hi I am having an issue where we can't access our good data instances we are getting an http error 500 when we try and access it

Hello! An HTTP 500 error when accessing your GoodData instance indicates a server-side issue. This type of error generally cannot be fixed on your end and is often related to temporary problems with the GoodData platform or its infrastructure. Here are some key points and steps you can take, based on recent similar cases: 1. Check GoodData Status and Announcements: Sometimes, outages or disruptions are caused by issues with GoodData’s infrastructure or their cloud provider (such as AWS). You can check for service announcements or status updates on the [GoodData support site](https://support.gooddata.com/hc/en-us) or in the relevant incident articles if available. For example, there have been recent incidents where AWS outages affected GoodData services, resulting in 500 errors and computation issues. These were resolved once the underlying provider issue was fixed, and customers were advised to retry their requests as services recovered[Mon, Oct 20th, 2025: Unexpected GoodData Cloud Issue](https://support.gooddata.com/hc/en-us/articles/45757620506515-Mon-Oct-20th-2025-Unexpected-GoodData-Cloud-Issue). 2. Retry the Request: In many cases, these errors are temporary. Retrying after a short period may resolve the issue, especially if the outage is being actively addressed by GoodData or their infrastructure provider. 3. Check for Known Issues: If you are using specific data sources (e.g., Databricks), there may be ongoing fixes or hotfixes being applied. In such cases, GoodData support typically communicates when the issue is resolved and asks users to confirm if the problem persists. If you are still experiencing issues after a fix is announced, let support know[Community Slack - Databricks 500 error](https://gooddataconnect.slack.com/archives/C04S1MSLEAW/p1719929548648079?thread_ts=1719929548.648079&cid=C04S1MSLEAW). 4. Provide Trace ID to Support: The 500 error response usually includes a

traceId

. This ID is crucial for GoodData support to investigate the root cause. When contacting support, always include this traceId so they can quickly locate the relevant logs and provide assistance[API Errors Documentation](https://www.gooddata.com/docs/cloud/api-and-sdk/api/errors/). 5. Cache Issues: In some cases, clearing or invalidating the cache has resolved 500 errors, especially when related to data or visualization objects. You can follow the cache management instructions provided in the GoodData documentation or as advised by support staff[Cache Management](https://www.gooddata.com/docs/cloud/connect-data/cache-management/reload-cached-data/). If the issue persists after these steps, please contact GoodData support directly with your traceId and any relevant details. They can investigate further and provide a resolution. Let me know if you need help finding the traceId or have any other details to share!

Hi Chris, our team is currently looking into this issue and we will get back to you shortly with more details.

Thank you

Can you please try once again and let me know if you’re still seeing any issues?

I am back in now thank you

Happy to hear that - Please note, we did not post a public service announcement for the issue, as the issue was swiftly identified and actions were taken to quickly resolve the issue.

am i able to find out what happened?

An internal service stopped responding during a routine update. The service was restarted and all appears to be working OK now. We gathered diagnostic information before the restart and we are analyzing it now.

great thank you