MyNow occasionally loading u16 when opening Support > GetSupport

[MichaelP1]

Occasionally when I open the MyNow portal and navigate to the Support > Get Support page, I am prompted with a u16 page, rather than the expected portal page.

Does anyone else have this issue or have any ideas how to resolve it?

Reloading the page doesn't always resolve it.

[kaushal_snow]

Hi @MichaelP1 ,

I’ve seen something similar where sometimes the Get Support page in MyNow shows a u16 page for some users. It usually comes down to a misconfigured page/widget, permissions, or missing content in that instance.

What I'd check / try:

Inspect the page URL when “u16” shows up, see if there’s a sys_id=u16 or similar. In the instance environment, verify that the Get Support portal page (widget / content item) is active/ published. Maybe it’s inactive or missing for certain roles. Check user roles / ACLs to see if some users don’t have permission to view the “Get Support” widget or page.

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[MichaelP1]

This is on the Service Now (mynow.servicenow.com) page... I do not have access to view the permissions on that site!!!!!

When navigating to the support.servicenow.com link, it will redirect me to ServiceNow Self-Service | ServiceNow (support.servicenow.com/nav_to.do?uri=%2F$pa_dashboard.do%3Fsysparm_dashboard%3D6e2ea28ddbe9a700d6a102d5ca9619b8).

[Bhuvan]

@MichaelP1 

Login to Support Portal -> Profile -> Switch to Advanced

Go to Settings [right top] -> Theme -> Turn on Next Experience

To Turn off Next Experience -> Settings -> Preferences -> User Experience -> Turn off Next Experience

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@MichaelP1 

Screenshots from your Support Portal are Performance Analytics Dashboards using Classic UI and ServiceNow Support instance might not have migrated the dashboards to Platform Analytics PAR dashboards yet.

It might be updated in future but this is expected behavior with Self-Service PA dashboards. You can check with ServiceNow Account Manager or representative for more information.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan