Instance offline

[Oladapo1]

My instance has been offline for over one week and all efforts to retrieve it has not worked. Kindly assist 

[ShubhamGarg]

Hello @Oladapo1 ,

Instance being in offline mode and failing to backup/restore is an intermittent issue nowadays. No other option than to wait for some time. Unfortunately, Instance support is no longer provided by ServiceNow and no update on this issue is being provided by ServiceNow. We no longer have feedback button also.

For any urgent work, Best you can do now is to release the instance and request for new one if you don't have important data. You can get a new instance in less than 5 minutes.

According to the business impact and if it is a customer/partner instance, you can raise HI case for this issue. 

For PDI, ServiceNow no longer provides any support. You can try your luck by explaining the impact this outage has caused, drop an email to ServiceNow Developer Program "developer@servicenow.com"

If my response helps you in any way, kindly mark this as Accepted Solution/Helpful and help in closing this thread.

Regards,

Shubham

[Community Alums]

Hi @Oladapo1 ,

There is no support on the PDI from ServiceNow.

You can either wait for some more time or if its already delayed then getting a new instance would be the right approach.

[Dr Atul G- LNG]

Hi @Oladapo1 

Greetings 

Sorry to hear this. There is no support available for PDI, and community can't help you on this.

As you already waited a week, better release thus instance and take new one and to avoid any loss take regular backup of your update set via Github or take Xml based back up.

[AndersBGS]

Hi @Oladapo1 

As you might know, there is no support available for PDIs from ServiceNow perspective, hence you're limited to two options:

• Wait - it should come online after some time
• When you get tired of waiting, release the instance and request a fresh installation. Notice, if you perform this, then all work that you haven't backed up will be lost for good. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders