Unable to See ‘Restart MID’ Link on Test Instance

[Erica2]

Hello,

We refreshed the test instance yesterday. The Mid Sever status is shows down and we would like to manually start the MID Server. However, the “Restart MID” option is missing from the related links. Could someone please advise how to make the “Restart MID” link appear?  Thank you

[Matthew_13]

Hi Buddy,

  This is actually normal, especially after an instance refresh.

The “Restart MID” link only shows up when the MID Server is already running and communicating with the instance. It doesn’t start a stopped MID — it just sends a restart command to a MID that’s already up. Since your MID status is Down, ServiceNow can’t reach it, so the link is hidden.

What you’ll need to do:

• Log into the server where the MID is installed

• Start the MID service manually (Windows service or start.sh on Linux)

After that, once the MID checks in and the status changes to Up, the Restart MID link will appear automatically.

Also worth double-checking after a clone:

• config.xml points to the refreshed test instance

• MID credentials are still valid and not locked

• No proxy or certificate issues were introduced

So nothing is broken in the UI — the MID just has to be started locally first.

@Erica2 - Please mark Accepted Solution and Thumbs Up if you find Helpful 🙂

[Erica2]

Thank you so much for helping @Matthew_13 

I realized that the Restart MID link appears after the Server Team reboots the server. However, the MID Server state is still showing “Down” with the following error:

Login authentication failure for user mwdsccm associated with MID Server 5b53d781dbde2810c474d34b5e961. Please check the password on the MID Server.

I am assuming the password on the MID Server does not match the password configured for the user. The Server Team has provided me with the correct password; however, I am unsure how to update the password for this user in ServiceNow.

[Matthew_13]

Yes, your assumption is correct — this is a credential mismatch.

The MID Server is now starting, but it can’t authenticate because the password it’s using doesn’t match what ServiceNow has for the MID user (mwdsccm).

To fix it, the password needs to be updated in both places:

1. In ServiceNow

   • Go to User Administration > Users

   • Open the user record for mwdsccm

   • Click Set Password and enter the password provided by the Server team

   • Make sure the user is not locked out

2. On the MID Server

   • Open the MID Server config.xml file

   • Update the password value to match what you set in ServiceNow

   • Save the file and restart the MID Server service

Once the credentials match and the MID is restarted, the status should move from Down to Up and the authentication error should clear.

Nothing else needs to be changed — this is a very common issue after a reboot or instance refresh.

@Erica2 - Please mark Accepted Solution and Thumbs Up if you find Helpful 

[Erica2]

The user is not locked out; however, I am having difficulty with this area, as the password field is not editable.