Single user automatically redirecting to logout page

[matt_staples]

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.

[matt_staples]

Thanks Atul. Our accounts are created through AD and a saml login so no one except admin can get in through the sidedoor or login.do.

I've opted to deactivate the account in the live instance and have it be recreated overnight through our import system. Will see if it works tomorrow.

When you say delete the user preference record, do you mean these or something else (these are the ten that show up for this user)?

Thanks for your help.

[Dr_Bruce]

Matt, does the same happen on the Dev instance when you emulate there?

On 21 April 2016 at 11:48, matt.staples <community-no-reply@servicenow.com>

[matt_staples]

Hi Bruce.

I can't emulate it exactly as test and sandbox don't link through SSO, but i'm unable to login as the user through the sidedoor either way.

[shill]

Did you ever resolve this? Having the same issue.

Seems that I have seen this before, but for the life of me, I cannot remember what I did to resolve.

[Steven Parker]

Do you end up resolving this?   We have 1 user this morning who is having "logout_redirect" issue.   It seems like I fixed this in the past as well, but can't remember what we did to resolve it.