Escalate support ticket? Debug 520?

We have been seeing intermittent connection failures between Cloudflare and our origin (an AWS load balancer) for the last few days. I opened a support ticket (#2368471) at the weekend, and the next day Cloudflare replied:

we found an issue at the colo in Frankfurt, and our team have fixed the issue and this should not happen again

This seems to indicate a fault on the Cloudflare side, and I am grateful for the response. But the issue is not fixed, and the ticket hasn’t had a response in over 24 hours. Meanwhile ~50% of requests to the website are failing with a 520 error.

Is there a way to escalate a support ticket (I’d have thought it would have been escalated for future replies when CF identified a fault on their side)? Does anyone have any suggestions on how we could debug this ourselves?

Yes , Any one from Cloudflare team or MVP can escalate this and also I will flag this fro moderation

Please wait till their reply

1 Like

The only escalations the community can do are for getting free plan tickets re-opened if there is an issue that can’t be fixed from the user side. If you already have a ticket that’s open then it will be in the queue somewhere. I’ll add it to the community queue as well but I doubt that will do much to help if it is open and pending a response.

Issues like this should not be flagged, flagging is for community issues with posts like spam or inappropriate content.


This topic was automatically closed 15 days after the last reply. New replies are no longer allowed.