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Intermittent Error When Adding Comments to a Case

Fecha de publicación: Sep 12, 2025
Descripción

Some customers may experience intermittent errors when attempting to add comments to their Salesforce Support cases. The error message typically appears in red at the top of the page and may resemble:

illegal argument: values is empty (a1)
Class.HC_FilesService.getContentVersionsByDocumentIds
Class.HC_CaseCommentService.submitCaseComment
Class.HC_CaseRequestsController.submitCaseComment

This issue may occur both when adding plain text comments and when attempting to upload attachments.

Root Cause

This behavior is most commonly linked to one of the following:

  1. File Attachments

    • Attaching multiple files at the same time.

    • Uploading files larger than 25 MB.

    • Attempting to attach unsupported file types.

  2. Browser or Network Conditions

    • Browser cache/cookies interfering with session handling.

    • Extensions blocking certain UI interactions.

    • Network/firewall settings interfering with Server-Sent Events (SSE) connections, which Salesforce Support uses to handle real-time updates.

  3. Session/Authentication Issues

    • Commenting in a long-lived session without refreshing.

    • Switching accounts or profiles within the same browser session.


Solución

For File Attachments

  • Attach files one at a time rather than selecting multiple files simultaneously.

  • Ensure each file is under 25 MB in size.

  • If your use case requires larger files (e.g., Mule App export .jar files of ~90 MB), consider sharing through an alternate channel such as:

    • Splitting the file into smaller parts.

    • Using a secure file transfer option provided by Salesforce Support.

For Browser & Session Issues

  • Refresh the page and try submitting the comment again.

  • Log out and log back in without clearing cache/cookies.

  • Use Incognito/Private mode to bypass cached session data.

  • Clear cache and cookies, then retry.

  • Disable browser extensions temporarily and re-enable them one by one to identify conflicts.

  • Try a different browser or computer to rule out local issues.

  • Create a new browser profile (for Chrome: Settings → Profiles → Add Profile).

For Network/Firewall Issues

Salesforce Support case comments rely on SSE (Server-Sent Events) connections. Some firewall/proxy settings may incorrectly flag these as prolonged downloads, causing intermittent failures.
Please work with your IT team to allowlist the following domains:

  • help.salesforce.com

  • agentforce.salesforce.com

  • salesforce.com

  • force.com

  • salesforceliveagent.com

  • cloudfront.net

  • googleapis.com

  • salesforce-static.io

  • orgcs.my.salesforce-scrt.com

  • salesforce-scrt.com

Next Steps

If refreshing or following the above troubleshooting steps resolves the issue, no further action is required.
If the issue persists even with small file attachments or simple text-only comments, please:

  • Capture a screenshot of the error.

  • Note the browser and version used.

  • Provide approximate time and date of the error.

  • Share these details with Salesforce Support for further investigation.

Resolution Example
In observed cases, simply refreshing the page allowed the user to successfully add their comment, confirming the issue was linked to a temporary browser or network condition rather than a system defect.

Número del artículo de conocimiento

005167130

 
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Salesforce Help | Article