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Instance Refresh Maintenance

Knowledge Article Number 000230807
Description

Last updated (in English) on November 14, 2016.


In order to prepare for your organization’s continued growth, we occasionally need to perform an activity, called an instance refresh, where we upgrade the infrastructure supporting your instance in our data centers. Following the maintenance, your instance will move to a new data center, and the name of your instance will change. This will enable us to continue to provide organizations with the same levels of performance they have come to expect from Salesforce.

 

If you follow our best practices, this maintenance should be seamless. Below are some frequently asked questions regarding instance refresh maintenance.


NOTE: This document is for informational purposes only, and is not part of any legal or otherwise binding agreement. The policies and practices described in this document are subject to change at Salesforce's sole discretion.

Materials
  • Pre-Instance Refresh Checklist (see attachment below)

This spreadsheet explains the steps you should take before the maintenance occurs.

 

  • Post-Instance Refresh Checklist (see attachment below)

This spreadsheet explains the steps to take once the maintenance has been completed.

Resolution Frequently Asked Questions

 
1. Why do you perform an instance refresh and how will this benefit me?
a. In order to prepare for your organization’s continued growth, we occasionally need to perform an activity, called an instance refresh, where we upgrade the infrastructure supporting your instance in our data centers. Following this maintenance, your instance will move to a new data center, and the name of your instance will change. This will enable us to continue to provide organizations with the same levels of performance they have come to expect from Salesforce.
​ 

2. What action do I need to take to prepare for an instance refresh?
a. Follow our best practices, outlined on the Salesforce Infrastructure Overview & Best Practices site, to ensure that you are prepared for this maintenance. If you are not following our best practices, your end users may not be able to access Salesforce after the maintenance is complete. Best practices include:
i. Enabling My Domain
ii. Removing Hard-Coded References
iii. Allowing access to all Salesforce IP Addresses
iv. Planning your activity around standard maintenance windows
3. What if I don’t follow Salesforce Infrastructure Best Practices?
a. If you are not following our best practices, outlined on the Salesforce Infrastructure Overview & Best Practices site, your end users may not be able to access Salesforce after the maintenance is complete. In order to avoid any unintended service disruptions, you may need to take the following actions:
i. If you have any hard-coded references (for example, na1.salesforce.com), make sure that you update them to relative URLs (for example, login.salesforce.com) or implement My Domain prior to the maintenance window. We have a new tool to help customers find hard-coded references; for more information, see the Updating Hard-Coded References FAQ article.
1. Hard-coded references will need to be updated with the new instance name within Live Agent following the maintenance.
ii. If you or your team have set up your corporate network settings or email security filters to restrict access to only certain IP ranges or data centers, please ensure that you include our newest ranges. More information on which IP ranges to include can be found in the What are the Salesforce IP Addresses to whitelist? Article.
iii. Prepare to refresh integrations if you are experiencing integration issues following the maintenance. 
iv. Prepare to refresh your DNS cache if you continue to see a “Maintenance in Progress” alert on your login page following the maintenance window.
v. If you locally cache certificates, join the Certificate Changes group in the Success Community to get the latest certificates.
4. Will read-only mode be available during the instance refresh? 
a. Yes, read-only mode will be available for the duration of the maintenance. For more information on what read-only mode allows, please see the Read-Only Mode Overview article.


5. Will Salesforce for Outlook (SFO) OAuth tokens be affected by an instance refresh?
a. Following the instance refresh, users should be automatically logged out of SFO and will be prompted to log back in via the Setup Wizard. 
b. If there are any issues logging back into SFO after the maintenance, follow the steps in the Salesforce for Outlook OAuth reauthentication article. 
c. For further questions regarding SFO, post in the Salesforce for Outlook & Email Connect Success Community group.
 

6. If I plan to view my Email Logs after the instance refresh, do I need to request my Email Logs before the maintenance window?
a. If you will need to view your Email Logs after the instance refresh and are moving to a new data center during the instance refresh, then you need to request your Email Logs prior to the maintenance window. You can request your Email Logs by following the steps in the What are Email Logs? Article.
b. Once the Email Logs are requested, they will be stored in the database and migrated along with your other data during the instance refresh maintenance.
c. Email Logs from your former data center cannot be extracted after the instance refresh maintenance. 
 

7. Will the instance refresh maintenance impact sandbox refreshes?
 a. The sandbox refresh queue will be suspended 4 hours before the instance refresh maintenance begins.

 b. If your org was in the midst of a sandbox refresh when the queue is suspended, the sandbox refresh will be stopped. Your sandbox refresh will be restarted (not resumed) 24 hours after the instance refresh maintenance has completed.
 
