PDI dev311642 returns “Error serving request” (HTTP 500) — Data retention required

[kanai-jun]

Hello,

My ServiceNow Developer Program PDI is failing to start and consistently returns HTTP 500.- Instance: https://dev311642.service-now.com
- Symptom: It was working last week. As of today, both "/" and "/login.do" return "Error serving request" (HTTP 500). I also tried "/stats.do" and "/cache.do?sysparm_clear_cache=true" with the same result.
- Manage my instance:
  - Status: Offline
  - Last accessed: Unknown
  - Last started: Unknown
- Last successful use: Last week (exact timestamp unknown)
- Family/version: Yokohama
- Recent changes: None
- Troubleshooting tried: Incognito/private window, different browsers (Chrome), different network (VPN off), cleared cache, waited 15+ minutes, refreshed Manage page — issue persists.
- Data retention: Required. I will not "Release instance." Please repair the instance if possible without data loss.
- I can provide screenshots and a HAR file if needed.

Any guidance or escalation would be greatly appreciated. Thank you!

[AndersBGS]

Hi @kanai-jun 

PDIs are a free service offered by ServiceNow without any form of support. So either it come back online or you need to get a fresh installation. This is the only two outcomes. There is no escalation, no support and no restore possibility if lost.

[kanai-jun]

Hi Anders, thanks for clarifying the general stance regarding PDIs

For context, I’m seeing a banner on the Developer Portal: “Developer Instance is undergoing unscheduled maintenance. Get Notified when your PDI is available.” My instance (dev311642, Yokohama) shows Status: Offline and returns HTTP 500 on “/” and “/login.do”; “/stats.do” and “/cache.do” behave the same. I’ve subscribed to notifications and will wait. I also won’t release the instance because I need to retain data.

- Is there any public incident page or feed for Developer PDI maintenance that I can check?

- In your experience, how long do such unscheduled maintenances typically last (hours vs. days)?

- Beyond waiting, is there any safe, self‑serve action worth trying that wouldn’t risk data loss?

If it doesn’t recover, I’ll request a fresh PDI for interim work and keep this one untouched.

Thanks again.

[GlideFather]

Hi @kanai-jun,

as you mentioned that the status is offline, how did you find that piece of information?

If you navigate to this:

https://developer.servicenow.com/dev.do#!/manage-instance 

Please share with me what you see there, example:

[kanai-jun]

Hi @GlideFather, thanks for jumping in.

I confirmed the “Offline” status on the Manage My Instance page:

https://developer.servicenow.com/dev.do#!/manage-instance

Here’s exactly what I see:

- Instance: dev311642 (Family: Yokohama)

- Status: Offline

- Instance URL: https://dev311642.service-now.com — returns HTTP 500 “Error serving request” for “/” and “/login.do”; same for “/stats.do” and “/cache.do?sysparm_clear_cache=true”

- Actions visible: “Release instance” and “View history” only

- View history: “You haven’t performed any operations yet. Actions will appear here.”

- Last accessed / Last started: Unknown

- Developer Portal banner: “Developer Instance is undergoing unscheduled maintenance. Get Notified when your PDI is available.” I’ve subscribed to notifications.

- I refreshed the Manage page multiple times; no change yet.

- Data retention is required, so I won’t “Release instance.”

I can share a screenshot of the Manage page if that helps. Anything else you’d like me to check?