We have a great set of new articles in the HI Knowledge Base to help you with troubleshooting MID Server issues! Frankie Thompson (frankiendaisy), a staff software engineer, and Chris Thompson (christopher.thompson), a senior technical support engineer (nope, they are not related!) combined their nearly 10 years of experience working here at ServiceNow to dig into the most common MID Server issues that can occur and provide you with solutions. The articles ask you a series of questions and walk you down a path based on your answers.
MID Server upgrading issues
The first path is related to upgrading. Has your instance recently been upgraded manually or through the Quarterly Patching Program? Are you experiencing any of the following issues?
- MID Server status is Down in the MID Server list
- Discovery scans get stuck
- MID Server does not keep running
- MID Server status is Up but is not responding
If any of these symptoms are occurring, work your way through the questions and answers to reach a possible solution. For example:
- Is the MID Server up? If the answer is no, open the agent log.
- Can you read the agent log? If the answer is yes, search for specific phrases.
MID Server user credential issues
The second path is related to user credentials. A MID Server must have a valid user with which to authenticate. If the MID Server cannot authenticate successfully, it cannot perform correctly. You might have credential issues if you experiencing any of these issues:
- All MID Servers are down
- CIs are duplicated during Discovery
- MID Server keeps going down
- MID agent log is reporting 404, could not authenticate
- MID Server upgrade is hung
- Cannot restart MID Server
If these symptoms are occuring, go through the questions and follow the path based on your answers. For example:
- Does the MID Server user password contain special characters? If no, keep troubleshooting - special characters in the password do prevent authentication.
- Is the MID Server user locked out? If you don't know, follow the steps provided to determine if the user is locked out.
Additional information
- Troubleshooting Guide: MID Server (Landing page for the new set of troubleshooting articles on HI written by Frankie and Chris)
- MID Server (product documentation landing page for MID Server information)
- Required configuration for MID Server (product documentation about setting up MID Server user credentials)
- Troubleshooting ServiceNow MID Server Issues (video on the ServiceNow YouTube channel)
- Quarterly Patching Program Customer FAQ (common questions about the QPP with detailed answers)
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