MID Server shows down on instance but the Service is Running on MID Server

[TJ_Ensono]

Issue: MID Server shows Down on ServiceNow Instance

Action:

Checked below items:

1. Access to MID Servers – It’s reachable & accessible.

1. Services state: Run services.msc and search for the service starting with “ServiceNow MID Server”. – It’s in running state

1. If Last updated Date&Time of below > MID Server last contacted successfully
   1. Credential used for MID Server in sys_user ServiceNow table – Last updated more than a year ago
   2. Credential: int_midserver user in ServiceNow sys_user table is not Locked & is Active.
   3. “config” file on MID Server “agent” folder – Last updated more than a year ago
   4. “config” file has username & password; proxy usage set to true

1. If services is not running, verify credential on server used for the service by Double clicking the service and click the “Logon” tab to see the account name. – update password if unsure. – Service was in running state & able to restart so not an issue with account on server configured for the service

1. Opened instance inside the MID Server to check connectivity – Able to see the login page & logged in with same instance credentials as configured on sys_user table for MID Server.
2. TCP connection to instance if running on port 443 using below command:

Test-NetConnection myinstance.service-now.com -Port 443

With above findings, we analyzed MID Server is able to connect to instance without proxy and hence tried updating the “config” file inside agent folder by taking a backup of existing config file. We made below updates to the config file:

Old: <parameter name="mid.proxy.use_proxy" value="true"/>

New: <parameter name="mid.proxy.use_proxy" value="false"/>

Saved the file and restarted the ServiceNow MID Server service from the services.msc

After few secs, the MID server record has shown an update and Status said Up

Next we need to validate the mid server. Under Related Links we did “Invalidate” and “Validate”

The MID Server went down for few secs and has validated and is up and running 😊

                                        !!! ISSUE RESOLVED !!!