Our services aren't available right now

Question

We've been using Azure CDN for a long time without any problems. A while ago we had to disable it because pages were failing to load with a message similar to the following:

Our services aren't available right now
We're working to restore all services as soon as possible. Please check back soon.

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We raised a support request just over 3 months ago, and the best that they've managed to come up with is "disable caching" because that makes the error go away. Aside from the fact that that kind of negates the reason for using a CDN in the first place, the pages showing the error already have a "cache-control: no-store" header on them so the CDN shouldn't be trying to cache them.

Trying to explain this to the support representative is proving to be quite difficult, as they're insistent that us making rules in the rules engine for every page (which as well as being difficult to maintain will also be something that we need to pay extra for) is the right way to go.

Any chance someone could shed some light on this, or find a way to escalate our case?

EDIT: I forgot to mention that it also appears to only affect a subset of the CDN infrastructure. Some of our devs are able to access the page fine while others get the error. Changing browsers / incognito windows etc does nothing so it must purely be based on geography and which node is getting hit

EDIT2: Also forgot to mention that we've tried purging the cache and that has had no effect. It also affects more then one of our CDN endpoints pointing to more than one App Service.

Answer 1

Hello @Matthew Steeples ,

You were receiving "Our services aren't available right now" error in a subset of your Azure CDN infrastructure.
You raised a support request over 3 months ago but the provided solution was not acceptable in your setup, so you wanted to escalate the support request.

We requested you to email us with the support request number and then we escalated the case internally to engage SMEs and backend team for deeper investigation and proper assistance.

We checked the support request again and we can see the internal SME team has requested some logs from you and are working on it right now.

Kindly let us know if the above helped or you need further assistance on this issue.

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