DocumentationExperience Cloud KCS

Troubleshoot DEV access and RDE restart or hibernation issues in AEM as a Cloud Service

Last update: September 1, 2026

This article explains how to investigate an inaccessible Adobe Experience Manager (AEM) as a Cloud Service DEV environment and repeated restarts or hibernation in a Rapid Development Environment (RDE). To fix this, verify the environment URL and access behavior, document the RDE lifecycle events, collect the available diagnostic information, and contact Adobe Support if the issue persists.

Description description

Environment

  • Adobe Experience Manager as a Cloud Service
  • Development (DEV) environment
  • Rapid Development Environment (RDE)

Issue/Symptoms

  • The DEV environment is inaccessible.
  • No specific error message or HTTP status code appears when you attempt to access the DEV environment.
  • The RDE restarts or enters hibernation repeatedly, including during active use.
  • The RDE restarts or enters hibernation approximately every hour.

Resolution resolution

Follow these steps to investigate the DEV access issue or repeated RDE restarts and hibernation events:

  1. Confirm that you are using the correct DEV environment URL. Find the environment URL in Cloud Manager under your program’s Environments section.
  2. Attempt to access the DEV environment from different browsers or devices to rule out local access issues.
  3. Check whether the access issue affects all users or only specific users.
  4. Record the details like Error messages, HTTP status codes, Timeouts, Screenshots of the error, The approximate time of the issue, including the time zone that appear when you attempt to access the DEV environment
  5. If the environment appears available but access issues persist, provide the recorded details and contact Adobe Support for further investigation.
  6. For an RDE that restarts or enters hibernation during active use, document the frequency and timing of each restart or hibernation event, including whether the event occurs approximately every hour.
  7. Observe and record patterns that coincide with the RDE restarts or hibernation events, like User activity, scheduled jobs, and other activity occurring when the event start.
  8. Collect any error messages or logs observed when the RDE restarts or enters hibernation.
  9. Provide the recorded RDE details, error messages, and logs when you contact Adobe Support for further diagnosis.

Notes:

  • RDE environments may hibernate automatically after periods of inactivity. Repeated restarts or hibernation during active use require further investigation.
  • Before sharing screenshots, logs, or diagnostic details, remove customer-specific URLs, environment identifiers, usernames, credentials, tokens, and other sensitive information.
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