Application Launcher

If your production site returns Temporarily Unavailable pages, is slow, or reports as down when you use New Relic uptime monitoring in your Acquia subscription, you can take various actions.

Common causes
Common causes of Temporarily Unavailable pages on production environments include but are not limited to:
- Transitory resource limits such as insufficient CPU or DB resources, which occur due to high traffic, application complexity, or both. This high traffic can be expected or caused by unusual robot crawls or DDoS attacks.
- Code changes, data changes, or bugs that trigger PHP exceptions or errors.
To resolve this, do one or more of the following:
- Roll back changes to a site by restoring older configuration, code, or a database backup.
- Adjust PHP memory limits.
- Block traffic through a Web
  Application
  Firewall (WAF) with or other methods.

If your production site returns Temporarily Unavailable pages, is slow, or reports as down when you use New Relic uptime monitoring in your Acquia subscription, you can take various actions.

Common causes
Common causes of Temporarily Unavailable pages on production environments include but are not limited to:
- Transitory resource limits such as insufficient CPU or DB resources, which occur due to high traffic, application complexity, or both. This high traffic can be expected or caused by unusual robot crawls or DDoS attacks.
- Code changes, data changes, or bugs that trigger PHP exceptions or errors.
To resolve this, do one or more of the following:
- Roll back changes to a site by restoring older configuration, code, or a database backup.
- Adjust PHP memory limits.
- Block traffic through a Web
  Application
  Firewall (WAF) with or other methods.

If your production site returns Temporarily Unavailable pages, is slow, or reports as down when you use New Relic uptime monitoring in your Acquia subscription, you can take various actions.

Common causes
Common causes of Temporarily Unavailable pages on production environments include but are not limited to:
- Transitory resource limits such as insufficient CPU or DB resources, which occur due to high traffic, application complexity, or both. This high traffic can be expected or caused by unusual robot crawls or DDoS attacks.
- Code changes, data changes, or bugs that trigger PHP exceptions or errors.
To resolve this, do one or more of the following:
- Roll back changes to a site by restoring older configuration, code, or a database backup.
- Adjust PHP memory limits.
- Block traffic through a Web
  Application
  Firewall (WAF) with or other methods.

Check the Acquia status page

Acquia reports known issues that affect customer applications on the Acquia status page. These include Amazon Web Services (AWS) issues, external DNS issues, or other incidents. In some cases, applications can experience downtime due to global issues that are beyond your control.

Acquia treats incidents that cause application downtime with the highest level of severity, and works continuously to resolve these incidents. Acquia updates the status page regularly until they are resolved.

Check the Cloud Platform interface Stack Metrics and the Overview pages in your production environment

The Cloud Platform interface provides valuable information about your application’s health.

The Stack Metrics page reports on your application’s CPU, memory, and storage usage. If your disk storage space is full, your applications might become impaired.

The Overview page for an environment shows a task log. Examine the task log and look for failed tasks. Check whether there are any changes to the code or database in your production environment that have caused your application to go down.

Verify your logs and errors

Use logs and log streaming to determine the root cause. Access logs display the real HTTP status code at the back end. To find corresponding logs from other sources, such as PHP errors and Drupal Watchdog, use the X-Request-Id value, which matches all logged items for the same request. Use the New Relic Application Monitoring tool included with your subscription to verify the root cause.

Address out of memory errors

Use the following steps to resolve these errors:

Investigate memory consumption to identify major memory-consuming processes.
Reduce the frequency of cron jobs and remove the jobs that are unnecessary.
Adjust the PHP memory limit per environment to ensure your application can load.
Avoid overriding environment-wide memory limits as this can destabilize your infrastructure.

For detailed information on these steps, visit Memory leaks.

Evaluate resource allocation and caching

If your application experiences high traffic or service interruptions due to insufficient caching, evaluate and adjust the available resources. Consider increasing memory or optimizing cache settings through the Acquia Cloud UI. For load-related issues, it might be necessary to check cron jobs and explore performance improvements using caching solutions. Implement these changes during off-peak hours to minimize disruptions.

Check the logs

Check your infrastructure error and access logs for errors. For information about what to look for, see Searching the error logs to troubleshoot problems.

You can download your logs from the Logs page. For more information, see About Cloud Platform logging.

Contact Acquia Support

If your Acquia subscription entitles you to file support tickets, you can create a Support ticket. In general, if your application is down due to a global issue noted on the Acquia Status page, there is no need to create a ticket. Contact Acquia Support if an issue is particular to your application.

For issues involving a production site that is down or severely impacted, file a case with a Critical urgency. This ensures immediate attention from our emergency response support team. Specify the nature of your production issue clearly when submitting the ticket.

Acquia responds to critical urgency requests promptly, regardless of the time of day.

Check the Acquia status page

Check the Cloud Platform interface Stack Metrics and the Overview pages in your production environment

The Cloud Platform interface provides valuable information about your application’s health.

The Stack Metrics page reports on your application’s CPU, memory, and storage usage. If your disk storage space is full, your applications might become impaired.

Verify your logs and errors

Address out of memory errors

Use the following steps to resolve these errors:

Investigate memory consumption to identify major memory-consuming processes.
Reduce the frequency of cron jobs and remove the jobs that are unnecessary.
Adjust the PHP memory limit per environment to ensure your application can load.
Avoid overriding environment-wide memory limits as this can destabilize your infrastructure.

For detailed information on these steps, visit Memory leaks.

Evaluate resource allocation and caching

Check the logs

Check your infrastructure error and access logs for errors. For information about what to look for, see Searching the error logs to troubleshoot problems.

You can download your logs from the Logs page. For more information, see About Cloud Platform logging.

Contact Acquia Support

Acquia responds to critical urgency requests promptly, regardless of the time of day.

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What to do if your application is down

What to do if your application is down

What to do if your application is down

Did not find what you were looking for?

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