I keep getting 'Logout Successful' when trying to login via mobile app and browser.

[Lee13]

After previously working without any problem I can no longer login to my ServiceNow Classic or Now mobile apps.

After using what I know is the correct details I keep receiving a 'Logout Successful' message.

Incidentally if I intentionally type a incorrect password I get a in app message in red stating 'Password does not match' and I do not reach the 'logout successful' message which suggests when I am getting 'logout successful' I am authenticating ok.

I have checked my user account and the 'Locked Out' checkbox on my account is not checked.

I have tried on both phone and tablet but response is the same; I have also tried the login.do url from these devices and still the same result.

I have tried delete and reinstall; have also cleared cache but all roads lead back to 'logout successful'.

Any ideas would be appreciated.

Regards,

Lee.

[Todd Volpe2]

Hi Lee,

I know you mentioned you check for locked but is any type of SSO turned on or LDAP?

Have you tried logging in as the user from the platform or portal?

https://{instanceID}.service-now.com/mesp?id=sc_cat_item&sys_id=060f3afa3731300054b6a3549dbe5d3e

Replace the instance ID with your instance and see what happens when you try to login. 

[Lee13 · Accepted solution]

Problem solved... In SAML response servicenow were receiving Audience URI as: https://*********prod.service-now.com however the expected Audience URI is: https://*********prod.service-now.com/ Had our SSO support update the backend to include missing / and now works fine.

[aguanci57911335]

Hi Lee,

Going through a similar issue right now and tried adding a "/" to the end of the audience URI, but I have received the error message "After changing fields of an active Idp record, you must test the connection before updating the record."

Did you experience this issue? If so how did you get past this for your solution?