Developer instance stuck on "internal error" + can't reach support to escalate

[RanjithaC]

Issue 1 - Instance won't open
When I try to open my Developer instance from the Now Support landing page, I get this banner:

"We're having trouble opening your instance due to an internal error. We should have it fixed in a few minutes."

It's been showing this for a while and hasn't resolved on its own.

Issue 2 - Can't log a support ticket about it
When I try to go through Now Support to report the instance issue, I hit a "Sorry, you can't login with this ServiceNow ID" page. It looks like my ServiceNow ID's email isn't recognized as an authorized Now Support user under my organization's account, so I can't even open a case for Issue 1.

[Ankur Bawiskar]

@RanjithaC 

PDIs are not supported by ServiceNow

So the only option is to wait and try in sometime

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Aditya_hublikar]

Hello @RanjithaC  ,

Don’t worry, buddy. This has been happening with multiple users these days. My instance also went offline after some time, but it came back online on its own.

You just need to wait for some time and then try logging in again. In rare cases, the instance may not come back online. If it still doesn’t come back after waiting for a while, you can release the instance and request a new one. Always remember if you are working on business requirement in pdi then always take its backup even work is done or in progress  , so if unfortunately pdi get offline it will not affect your work .

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[Dr Atul G- LNG]

Hi @RanjithaC 

It looks like this is a known issue.

There is no official support for this issue, so it is difficult to say exactly what is causing it or when it will be resolved. At this stage, patience may be the best option while waiting for a fix.

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...

[AndersBGS]

Hi @RanjithaC 

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

1. Wait, it should come online after some time
2. Release the instance and request a fresh installation