PDI dev438310 stuck on “Refreshing Instance” since 27 October, “Manage my instance” is disabled

[alexong35]

Hello,

My Personal Developer Instance dev438310 (release family: Australia) has been stuck on “Refreshing Instance” in the Developer Portal since 27 October 2026. The “Manage my instance” button is greyed out, and the instance URL (https://dev438310.service-now.com) returns 502 Bad Gateway from the load balancer (snow_adc).

Details:

• Instance: dev438310
• Portal status: Refreshing Instance (orange)
• Last used shown in the portal before it stuck: 7 days 7 hours
• First seen: 27 October 2026, about 6pm 8GMT
• I have not clicked Release or Reset

The instance contains a scoped application and data that I need, so I would like to recover it, not release it. Could you please check the refresh job and restart or restore the instance? If it cannot be recovered, could you tell me whether the application data can be exported first?

Thank you.

[Simon Hendery]

This is a common issue affecting many PDI users at present. 

ServiceNow has acknowledged it is having problems with its PDI infrastructure. It says it's working on this, but hasn't provided a timeframe for a fix. 

Your options are:

1. wait for the problem to be fixed, or,

2. release your instance, take a new one, and hope it works. If you do this you will lose everything that's on your current PDI. 

ServiceNow does not offer any support for PDIs, so unfortunately, your request for your data to be exported will go unanswered. They simply don't do that. 

[Tanushree Maiti · Accepted solution]

Hi @alexong35 

Do not worry.

Backend maintenance is currently in progress in your PDI, and your instance will be up and running once the maintenance is completed.

As mentioned in the Community Admin’s response in the : PDI offline  thread, the team is proactively coordinating with the PDI team to resolve the issue as soon as possible, given that direct support for PDI is not available.