User Cannot Access after Updating AD/LDAP Password

[MGanon]

We import users and groups from AD/LDAP and use AD/LDAP to authenticate users into ServiceNow. A user change AD/LDAP password and now cannot access ServiceNow. User can log into local computer with AD/LDAP password and could access ServiceNow with old AD/LDAP password prior to password change. The ServiceNow message is "User name or password invalid".

Manually changing the user's password in ServiceNow to match the AD/LDAP password has no affect. Also, the 'Change Password" UI link returns an error that the old password is incorrect, even when manually setting the password.

We are not orchestrating direct AD/LDAP password updates from ServiceNow. Does ServiceNow cache old passwords when authenticated with AD/LDAP? Is there something else that we are missing?

[Michael Fry1]

Did the user clear their browser cache or try a different browser or different computer?

Changing the password on an account that syncs with AD doesn't do anything as the password is only stored in the session, not SN.

[MGanon]

Tried and failed with different browsers and cleared cache.

[Michael Fry1 · Accepted solution]

Is this a new LDAP connection or has this been up and running for a while?

Is issue with one user or all users?

If you change something on their user record in AD that's syncing with SN, does it update in SN? IE Title, location, something like that

Did you check the LDAP Logs?

Did you check the system logs that might give you a clue?

[MGanon]

The issue is configuration management: a URL redirection was misconfigured without our knowledge. After they reverted, access was restored.