Access Issues in DEV After Clone from PROD

RenataN
Tera Contributor

Tuesday

We performed a clone (PROD → DEV) last night, and today we are encountering access issues in the development instance. Below are the actions we have taken so far:

  • We attempted to log into the development instance using the production username and password, but received an "invalid username or password" error.

  • When we switch the URL from PROD to DEV after logging in, the system displays a "Logout Successful" message.

  • We tried accessing through the side-door to bypass SSO, but the same "invalid username or password" error occurs.

  • We also attempted to use the local admin account, but were unable to gain access to DEV.

Additionally, we included the sys_user table in both the "Exclusions" and "Preservers" lists.

 

Thank you in advance!

0 Helpfuls

Tanushree Maiti
Tera Patron

Tuesday

Hi @RenataN 

 

Refer:

 

1)KB0714721 User unable to login after clone 

2) Try bypassing the SSO page using the direct login URL (side_door)

 

  • In your web browser, navigate directly to your instance URL and append /side_door.do
  • Enter the credentials for a local account 
  • Once logged in, you can navigate to Multi-Provider SSO -> Identity Providers and check your non-prod IdP configurations

 

 

If the side_door.do login fails and you do not have a functional local admin account, you will need to reset the admin password. Submit an incident request on the Now Support Portal to have a ServiceNow administrator reset the local password on your sub-production instance

 

3) Go to https://<your_instance_name>.service-now.com/login.do ,using Admin login and follow the steps

How to block local logins and allow only SSO user logins in ServiceNow? -- Part1

4) Ensure with  sys_user, sys_user_has_roles ,  sys_user_grmember tables are preserved

 

5) check KB: KB2968916 Invalid username or password in Clone Admin Console 

 

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
0 Helpfuls

Tanushree Maiti
Tera Patron

Tuesday

Hi @RenataN 

 

If nothing works, Raise a case(Hi Ticket) to Your ServiceNow Vendor.

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
0 Helpfuls