Instance Recovery Request - dev390030 Offline After Failed Auto-Recovery

[anderson_oliv]

INSTANCE INFORMATION:

Instance Name: dev390030

Instance URL: https://dev390030.service-now.com

Current Status: Offline - Recovery Failed

Last Activity: 11 days 14 hours ago

Status visible in: ServiceNow Developer Platform > Your PDI

Request Type: Instance Recovery / Offline Instance Restoration

Priority: High

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PROBLEM DESCRIPTION:

My Personal Developer Instance (dev390030) entered a "Waking Instance..." status (automatic recovery process) approximately 11 days ago and has failed to recover. The instance remains OFFLINE and is inaccessible.

Current status display shows: "Offline"

All components appear as "Installed" (Build Agent, ServiceNow Studio, App Engine Studio) but the instance itself is not responding.

I have been unable to access the instance or recover any data since the failed automatic recovery attempt.

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IMPACT / CRITICALITY:

This instance contains CRITICAL production-grade solutions and active development work:

SECURITY INCIDENT RESPONSE (SIR):

- CRPSIR-600: Custom Security Incident Response solution in active use

- Customized remediation and change management workflows

- Integration with enterprise security modules

- Historical incident data and operational configurations

CONFIGURATION MANAGEMENT DATABASE (CMDB):

- Critical CI relationship mapping and infrastructure dependencies

- Custom asset classification schemes

- Business service architecture and hierarchies

- Production infrastructure baseline data

AI/LLM INTEGRATIONS (ANTHROPIC):

- Anthropic API integration scripts and implementations

- Custom query actions leveraging Claude AI for security analysis

- Automated security recommendations using LLM

- Production-grade data processing workflows with AI

DEVELOPMENT & CUSTOMIZATIONS:

- Custom Script Includes and Business Rules (numerous)

- Performance Analytics (PA) Dashboards for operational monitoring

- Operational workflows and automations

- Security Operations (SecOps) critical reporting

PRODUCTION & TEST DATA:

- Staging configurations for production deployment

- Integration test datasets

- Change history and audit trail (11+ days of data)

- Configuration snapshots and baselines

RESEARCH CONTEXT:

- Supports PhD research in Information Security at USP/IPEN

- Critical for AI Security architecture validation

- Demonstrates integration between enterprise systems and LLM APIs

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REQUESTED ACTION:

Request Type: Instance Recovery from Offline Status

Urgency: High

Preferred Resolution: Restore instance via backup or enable data export

Preferred options (in order of preference):

1. Reactivate/restore existing instance via ServiceNow backup mechanisms

2. Export critical data in XML/JSON format for manual migration

3. Provide temporary elevated access for manual data backup and export

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CONTACT INFORMATION:

Requester: Anderson Oliveira de Andrade

Organization: IPEN/CNEN-SP (Instituto de Pesquisas Energéticas e Nucleares)

Role: Senior Cybersecurity Specialist & SecOps Architect

Academic Context: PhD Candidate in Information Security (USP/IPEN)

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ADDITIONAL INFORMATION:

- Instance was actively used until 11 days ago (last activity timestamp available in platform)

- No error messages or data corruption indicators were present prior to downtime

- Instance appears to have entered automatic maintenance/recovery process

- This is a Personal Developer Instance (PDI) with active research and development work

- Contains customizations relevant to information security research and AI/LLM integration

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ATTACHMENTS:

Screenshots of current offline status are available and can be provided.

Instance activity logs showing last access 11 days ago.

List of installed components (Build Agent, ServiceNow Studio, App Engine Studio).

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RELATED INFORMATION:

Developer Program: ServiceNow Developer Program (PDI)

Instance Type: Personal Developer Instance

Associated Studios: Build Agent, ServiceNow Studio, App Engine Studio

Expected Availability SLA: 99.5% (per PDI terms)

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This instance is critical for ongoing security research and infrastructure development at a nuclear research institute. The loss of dev390030 would significantly impact:

- AI Security research initiatives and validation

- ServiceNow SecOps architecture documentation

- Custom security solution development and testing

- Integration validation between enterprise systems and LLM APIs

- PhD research deliverables in Information Security

Any recovery options or data export capabilities would be greatly appreciated.

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Submission Date: September 01, 2026

Expected Resolution Time: 24-48 hours (standard)

Status: Awaiting support response

[AndersBGS]

Hi @anderson_oliv 

Not sure what you’re trying to achieve with your post, but note that there is no support for PDIs. You’re only option if it’s not working is to wait till it come online again or release and request a fresh installation.

remember to always take backup of your work, as if a PDI is reclaimed you will not be able to recover any data at all.