Trouble Setting Up Certificate-based authentication

[Dindras]

Hi,

Hoping someone may have a hint on how to troubleshoot this.  Trying to setup a Certificate-based authentication and running into an issue with actually logging in.  

The plugin was installed, setup done based off this documentation. The User to Certificate Mapping is setup for test login, and validates. But when I try to actually use the PIV/CAC login page I get "Login using PIV/CAC card failed. Please close your browser, ensure your card is inserted and try again.  

I can confirm when I first navigate to the instance, it does ask for the PIV and certificate is selected and I can register the PIV from the profile page (and says its already registered).

Wondering if anyone knows any potentially not referenced steps or sys_properties or where I can find how it validates.

I've been trying to find the link within the system (/login_with_certificate.do?sys_action=sysverb_login_with_certificate) but have been unsuccessful in locating it to determine where the issue is.  There is no error either in the browser console or in the instance logs.

Any help would be greatly appreciated.

Thanks

[Bhuvan]

@Dindras 

See if below helps

https://www.servicenow.com/community/developer-forum/why-am-i-seeing-certificate-based-authenticatio...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Dindras]

Unfortunately that doesn't.  We have enabled certificate based authentication so it is expected to potentially see some errors about PIV/CAC in the logs; and the error message for login doesn't appear in the logs.

[kaushal_snow]

Hi @Dindras ,

This issue often arises when the Certificate based Authentication plugin isn't properly activated or configured.....Ensure that the plugin is installed and that the necessary system properties, such as glide.authenticate.mutual.enabled, are correctly set. Additionally, verify that your browser supports PIV/CAC authentication and that your smart card is properly inserted and recognized. If the problem persists, checking the browser console for any related errors or consulting the ServiceNow documentation on certificate based authentication may provide further insights....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Dindras]

I believe it's setup correctly and all settings I can think of work.  I am also able to register certificate and validate it, so it can read the cert from the browser and confirm that it works correctly.  It just is unable to when I try the login.