Why an app might be stopped or unreachable

If an app is not responding, the panel will usually tell you why before you have to guess.

Check the status first

Open the app. Its status is one of:

• Running — the platform believes it is up. If it is not responding, the problem is inside the application rather than around it. Check the Console tab and the app's own logs.
• Stopped — someone stopped it, or it exited. Start it from the Overview tab.
• Deploying — still coming up. Apps with databases restart a few times on the way; give it a minute.
• Suspended — see below.
• Error — the platform found something wrong and the reason is shown on the page.

Suspended

Three things cause it:

1. Data transfer exceeded. Restores itself at the start of the next month. See Data transfer and what happens if you exceed it.
2. Unpaid invoice. Pay it and the subscription is restored. Renewal notices go out seven days before a term ends, suspension follows three days after the due date, and termination fourteen days after.
3. Administrative action. Rare, and you will have heard from us.

An app that keeps restarting

Usually a configuration problem inside the app — a bad environment variable, a setting the application rejects. The Console tab and the app's logs will say which. If you changed something just before it started happening, change it back.

After a failed update

We roll back automatically to the build you were on. If an app is misbehaving after an update and did not roll back, restore your snapshot.

When to open a ticket

If the platform is at fault — the app is Running and unreachable, a restore fails, a snapshot will not complete — open a ticket and say what you have already tried. Support is in the same panel, so a ticket already knows which app you mean.