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

[Erica2]

We cloned the development instance from production yesterday in preparation for the upcoming upgrade from the Xanadu release to Zurich. After the clone, the development MID Server went down, and we are currently investigating how to resolve the issue.

For educational purposes, after a clone is completed, do the MID Server credentials (Development) need to be resynchronized, or do they automatically sync?

[shubhamseth]

@Erica2  After upgrading to Zurich, we observed some different behaviour where the few properties are not enabled as expected. I request you to check whether are you able to see MID Server Properties starts with mid.logging and there are 4 properties… 

please confirm if these are there. 

[Erica2]

We have not upgraded to the Zurich release. We only cloned the development instance from production, which is currently running the Xanadu release.

[shubhamseth]

@Erica2 Oh ok! Did you get a chance to check the logs once? Is there any error that you see? Did you observe that MID Server Service is keep restarting automatic?

[Erica2]

Hi @shubhamseth 

Here is the log: 

2026-01-20T15:56:05.527-0800 WARN (StartupSequencer) [UserConfigTest:38] Could not authenticate user 'mwdsccm' on the ServiceNow instance
2026-01-15T15:56:05.527-0800 ERROR (StartupSequencer) [StartupSequencer:715] test failure
java.lang.IllegalStateException: User: mwdsccm cannot be authenticated. User does not exist, or missing the proper roles. If you have deleted or changed the MID server keystore, and config.xml mid.instance.password value is encrypted, you may need to change this value to plain text (during MID startup, password is re-encrypted using current keystore and written back to mid.instance.password).
at

com.service_now.mid.services.StartupSequencer.runTests(StartupSequencer.java:653)