Data written with escape codes

Incident Overview

On August 8, 2023 GRAX identified an issue causing data written to GRAX backups to contain escape codes. Once identified by GRAX Support, our technical teams promptly issued software updates and recommended fixes.

Description

From June 15, 2023 to August 8, 2023 data received from Salesforce with special characters (such as newlines, tabs, ") was written to backups with escape codes. For example, " was written as \" instead of just ".

This would have affected record data viewed in the web app, data restored to Salesforce, and data written to History Stream.

Root Cause Analysis

On June 15, 2023 we made performance improvements to parsing data received from Salesforce. The changes didn't properly remove escape codes.

Incident Resolution

As of August 8, 2023 newly written data no longer had the escape codes. As of August 16, 2023 older backup data read by the system has escape codes automatically removed.

Frequently Asked Questions

How do I know if I’m affected?

If you had Auto Backup running or used legacy backup between June 15, 2023, and August 16, 2023, and viewed record data via the web app, restored data to Salesforce, or had data written to History Stream, you are likely affected.

Did data loss occur due to this incident?

Zero data loss occurred.

What preventative measures have been introduced to stop this from happening again?

Testing has been improved to ensure data with special characters is properly handled end-to-end.

Do I have to take corrective action?

If you did not use History Stream or restore data to Salesforce during the affected time, then probably not.

If you had data written to History Stream that you'd like rewritten without escape codes, please contact our technical support team for assistance.

If you restored data to Salesforce that may have included special characters, such as EmailMessages, check their content.