Intermittent login errors that impact Salesforce Core Services [Issue in 3rd-Party DNS Resolver]
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Intermittent login errors that impact Salesforce Core Services [Issue in 3rd-Party DNS Resolver]

Last updated 2020-12-10 ·Reference W-7862523 ·Reported By 292 users

In Review

Summary
The Salesforce Technology team became aware of intermittent login errors that impacted Salesforce Core Services for a subset of customers in the APAC, EMEA and NA region. During this issue end users will have intermittent DNS issues while accessing the service.

This is an issue with external Public DNS Resolver. Resolving issue will require third-party DNS Resolver to provide a fix.

During this issue, end users will have intermittent login issues while access to the service facing DNS issues.

The issue is isolated to DNS 8.8.8.8 or 8.8.4.4.

We appreciate your trust in us as we continue to make your success our top priority.

Repro
Using a terminal window, attempt to obtain the IP details of your Salesforce instance:
dig @8.8.8.8 +short NS na69.salesforce.com
;; connection timed out; no servers could be reached

This can also be seen in a normal Internet browser as "We can't connect to the server at na69.salesforce.com" when attempting to connect to the same Salesforce address.

This has been investigated and determined to be an issue with external DNS Resolver. Resolving the issue requires a third-party DNS resolver to provide a fix.


The following workaround can be utilized to mitigate this issue:

Workaround
- Use any other Public DNS(eg: 1.1.1.1 OR 9.9.9.9)
- Revert to your ISP's default DNS server (if it is different than 8.8.8.8 OR 8.8.4.4)

If issue is still persisting after this, please flush DNS cache and browser cache.

for instruction for all browsers and Internet Explorer:
Open Command Prompt and type in: ipconfig /flushdns

for chrome:
go to chrome://net-internals/#dns and press the "Clear host cache" button

for firefox:
Open a new tab
Enter the address: about:config
You should be greeted with a warning page.
Click on “I accept the risk!”
In the search bar, search for “network.dnsCacheExpiration”
Two results should be returned on your screen, namely network.dnsCacheExpiration and network.dnsCacheExpirationGracePeriod with the values set as 60.
Now, double-click on the value part where it says 60, and set it to 0.
Once done for both, again reset both of the values back to 60.
If you do not have these variables, don’t worry, just create two new integer variables with the same names and set the values to 60, which is the default and follow the above instructions.

for Safari:
Click Command+,
Go the Advanced section
Mark the option which says “Show Develop menu in menu bar”
Go to Develop. Click on “Empty Caches”

Reported By (292)

