can't find this Cloud URL atlassian.net

[Nikolaos Lazaridis]

Hello 

My Jira brings the attached error today and as i checked the status the url says not exist.

thank you

Nikos

[Stephen Sifers]

Hello, We're sorry you've been impacted by this incident. We have sent email communications to all affected customers which provide further details of the incident as well as a link for live status updates. Reach out to us at https://support.atlassian.com/contact if you have any questions or concerns.

Additionally, we’re checking and validating anyone who has posted in Community to report their site has been impacted and we are creating a support request on their behalf. If you’re unsure if an issue has been created for your site we suggest reaching out to your site admins or technical contacts.

Regards,
Stephen Sifers | Product Lead, Community

[Kishan Sharma]

Hi @Nikolaos Lazaridis 

Atlassian is continuing to work on issues with multiple instances that are showing under maintenance impacting some Jira Work Management, Jira Service Management, Confluence, Jira Software, Atlassian Access and Opsgenie Cloud customers. They have identified the root cause and planning for mitigation steps.

I would suggest subscribing to - https://jira-software.status.atlassian.com/incidents/gms0m979jxbr so that you get notifications on the latest status updates.

[Karim Abrik]

We were subscribed from the beginning, when promises are made, please follow up on them:

at 09:01 UTC "We will provide more details within the next hour."

But the update took more than 2 hours!

[Shane Doerksen]

Hello @Nikolaos Lazaridis ,

Sorry to hear about your site being down. Many of us are in the same position.

I don't have a lot of information, but I will share what I have.

Short answer: they've accidentally wiped out our sites, they're working to recover them, and nobody has a firm estimate of when that will be completed.

Long answer: We received an update on our support ticket this morning that said they have restored 23% of the sites, but there is still not an actual estimated time for completion.

Just in case you haven't received a support ticket or email about this already, basically what happened was that a maintenance task at Atlassian went wrong somehow, and an unknown number of sites were disabled / removed / deactivated. They're currently figuring out how to recover from this and get everyone online.

There are some other service desk threads in community that have more information about this as well.

If you want to raise a support ticket, Atlassian has said that you can submit the support form as a billing problem (which will not require the cloud URL, as that won't currently exist) and then they will transfer it to the correct team internally.

Their support team has also been creating tickets from forum posts like yours, so that might have been done for you already.

After you have a support ticket, they will send updates there as to when your site is being actively worked on. It's my understanding that this is a manual process and they are working through the queue segment by segment.

[Kishan Sharma]

Thank you for sharing this useful info @Shane Doerksen 

[Pramodh M]

Hi @Nikolaos Lazaridis 

Navigate to start.atlassian.com and see if you have access to any site

If you have access to any site, it will listed in start.atlassian.com

Thanks,

Pramodh

[Karim Abrik]

We have access to Jira Software, Jira Work Management and Confluence, but Jira Service Management and Insight have vanished.

[Stephen Sifers]

Hello,
We apologize for the length of this ongoing incident and for not being more proactive in our communication with you. We understand how mission-critical our products are for you and want to make sure we are relaying the most accurate information possible.

While we really want to get in front of you live to answer your questions, we are prioritizing getting customers up and running first and foremost. We will host an AMA (Ask Me Anything) after we get all of our customers fully restored.

In the meantime, please add your questions here and we will respond as quickly and transparently as we can. Some questions may not be answered until we do an official PIR, but we will let you know that and answer as much as we can now.

Our Chief Technology Officer Sri Viswanath has posted a blog about this incident with more background and details, and our team is working around the clock to move through the various stages for restoration.

We are working 24/7 to restore your service. Thank you to those who have been sharing all the information you know from your support requests. Thank you for being open, honest, and caring for your fellow Community members. This speaks a lot about what makes Community a special place.

Lastly, if you're unsure if a support request was raised on your behalf, please let me know, and I will personally check. My team and I went through all Community posts related to this incident to ensure everyone's site had a support request.

Regards,
Stephen Sifers | Product Lead, Community

[Dan Ward]

We have the same.

When we go to start.atlassian.com it shows that we have no products but we can try the software we already pay for.

When trying to raise a support request, our site URL can not be found.

[Karl Jorgensen]

Same for us.

At the moment most of the technical side of our company is badly affected

We were relying on Jira and Confluence. Obviously that was a mistake we cannot afford to repeat.

[Shane Doerksen]

Hi @Dan Ward , @Karl Jorgensen 

Just to add this here, Atlassian has said that you can submit the support form as a billing request (which will not require the cloud URL) and then they will transfer it to the correct team internally.