuration from HTTPS to SSH, to mitigate this outage and return to the full use of Copado and their pipelines with ADO Saas repositories. If you need assistance with this change, please reach out to Copado Support via https://success.copado.com. We will provide updates as more information becomes available.

We have updated this incident to indicate broader impact; we are seeing examples of customers using Azure DevOps that are experiencing issues beyond authentication. ADO has also broadened the impact of their ongoing incident: https://status.dev.azure.com/_event/496920595 We recommend contacting ADO directly if you are utilizing an ADO repository and are experiencing issues, including but not limited to authentication, performance, and availability.

We are actively engaged with ADO support and they have provided an estimate of 4 hours to complete the work required to resolve this issue.

This incident has been resolved.

We have identified multiple jobs, across various customers, which are being impacted by delays in metadata retrieval from Salesforce. While this apparent performance degradation is currently not listed on status.salesforce.com, we have engaged Salesforce directly for further clarity. In our initial testing, it appears the impact is limited to Hyperforce instances. In the majority of cases, this issue simply impacts the duration of the associated job. In limited examples we have seen jobs fail due to timeouts as a result of this delayed response. We will update this incident as more information is available.

We are still awaiting a response from the Salesforce team; we continue to see job performance impacted by delays in metadata retrieval.

We are no longer seeing impacted jobs. This issue appears to have been related to Incident ID 12223 (https://status.salesforce.com/incidents/12223). We are working with Salesforce to confirm.

We are tracking two separate Salesforce incidents that are impacting our customers’ use of Copado: Record relationship Feature Degradation (Global Issue): https://status.salesforce.com/generalmessages/1220 Instance Outage (Regional Issue) https://status.salesforce.com/incidents/11897 While there is no impact to the Copado Infrastructure itself, we have seen examples where the Salesforce records associated with Copado jobs are not successfully created. We recommend delaying any Copado actions until Salesforce has confirmed these incidents are resolved. We also recommend that our customers review any jobs that were already performed during the incidents to confirm the records were created successfully. Additionally, these incidents are impacting our own Salesforce instance. Support for any cases submitted while the incidents are ongoing may be delayed, and there is a possibility that any cases created during the incidents, or during the mitigation actions that are occurring now, may not have been successfully transmitted. Please follow up to confirm successful transmission of support cases after the Salesforce issues are resolved.

Salesforce has indicated that one of the two incidents (below) is resolved; however, we still recommend delaying any activities within Copado until the other incident is resolved. Instance Outage (Regional Issue) - Now Resolved https://status.salesforce.com/incidents/11897

Salesforce is performing a rollback of the latest release to resolve the remaining incident. Initial testing suggests that this is resolving previously reported issues. We will continue to monitor and update this status to resolved once Salesforce indicates the rollback is complete.

Salesforce has indicated that the second incident impacting the use of Copado is now resolved. We are marking this as resolved, but will continue to monitor for impact from both of the reported incidents.

When committing to version control on any job in Copado Essentials Plus via Deployment, Work Item or CI job will result in error "Error: An error occurred while processing your request. Please contact our customer support if the error persists.". We are aware of the issue and working diligently to resolve the matter as quickly as possible. Work Around: no current work arounds are available.

Copado Essentials Engineering and Copado Infrastructure Engineering have tentatively identified the issue and have run a number of successful Git deployments. We will provide another update shortly with more details.

We have implemented a fix and the issue with deploying to Git repos has been tentatively resolved. We will continue to update you here. Our Apologies for this inconvenience.

This incident has been resolved.