Ryan Blackman Mounia Admin Yahiaoui Adam Ingamells Charles Huang Yos Liman Andy Putra Jonathan Christian Chuck Fernald A R Chad Coffey Delphine Foo-Matkin Johnny Longo Jonathan Ellis Tom Linstead Nathan Voller Mark Baldwin Nate Bunker Sys Admin Reema Chhetri Munawir Islami Kuldeep Parihar Lewis Howel Nicole Abesamis Mukhammad Rizo Mingboev Kay Zhang Scott Bub (MCS) Chennakesi Naveen Kumar 健太 小西 雄一朗 相澤 Incident Manager L&T Finance Zeljko Duricic Michael Michael Fahey k baba Hisae Kakimoto Mary Filarski 管理者 システム Kan Akutagawa Tom Neuburger Pradeep M Selvakumar Anbazhagan Jun Kiat Koh Roy Hollak shivi  agnihotri pan suyu Praveen Naidu Matthew Widdowson Rei Iwasaki Shyamal Mehta Vincent Motte Kristine Cruz Rahul Surapaneni Stephanie Wong Gaurav Trivedi Jeff Johnson Lorraine Sanchez Bogdan Kowalczyk Chris Hernandez Admin User Barb Jarzembak Jon Neustedter Lucas Sorano Daksh SHAH Leighann Robinson Rigo Escudero Scott Rosemary Marcin Kisieliński Beth Goshow Stephen Wood Souparna Bose Daniel Rohberg Mike Neel Christopher Viramontes Josh Smyth Nadina D. Lisbon Korben Carreno David Guingnier Richard Xavier de Sousa Enguerand Sylvain Naum Santos Nancy Brown Mick Wheeler Benjamin Metzinger Md Umair Łukasz Wieczorek Masashi Hamamatsu Javier Llobet Lorente Reiji Masuoka Kamil Szczepański Debra Shoup Eros Orlando Marc Troppmann Ryan Antonizzi Bianca Allegretti Moumita Paul Xinyue Wang Kathleen Lehnigk Shilpi Khan Kris Goncalves 千登 橘 紗織 竹川 Aman Verma James Denne (MCS) Rossella Calabretta David Mizrahi Danny Newmark Alison Cheung Patrick Boelaars Thomas Tse Ryan McBain Sander Lommertzen Takuya Imai Karen Osborne Fábio Henrique Wan-Dall Pranav Kanawade PFS Admin Kate Edwards-Davis Lukas Funk Piyush Jain 宣浩 早川 哲平 関 Kranthi Kamatham it corp-tools Brittney Bies Jodie Miners Akihiro Aizawa Rick Yang Sebastian Barclay-Graham Roel Benedict Dominik Konrad Christian Gustafsson Prabhu Rajan Alagarsamy Simon Haynes 里絵 齋藤 Amaya MZ tejashree gosavi 志織 松原 Kate Donaghy 香深 金子 Sanket Chatterjee Naama Shalev Bracha Yashad Tayal Artur Novikovas Bart van Leeuwen 智法 武川 Tarun Chaudhary Raymond Miguel Viado Omar El Borae En I Kunal Saurav Jayesh Juneja Anil Kumar Pasha Utkarsh Singh Francesco Facciolo Chow Kien Yung Hristo Petkov Satya Prakash Courtenay Spry Admin User Daniel Evstifeev Maria Penn Sundeep Balasubramanya Prasad Kasote Administrator ISID Crescent Bonifacio יבגני דונסקי Sana DJEDID Himanshu Shivhare Marwen Blel 拓也 村上 Giovanni Tedesco dror munk Lin Cindy Christine Choo Alessandro Marani Peter Wouda siva prasad Lauren van Litsenburg Christophe Lerévérend Andrew Fragias Wilson Yeung Aditya Raut Thomas Ruether Salesforce Admin Gaël Marchand Adam Shemlev Kasia Wojewodzka 麻里奈 福井 Luca Cini Noya Charlotte Gibson Anitha M Amol Joshi sandy pearson Peter Caitens Roland Meyer Maija Kongo 恵介 山本 Peter van Leeuwen Maria Borovchenkova Dennis Poetsch Surya Santoso Eric Rodrigo Federico Castellan Himanshu Shandilya Eyal Madmoni Xenia Kogler Sudheer Tadepalli Julie Bannocks Rams Chowdary CTC Administrator Elizabeth Terrell Lyndon Dowling Florian Haider SWAMY ASHINI Daniel Seifert Julia Cieplik Igor Chtivelband Ashutosh Panchariya Naresh Jadhav Laurent Petitguyot Glenn Ocay 慶一 平岡 Koen Certyn Dario Buitta Mariana Popovici 天水 足立 Thiago Rodrigues de Paula Keiji Sakamoto Carla Emnace Johan Emerén Rodrigo Castro James Patterson Kristine De Roeck Jigar Shah Adam Burns Charlaine Scholten Marieke Kunze Sam Eeles Thomas van Engelenhoven Lei Yin Chris Beuckeleers Ahmed Shehata Volena Valcheva Admin User Evgenii Pavlov Niranchana Dhanasundaram Peer Bruch Harikesh Thakare Ivan Portillo Eduardo Homez Viseo Admin Rajeev Dubey Daniel Margalit Matteo Bertani - Credemtel SpA FirstApiName api System User György Dávid Sipiczki Clint Jones Larry Robichaux Wesley Bik Gaurav Khetia Ning Pariona Saar Machtinger Gareth Kavanagh Gad Sharon Steven van de Ridder Gopal Sohun Lina Kay Raju Shrestha 遥菜 中村 Melanie Breinesberger Christoph Sauerborn Ankita kudithipudi 成未 水野 Jeff Kroon Deepak Sharma Topher Odfina Chen Shemer Colleen Toledo Hisakatsu Furukawa Sandhya Singh Justin Muscat Clara Sim Arnte van Dam Guru Sandhu Tachú Salamanca harinath trailhead Christian Szandor Knapp 裕太 中川 優守 田中 Febrian Rizky Yu Ning Phua Hiroaki Katori

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP10 AP11 AP12 AP13 AP14 AP15 AP16 AP17 AP18 AP19 AP20 AP21 AP22 AP24 AP25 AP26 AP27 AP28 CS1 CS2 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS119 CS110 CS117 CS114 CS113 CS112 CS111 CS11 CS116 CS123 CS122 CS121 CS126 CS127 CS129 CS128 CS125 CS124 CS137 CS138 CS133 CS132 CS14 CS148 CS142 CS159 CS152 CS151 CS15 CS162 CS16 CS169 CS165 CS160 CS173 CS17 CS174 CS18 CS189 CS194 CS192 CS193 CS190 CS191 CS199 CS197 CS19 CS198 CS196 CS195 CS20 CS201 CS203 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS29 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS46 CS47 CS49 CS50 CS52 CS53 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS70 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS84 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS94 CS95 CS96 CS97 CS98 CS999 CS99 EU16 EU17 EU18 EU19 EU25 EU26 EU27 EU28 EU29 EU30 EU31 EU32 EU33 EU34 EU35 EU36 EU37 EU38 EU39 EU40 EU41 EU42 EU43 EU45 IND1 IND2S IND3S IND5 IND7 IND9 NA104 NA107 NA109 NA100 NA101 NA103 NA102 NA105 NA119 NA116 NA110 NA118 NA112 NA111 NA115 NA114 NA113 NA117 NA125 NA124 NA122 NA120 NA126 NA127 NA123 NA129 NA121 NA128 NA138 NA134 NA133 NA136 NA135 NA132 NA131 NA130 NA137 NA139 NA140 NA142 NA141 NA149 NA146 NA147 NA148 NA154 NA158 NA159 NA153 NA151 NA155 NA152 NA150 NA156 NA172 NA174 NA171 NA173 NA196 NA202 NA21 NA46 NA49 NA52 NA61 NA62 NA64 NA65 NA66 NA68 NA69 NA70 NA71 NA72 NA73 NA74 NA75 NA76 NA77 NA80 NA81 NA82 NA83 NA84 NA85 NA86 NA87 NA88 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5 UM6 UM7

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