Basic and Advanced Network Troubleshooting for Salesforce Performance Issues

Initial Troubleshooting

Before running diagnostic tools, complete these quick checks to rule out known issues.

Step 1: Check Trust

Always start by checking status.salesforce.com. The Salesforce Trust Status page reports ongoing incidents and maintenance that may already explain your issue. Salesforce also posts general status messages when engaged with an ISP on networking issues.

Step 2: Establish a Problem Definition and Start Time

Document the following before contacting Support:

When was the first time you noticed the problem?
How often does it occur — consistently or randomly?
Can you easily reproduce the problem on demand?

Step 3: Ask Your Colleagues

Check whether teammates are experiencing the same issue. Compare users on wired vs. Wi-Fi connections, VPN vs. non-VPN, and across different office locations. If the issue is localized to one connection type or location, this points to a network issue rather than a Salesforce platform issue.
Also check whether the issue occurs across all orgs including sandboxes — if sandboxes perform differently, this can be diagnostic.

Step 4: Check Other Applications

Are other websites or applications also slow? If yes, the issue is likely with your local network or ISP, not Salesforce.

Step 5: Check for Recent Local IT Changes

Contact your internal Helpdesk to determine if any recent network or infrastructure changes were made that could affect Salesforce connectivity.

Basic Network Troubleshooting

If no Salesforce platform issue is identified in the initial checks, Salesforce Support will ask you to provide the following basic network data.

Use Ping and Traceroute

Ping and traceroute tools quickly identify whether the issue is with your local network, ISP, or Salesforce. Run these tools and share the output with Salesforce Support.
Steps can be found in this article: Use Pings and Traceroutes to Troubleshoot Network Issues

Hyperforce Note: Ping and Traceroute Limitations

Hyperforce uses Network Load Balancers (NLBs) which do not support ICMP ping packets, except for Type 3 (Destination Unreachable). If your Salesforce instance is on Hyperforce, standard ping and traceroute results may be unreliable or return no response. In this case, use TCP-based diagnostic tools instead.

Find Your Public IP Address

Provide your public IP address to Salesforce Support when reporting a network performance issue. You can find your public IP at http://whatismyip.com.

Basic Network Troubleshooting Summary

When contacting Support, provide the following:

My Public IP Address:
Traceroute output file:
Ping output file:
Date and time problem first noticed:
Can I easily reproduce the issue? (Y/N):
Have I or my local HelpDesk confirmed no local changes were made? (Y/N):

Advanced Network Troubleshooting

If a network problem is suspected on your local network, an ISP, or the Salesforce network, additional steps are needed. These are best handled by your organization's network engineers. The suspected issue must be easily reproducible, as captures must be done while the issue is occurring.

Step 1: Perform a Network Packet Capture (PCAP) from Your External Network Endpoint

Salesforce needs a packet capture from your organization's external network endpoint (such as an external firewall interface) to analyze the network protocols in use. Built-in tools such as tcpdump and downloadable tools such as Wireshark are used for capturing and analyzing PCAP files.
If your endpoint is hosted in a third-party cloud (Google Cloud, AWS, Microsoft Azure), contact the vendor and have their Support team take the capture.

Step 2: Network Packet Capture from Salesforce Network Endpoint

If the suspected issue is on Salesforce's side, Salesforce will schedule a meeting for network engineers to collect a PCAP from the Salesforce endpoint simultaneously with your team's capture. To complete this step, you must be able to:

Perform the test connection to a specified IP address (requires DNS or host file configuration).
Reproduce the issue during the capture window.
Perform a simultaneous packet capture from your external endpoint and provide it to Salesforce Support.

Contact Salesforce Support

If you are unable to pinpoint any networking issues after completing the above steps, provide all collected data to Salesforce Support, including:

Traceroute and ping output
Login access to affected org
Steps to reproduce the slowness
Internet Service Provider (ISP) name
Any insight your ISP has provided on the latency