Few users getting logout successful screen when trying to logon.

[John Vo1]

I have a few users that gets the logout successful screen when trying to log into SN.  I see that the issue is.  The user id is different then the email address.  

User id is john.do@example.com

email is john.do@exampleinc.com

We use SSO and how do I fix this issue since I can't update the email address to match that user id in AD.

[Geetanjali Khy2]

Hi John,

In this case 1st thing to check is the user is Active or not (Active = true), if it is not then you get logout message.

OR, 

You can ask to update the email address who has that rights to update user data.

Kindly mark the answer as Correct and Helpful if this answers your question.

Thank You.

Regards,

Geetanjali Khyale

[John Vo1 · Accepted solution]

I found this HI article.  Right now mine is pointed to email.  I was wondering if anyone has try to change to user_name and had any other issue?

https://hi.service-now.com/kb_view.do?sysparm_article=KB0788105

[Jaspal Singh]

Great to know article is of use.

You can change it to user_name but you need to ensure that same has been configured at IDP (identity provider) end as well.

[Mike K1]

We had this same issue where end users attempt to log in to ServiceNow but they were directed to a logout successful screen.  We found the SSO x.509 certificate expired.  Once we created a new Azure trusted store certificate, users were able to log back on.