Reporting an Outage for Production or Sandbox Environment


You encounter a site outage for your OnDemand production or sandbox environment. You may encounter below messages that indicates OnDemand system is down:

Description: An unhandled exception occurred during the execution of the current web request.

Exception Details: System.Web.HttpException: Request is not available in this context



Outages can cause an inaccessible site and a microservices outage. Please submit a ticket to DNN Support with the information below so that the ticket can be escalated to the On-Demand team to back up your environment.

  1. Find the device name for your environment. You can try to find the required environment URL from your primary alias list.
    • The URL format is as follows:
    • You can also enter your alias in a DNS checker or execute a dnslookup command in the command line nslookup and you will find the device name in the aliases.
  2. Then provide the following information in your ticket: 
    Device name:
    Environment (Production/Sandbox):
    Description: (Describe what issues you are experiencing in your environment)


Agent Steps: Once you receive a site outage request from an OnDemand customer, you will need to submit a SaaS Incident in JIRA.

Please note that the details of the RCA are internal and are not supposed to be shared with the customers. For more information, refer to Can I get an RCA for a recent outage?






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