Database upgrade stuck for >36h, production users impacted
Hi everyone,
I triggered a database upgrade 15->17 and it’s been stuck at “Preparing new server” for over 36 hours now. My production users are affected, and the downtime is causing a serious outage.
- Plan: Pro
- Region: AWS us-east-1
- Ticket ID: SU-249035, SU-248444
- Project ID: sumgyrcizgdzglcmdcpl
I filed a support ticket yesterday, but waiting 1–2 business days isn’t an option with users offline.
Would appreciate any help escalating this, as this is a critical production blocker.
Thanks in advance 🙏
3 Replies
@Vova
I had bumped that again an hour or so ago.
So you are in whatever queue there is for it to be handled.
Posting again here does not do anything as this is handled by support and supabase and they don't monitor here.
Note that Pro is not guaranteed 24 hour response even for critical issues, but that is their goal.
Thanks — I thought this might help, since the original poster of that thread got unstuck in about 12 hours.
For me, it’s taking too long. Thanks for help!
He got unstuck because I bumped the thread with another mainly based on several of them at once AND you being over 24 hour. Bad luck the support guy missed yours in the thread... Sorry.
Not clear to me why though you where not in the correct queue to begin with though... For some reason the detection for faster escalation of down systems like this is not working reliably.