 
8. Do I need to restart integrations after the maintenance? 
a. Restarting your integrations is not required, but if you experience any issues with your integrations following the instance refresh maintenance, we recommend that you restart them as your first step in troubleshooting the resolution. 
b. By restarting your integrations following the maintenance window, you will be clearing the DNS lookup cache which allows your integrations to detect the IP address of the new data center. 
 

9. Will the certificates used with my current instance at [INSTANCE].salesforce.com and [INSTANCE]-api.salesforce.com be used with the new instance I am being moved to?
a. Yes, the certificates used for your current instance at [INSTANCE].salesforce.com and [INSTANCE]-api.salesforce.com will remain the same for the new instance.
 

10. Will the same intermediate, root, and outbound customer-to-Salesforce certificates be used with the new instance?
a. Yes, the intermediate and root certificates will remain the same. Additionally, outbound certificates that are used for SAML, SSO, and APEX will not change.
 

11. Will routing addresses for Email-to-Case or Email-to-Apex be impacted by the instance refresh?
a. No. Routing addresses for Email-to-Case or Email-to-Apex will not be impacted by the instance refresh.
 

12. Will my new instance be on the same release maintenance window as my former instance following the instance refresh?
a. Yes.
 

13. Will my new instance have the same standard system maintenance window as my former instance following the instance refresh?
a. Yes. 


14. Will my orgID change following the instance refresh?
a. No


15. Will our use of third-party content delivery networks (CDNs) be impacted by an instance refresh?
a. Yes. You will need to take the following action if you have implemented a third-party CDN.
i. If you are accelerating in a “customer.my.salesforce.com” domain, you will need to update the origin and push the configuration to staging within the CDN prior to the maintenance. You should test that direct access and staging work as expected immediately following the maintenance prior to deploying in production.
ii. If you are also accelerating your VisualForce or ContentForce domains (e.g. customer--c.$NA10.content.force.com), you will need to acquire a new SSL certificate that contains customer.my.salesforce.com and both the original and new instances for the VisualForce and/or ContentForce domains (e.g. $customer--c.NA10.content.force.com and $customer--c.NA42.content.force.com).
1. You will then need to share these certificates with your third-party CDN vendor to deploy.
2. After the SSL certificate has been deployed, you will need to update your CDN configuration with the new VisualForce and/or ContentForce hostnames and origin for all three endpoints and push to staging.
3. You should test that direct access and staging work as expected immediately following the maintenance prior to deploying in production.

 

NOTE: Acquiring a new certificate and working with your third-party CDN provider can take several days so start the process no later than two weeks prior to the split or migration.

 
 

16. Will third-party integrations be impacted by an instance refresh?
a. Third-party integrations should function as expected following the instance refresh. However, enabling My Domain may reduce time associated with redirections of hard-coded references following the instance refresh and is strongly recommended.

 
17. Where can I go for more information on the following topics related to Salesforce maintenance:
a. Network Settings FAQ article
i. Email Settings
ii. Salesforce IP ranges
b. Updating Hard-coded References FAQ article
i. Tool to find hard-coded references in your org
ii. Hard-coded References
iii. Email Thread IDs
iv. WSDLs
v. Certificates
vi. Live Agent
c. How is my org impacted during Salesforce maintenance? article
i. Weekly Exports
ii. Physical Delete
iii. Partner Portals
 

18. How is Salesforce communicating instance refresh maintenance to customers?
a. Salesforce notifies all customers of maintenance activities that require action in order to make sure that they are aware and can prepare in advance of the scheduled maintenance window. Prior to instance refresh maintenance, Salesforce will send Product and Service Notifications via email to admins (based on users with the permissions “Modify All Data” and “Manage All Users”). For more information, see the Product & Service Notifications article.
b. In addition to email notifications, Salesforce posts a summary of customer-impacting maintenances to the Success Community monthly in the Monthly Tech Updates deck. 
c. All maintenance windows are posted to trust.salesforce.com. 

 

 


19. I'd like to learn more about our multitenant architecture. Where can I go?
 

a. Complete our Understanding the Salesforce Architecture trail.

b. For additional information, read the
Multitenant Architecture blog post written by Salesforce developers.

 

20. Where can I go if I have further questions?
a. We've created a one-minute readiness assessment to help you determine what steps you still need to take to prepare for an instance refresh.
b. You can also post questions and collaborate with other Salesforce users on the Official: Salesforce Infrastructure group in the Success Community.
c. For additional questions, open a case with Support via the Help & Training portal.
 





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