Unable to login to ServiceNow community from laptop

[DeepthiR4728719]

Hello @Servicenow 

I am unable to login to community via laptop. It displays a message as Authentication Unsuccessful. Recently I migrated all the achievements and profile information from company ID to personal Gmail account.

Since then I am unable to login via a laptop. On mobile I am able to login.

I sent couple of emails to servicenow community support to advise on this, but didnt receive a response till date.

I request someone to look into this at the earliest.

Thanks

Deepthi

[GlideFather]

Hi @DeepthiR4728719,

what happens when you log in and navigate to this

https://learning.servicenow.com/now/lxp/learning-dashboard 

If you have issues logging in, then contact SN from the SNU's Help Centre by creating cases on the right side.

Perhaps you will have that chance from your mobile to do so.

Good luck!

EDIT: eventually you can navigate to the login page and click this to get assistance even without logging in:

https://signon.servicenow.com/x_snc_sso_auth.do?pageId=login 

 

[DeepthiR4728719]

I am able to login to Now learning, able to submit cases, able to access my PDI. The only issue is community login from a laptop. The moment I sign in with my credentials,  it gives me an error message as Authentication Unsuccessful.

Thanks

Deepthi

[SohamTipnis]

Hi  @DeepthiR4728719,

This usually happens after account migrations, especially when switching from a company ID to a personal Gmail in ServiceNow Community. Since mobile login works, your account itself is fine; it’s more likely a browser/session or identity sync issue.

Here are a few things you can try first (quick fixes):

• Clear browser cache and cookies (very important after migration)
• Try Incognito / Private mode
• Use a different browser (Chrome ↔ Edge ↔ Firefox)
• Make sure you're logging in using the same Gmail account you migrated to (no auto-login with old org ID)
• Disable any VPN or extensions temporarily

If that still doesn’t work, then it’s likely a backend identity mismatch between your old company account and the new personal one.

You can refer to the below articles:

https://www.servicenow.com/docs/r/customer-service-management/communities/register-community.html

https://www.servicenow.com/docs/r/customer-service-management/csm-workspace-respond-to-thread.html

https://www.servicenow.com/docs/r/platform-user-interface/edit-login-features-u-n.html

Let me know if this helps!!!!😀

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

[DeepthiR4728719]

Thank you. I performed all these steps and still the same issue.