PDI Offline and does not seem to be in maintenance mode.

[josephgraff]

Has anyone experienced the issue of your PDI being offline and not in maintenance? It was working last night, yet when I look at the "last accessed" date it says 3 days ago.

When logging into the portal I do receive an error message of "We are having trouble opening your instance due to an internal error.  We should have it fixed in a  few minutes".  Which was almost an hour ago and still no luck accessing the instance. I have refreshed it many times buy it still states "offline".

Any suggestions on how to start or access the instance?

[GlideFather]

Hi @josephgraff,

that's unusual but if you happen to know the credentials, you can try to access your PDI from:

https://yourinstance.service-now.com/login.do

I was able to access it during a maintenance so you can try it for offline status as well. And if you manage to log in with an admin account, you can backup your data, then release this instance and request a new one...

[AndersBGS]

Hi @josephgraff ,

As stated from others also, there is no support available for PDIs, hence you're limited to two options:

1. Wait till it comes online again 
2. Release your instance and request a fresh installation.

[SohamTipnis]

Hi @josephgraff,

It sounds like your PDI might be stuck while starting up, which can sometimes happen on the ServiceNow Developer instances. Even if it was working the previous night, the platform may have attempted to hibernate or restart the instance, and something went wrong in the process.

First, try going to the Developer Portal, then Manage, then Instances, and click Start Instance again. Sometimes the instance takes a little longer to spin up, especially if there was an internal error during startup.

The “We are having trouble opening your instance due to an internal error” message usually indicates a temporary issue on the backend. If refreshing hasn’t helped, try logging out of the developer portal and opening it again in an incognito window or a different browser just to rule out a session issue.

If it still shows offline after some time, it could simply be a platform-side issue. In many cases, waiting a bit and trying again later resolves it. If the problem continues for several hours, the last option would be to release the instance and request a new PDI, though that would reset your current work.

I’ve run into similar situations before, and most of the time the instance eventually comes back once the backend issue is resolved.

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10