URGENT: PDI dev390470 Offline during host recovery & approaching 10-day limit

[PedadaD]

Hi ServiceNow Developer Team and Community Advocates,

I am requesting urgent assistance with my Personal Developer Instance (dev390470).

My instance entered an offline host recovery state and currently displays the following message on my Developer Portal dashboard:

"Instance Offline: Recovery may take long. You can wait, or release it now to request a new one."

The instance has been stuck in this Offline state for over 28 hours. Because it is offline, I am completely unable to log into the instance to reset the inactivity timer. My dashboard currently shows Last used: 9 days 1 hour ago, meaning the instance is at immediate risk of automated reclamation and permanent deletion within the next few hours.

I have extensive custom work built directly on this PDI—including custom UI Builder dashboard pages, container layouts, and Service Portal widgets—that has not yet been exported to local Update Sets or external source control. Releasing the instance or letting it be reclaimed will result in a total loss of these development assets.

Instance Details:

Instance ID: dev390470

Region / Version: Australia 

Current Status: Offline

Inactivity Counter: 9 days 1 hour

Could a Developer Program Manager or Community Advocate please assist in manually extending the inactivity timer or expediting the backend host recovery for dev390470 so I can log in and back up my work?

Thank you for your time and help!

[Dr Atul G- LNG · Accepted solution]

Hi @PedadaD 

Current status:

• Developer Site: Available
• New PDI provisioning: Paused
• PDI reclaim and wake actions: Paused
• Existing PDIs: Some remain offline
• User action required: None at this time

ServiceNow does not expect any data loss. Affected PDIs are currently hibernating, and the data stored on them is expected to remain available once the instances are restored.

If your PDI is offline, you will need to wait until it becomes available again before accessing your data. No action is currently required.

ServiceNow is continuing to monitor the situation and will provide further updates as more information becomes available.

https://www.servicenow.com/community/developer-blog/incident-developer-site-restored-and-pdi-availab...

[PedadaD]

Thank you @Dr Atul G- LNG .

[Tanushree Maiti]

Hi @PedadaD 

I faced the same Instance offline issue post multiple refresh on Monday with the following error:

“Bad Request
This combination of host and port requires TLS.”

Since I needed the instance urgently, I released the existing instance through the Developer Portal and requested a new one. I received the new instance within about 2 minutes.

If you’re okay with waiting, you can wait another 1–2 days or possibly longer ( you already have waited for 9 days)  and keep refreshing/checking the Developer Portal. Hopefully, your instance will come back online.

Alternatively, if you don’t have any important work or data in your offline PDI, you can follow the same process I did and release the existing instance and request a new one.

Unfortunately, there doesn’t appear to be any support available for PDI.