ServiceNow SAML Error When Logging Into ServiceNow

[Vamsi43]

Hello Everyone,

Many of the customer users are reporting they are unable to authenticate to the production instance. This is NOT impacting all users though.

When they provide their login credentials ( user name and password) they are stuck on the screen (no errors) for 2-3 seconds and then they are re-routed back to the login page.

We are able to find the below errors in the logs, Can anyone please review the error and confirm the cause and solution.

1. SAML2Error: SAML failed to login, Status code is urn:oasis:names:tc:SAML:2.0:status:Responder. When it is supposed to be urn:oasis:names:tc:SAML:2.0:status:Success
2. TypeError: Cannot convert null to an object.

Thanks 🙂

[karteeknidubrol · Accepted solution]

Hi @Vamsi43, it looks like something to do with their profiles at IDP side. Incase if you haven't checked already below is the link to the support knowledge article(read the description) on this issue.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0781078