Consumer User unable to Login on ServiceNow Now Mobile App in Mobile device

[PrithviK]

We have a consumer user who is unable to sign into ServiceNow Now Mobile app. A consumer user was created through csp portal(https://xxxxx.service-now.com/csp). The user has got sn_customerservice.consumer role automatically. This role also inherits snc_external and sn_esm_user role. Now when I tried login through the users credential on Now Mobile app, the user cannot be logged in. 

• Instance - Paris
• Mobile Device - Android
• I can impersonate the user and is able to access the Desktop version via csp portal
• User is able to download the now mobile app on device
• When user logs in with credential it keeps spinning as if trying to login but never logs in (See attached Image)
• See attached image

I am not facing any issue with the same scenario in New York version of instance. Any solution for this is much appreciated!

[Ankur Bawiskar · Accepted solution]

@prithvikumari.cse@gmail 

Please try these steps below:

1. Navigate to /sys_properties_list.do
2. Find the glide.rest.global.honor_snc_internal_flag property in the list, or create a new one with that name if you don't have it.
3. Change the value to false and save

reference:external users not able to access Now Mobile App

Cannot get external users to see applets in now mobile

Regards
Ankur