4
Jan 31
7 / 7
Feb 24
Feb 24
T_S2T S
Jan 31

I have upgraded my Free cluster to Flex and now without changing anything it does not connect. My whole app and website are down for hours!

I have access from everywhere enabled, and the connection string is the same as before.

mongodb+srv://:@cluster0.*****.mongodb.net/

mongodb+srv://:@cluster0.*****.mongodb.net/?retryWrites=true&w=majority&appName=Cluster0

Neither compass or the app are able to connect anymore.

4
Anurag_KadasneMongoDB Employee
Feb 3

Hi there

I’ve sent you a DM and am awaiting your cluster details. I unfortunately will be unable to investigate the issue without it. Please respond to me at your earliest convenience.

Thank you,
Anurag

19 days later
Jitendra_Kumar4Jitendra Kumar
Feb 22

I have the exact same problem… production servers stopped connecting…

and there is no support even for the paid plans… no one is responding on the support…

I made a big mistake in choosing this service

Anurag_KadasneMongoDB Employee
Feb 24

Hi Jitendra_Kumar4

Basic support is available 24 hours a day 5 days a week (i.e. not available on weekends). You can upgrade to other support tiers if you want better availability for support (find more details here)

I have reached out to you over DM for your cluster information. Please respond so that we can look into this further.

Thanks

Jitendra_Kumar4Jitendra Kumar
Feb 24

in case someone else faces this problem…

looks like all servers restart are required…
I suspect that they change the replica set DNS and that’s cached somewhere…

Separately, Support is really bad… it say back after 2 days… you expect us to have production system down for 2 days?

Anurag_KadasneMongoDB Employee
Feb 24

Hi Jitendra

I appreciate the feedback. I understand the speed of our support is slow, but it may have been because of the weekend. Sorry about that. As mentioned in my previous message, basic support is available 24 hours a day 5 days a week (i.e. not available on weekends). You can upgrade to other support tiers if you want better availability for support (find more details here)

What driver and driver version were you using to query your database?

I will investigate this further.


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