Troubleshooting

Last updated: March 3, 2026

Cannot connect to the database

Check endpoint configuration

Go to Settings and confirm a load balancer is enabled.
Go to Connection and verify an endpoint is listed.

Check network access

If using a public endpoint, ensure your application's IP is not blocked by a firewall or ACL.
If using a private endpoint, ensure your application is on the same private network as the database.

Check credentials

Confirm the username (postgres for PostgreSQL) and password match what is shown in the Connection tab.
Passwords are case-sensitive.

Backups show as disabled

A backup repository must be configured before backups activate.
Go to Backups → Add Repository and connect an Object Storage bucket.
After adding a repository, the status updates to Enabled.

See also: Enable backups with Object Storage

Backup history is empty

Confirm the Status in Backup Configuration is Enabled (not Disabled).
Click Trigger Backup to run a manual backup and verify the repository connection is working.
Check the Operations tab for any failed backup operations.

Database is stuck in a non-Running state

Open the Operations tab and review recent operations for errors.
If an operation shows Failed, open a support ticket from app.americancloud.com with the operation name and timestamp.

"No backups" warning on the database list

This warning appears when no backup repository has been configured. See Enable backups with Object Storage.

Still need help?

Open a support ticket from app.americancloud.com — native English speakers, no ticket queue runaround.