Servicenow Login Issue

[tulasi8]

hi community,

after completion of upgrade in test environment. There is a SSO login issue for users. Can you please assist how to resolve this issue.

"Invalid SSO used for login. please contact your administrator"

Regards,

tulasi.

[Dr Atul G- LNG]

Something AI Suggetsed

This error occurs when ServiceNow cannot match your login credentials with an active Identity Provider (IdP). Common causes include an incorrect Source (SSO Source) value on the user record or a mismatch in the user identifier used for authentication (for example, matching on Email instead of User ID).

If you are a system administrator, you can troubleshoot the issue using the following steps:

1. Verify the User Record

   • Open the user's record (sys_user).

   • Ensure the Source (SSO Source) field matches the configured Identity Provider exactly.

   • If the user should authenticate using local credentials, clear the Source field.

2. Check the User Lookup Property

   • Review the Multiple Provider SSO property:

     • glide.authenticate.multisso.login_locate.user_field

   • Ensure it is configured to use the correct field (for example, user_name or email) based on your IdP configuration.

3. Review Identity Provider Configuration

   • Verify that the Identity Provider is active.

   • Confirm that the NameID or user identifier sent by the IdP matches the field configured in ServiceNow.

4. Review Logs

   • Check the System Logs and SSO-related logs for authentication errors.

   • If the issue occurs only when accessing a Service Portal, review the portal's SSO configuration and redirect settings.

5. Verify Service Portal Configuration

   • If users are redirected to the wrong portal or login page, review the portal configuration and ensure the appropriate login page and redirect settings are configured correctly.

By validating the user record, SSO properties, Identity Provider configuration, and portal settings, you can usually identify and resolve the authentication mismatch causing this error.

[Tanushree Maiti]

Hi @tulasi8 

1) Bypass SSO temporarily  for Admin login into the instance using link: https://<your_instance_name>/login.do

2)

Validate sys_properties value: glide.authenticate.multisso.login_locate.user_field.

Ensure the value is strictly in lowercase: email or user_name.

3) Refer KB: KB0787991 SSO users fail to get redirected to the IDP : "SSO Provider not found or inactive at user ... 

Resolution

In the SSO Source field, enter one of the following:

• For SAML users, enter sso: followed by the sys_id of the identity provider's record.
• Validate that the sys_id of the IDP record in Servicenow is the value in this field

4)If user getting issue in portal  , follow KB:

 KB0959787 Service Portal SSO login does not redirect users back to Service Portal 

5)Ensure test users have not been marked as Active = false or Locked out = true

6)  Check log:

• Go to Multi-Provider SSO > Administration > Properties.
• Check the box for Enable debug logging for Multi-Provider SSO.
• Attempt a login using an incognito browser tab, then check the System Logs for the exact SAML validation failure.