Troubleshooting Slow File Uploads, Downloads, and Preview downloads in Salesforce

Steps to Diagnose and Potentially Resolve

Here's how you can investigate and potentially improve your file performance:

1. Test Your Network Speed to Salesforce:

   • Use the Salesforce network speed test page: https://<your_org>.my.salesforce.com/speedtest.jsp. This tool helps you assess your connection quality directly to Salesforce servers.

   • If possible, test from various Internet Service Providers (ISPs) or different network environments within the affected regions. This helps determine if the slowness is isolated to a specific local network or ISP.

   • Monitor for patterns: Pay attention to when the slowness occurs. Is it during specific times of day, with certain ISPs, or in particular network segments? Identifying patterns can help pinpoint the root cause.

2. Verify Salesforce Edge is Enabled:

   • Salesforce Edge is a crucial feature that significantly improves performance by routing your traffic to the Salesforce data center closest to your geographical location. This "fast path" prioritizes user traffic and can dramatically reduce latency and improve file transfer speeds, especially for international users.

   • Confirm whether Salesforce Edge is enabled for your organization. You can find more information about Salesforce Edge Network at: https://help.salesforce.com/s/articleView?id=xcloud.domain_name_edge_network.htm&type=5.

   • Important Note for GovCloud Users: If you're on a Salesforce GovCloud instance, please be aware that Salesforce Edge is currently not available. In the absence of Edge, your data has to travel over your end user's ISP backbone, which can often have poor contention ratios, causing slowdowns when accessing internationally hosted servers. This means there's less immediate action you can take to directly improve download speeds via Salesforce-side routing.
     
     

Next Steps If the Issue Persists

If you've performed the above diagnostics and the problem continues without a clear network-related cause, it's time to escalate to Salesforce Support. When escalating, provide them with:

• Detailed HAR (HTTP Archive) files: These files capture all web traffic between your browser and Salesforce, providing crucial insights into network requests and responses.

• Network traces: Tools like traceroute or MTR can map the path your data takes to reach Salesforce servers, helping identify any bottlenecks along the route.

Providing these detailed diagnostics will enable Salesforce Support to conduct a thorough investigation and identify the underlying issue.