Single user automatically redirecting to logout page

matt_staples
Mega Contributor

‎04-20-2016 07:30 AM

We have a single user who for unknown reasons is unable to log into our ServiceNow live instance. When the user logs in through our simplesaml login portal it accepts his details and then redirects him to lboro.service-now,com/logout_redirect.php and then immediately redirects him to our simplsaml logout page. There are no error messages that occur and the whole thing happens instantaneously. .

This only happens with this single user. I've tested his account on my computer and the same issue occurs so it only seems to be his account. His account is active in ServiceNow and I'm able to impersonate it through my admin account without issue.

Not entirely sure where to start with troubleshooting this. I've checked our login rules and UI scripts but could find nothing that would suggest why this is happening. The user is just a customer filling out a form in the Services and has no roles within ServiceNow (other users without roles are able to sign in without any issue).

Can anyone assist? Thanks in advance.

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24 REPLIES 24

xiaix
Tera Guru

‎04-20-2016 07:45 AM

Yes, it appears that he's blocking 3rd party cookies.   Make sure his web browser isn't blocking 3rd party cookies.


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matt_staples
Mega Contributor
In response to xiaix

‎04-21-2016 03:41 AM

Thanks David but like i said it happens on my computer for his account as well. I can also log onto other accounts when on his computer, so it doesn't seem to be related to be cookies. I cleared the cache to be sure but this had no effect.


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xiaix
Tera Guru

‎04-20-2016 07:49 AM

Or.. has he tried logging in directly with the "login.do" page?     (https://your-instance/login.do)


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Atul Kumar2
Giga Guru

‎04-20-2016 07:59 AM

Hi Matt,



if it is okay with you then delete the user preference record for that user and delete the user record and then create a brand new user record for him.


This should not occur.


you can also test prior to deleting this account by concatenating the instancename/side_door.do . if it goes then pls have a cross check with rule and sso configuration but if it is single user issue then there seems not be any issue with SSO/SAML.





Regards,


Atul Kumar