question Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue' in Community Central forum

Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

Karim Kabbara1 — Wed, 30 Jul 2025 13:23:57 GMT

Hello,

I’m trying to log into my PDI account, but I’m receiving this error message: 😞

“
Firefox detected an issue and couldn’t connect to devXXXXX.service-now.com. The website might be misconfigured, or your computer clock might be set to the wrong time.

It’s possible that the website’s certificate is expired, which prevents Firefox from connecting securely.

What can I do about it?
devXXXXX.service-now.com has a security policy called HTTP Strict Transport Security (HSTS), which means that Firefox can only connect to it securely. Unfortunately, you can’t add an exception to visit this site.

The issue seems to be with the website itself, and there’s nothing you can do to resolve it. You could contact the website’s administrator to report the problem.
“

Do you have any ideas on how to fix this?

By the way, I can't continue when using Firefox.

Thanks in advance for your help.

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

Mark Manders — Wed, 30 Jul 2025 13:32:24 GMT

Does it work on other browsers? PDIs aren't supported, and I see more people complaining, so I think it has to do with a browser update.

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

GlideFather — Wed, 30 Jul 2025 13:52:55 GMT

Hi @Karim Kabbara1

it seems to be similar to the last year > Can't access to PDI and today.

Please, try to refresh it once a while, eventually you can try to refresh your PDI:

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

Chris393 — Wed, 30 Jul 2025 14:08:48 GMT

I and one of my colleagues are getting certificate errors when trying to access our PDIs. The error I'm getting has to do with the date on the certificate "net::ERR_CERT_DATE_INVALID". I'm hoping this is addressed quickly.

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

GlideFather — Wed, 30 Jul 2025 14:12:34 GMT

@Chris393 my colleague also faces this issue while my PDI works just fine...

Try it again once a while, there is no assistance from ServiceNow on PDI, so waiting is the only possibility...

Unless you have something in progress, you can release and request a new one, it seems to be issue but you would lose everything from the old instance...

2024 issue:
Can't access to PD

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

Karim Kabbara1 — Wed, 30 Jul 2025 14:24:14 GMT

I’m experiencing the same issue on other browsers. However, I have the option to continue on Chrome.

“This server could not verify its identity as devXXXXXX.service-now.com. Its security certificate expired 79 days ago. This could be due to a misconfiguration or an attacker intercepting your connection. Your computer’s clock is currently set to Wednesday, July 30, 2025. Does that appear correct? If not, please correct your system’s clock and then refresh this page.

Proceed to devXXXXXX.service-now.com (unsafe).”

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

Karim Kabbara1 — Wed, 30 Jul 2025 14:31:21 GMT

@GlideFather Thanks for your help. I liked your suggestion to refresh the instance, but I tried that, and the issue persists. I’m trying to avoid creating a new instance, but if this doesn’t resolve, I have no choice. That means I’ll lose what I’ve been testing. I’ll try exporting the data as XML for an update set, which might lessen the loss. However, metadata is another issue.

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

sneqat — Wed, 30 Jul 2025 14:45:13 GMT

Bump. Facing the same issue.

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

GlideFather — Wed, 30 Jul 2025 14:45:39 GMT

@Karim Kabbara1 if you have something in progress and you don't want to lose it, wait until tomorrow before releasing it, if possible.....

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

GlideFather — Wed, 30 Jul 2025 14:53:30 GMT

@Karim Kabbara1 now I noticed that it mentions Firefox... do you have any other available browser to try it?

If so:
- please retry in different one.
If not:
- clear cache and retry,
- access in incognito.

Sounds silly but nothing to lose... :))

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

seanperdew — Wed, 30 Jul 2025 14:59:31 GMT

The certificate is expired for *.service-now.com, at least whatever they are using for the PDI hosting:
* subject: C=US; ST=California; L=San Diego; O=ServiceNow, Inc.; CN=*.service-now.com
* start date: Aug 14 04:56:46 2024 GMT
* expire date: May 13 04:56:45 2025 GMT
* issuer: C=US; O=Entrust, Inc.; OU=See www.entrust.net/legal-terms; OU=(c) 2012 Entrust, Inc. - for authorized use only; CN=Entrust Certification Authority - L1K

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

rodrigohiga — Wed, 30 Jul 2025 15:41:12 GMT

Hi,

I had to do the same here to pass througth this validation issue.

Anyone from ServiceNow knows if this certificate issue is been handled?

Regards,

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

GlideFather — Wed, 30 Jul 2025 15:43:40 GMT

Hi @rodrigohiga as PDI doesn't have any support or assistance from ServiceNow, the only possibility is to wait... there is nothing we can do 😕

If you can sacrifice the current PDI, a workaround is to release and request a new one but you would lose data / configurations of your PDI...

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

dougw — Wed, 30 Jul 2025 15:48:05 GMT

I'm having the same problem - the cert is expired. My company prevents us from ignoring the error so i can't get to my PDI.

Common Name (CN)

*.service-now.com

Organization (O)

ServiceNow, Inc.

Organizational Unit (OU)

Common Name (CN)

Entrust Certification Authority - L1K

Organization (O)

Entrust, Inc.

Organizational Unit (OU)

See www.entrust.net/legal-terms

Issued On

Wednesday, August 14, 2024 at 12:56:46 AM

Expires On

Tuesday, May 13, 2025 at 12:56:45 AM

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

rodrigohiga — Wed, 30 Jul 2025 15:55:20 GMT

Hi @GlideFather ,

Thanks for the reply, but I did that. Even in a new PDI the issue remains.

I mentioned ServiceNow folks wondering someone from them would reply here, maybe with some backstages news. 😉

Thanks!

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

dougw — Wed, 30 Jul 2025 15:57:25 GMT

That's kind of funny, I can't continue on to the PDI using Chrome, presumably because of some company Infosec mandate, but I can continue on to the PDI using Edge or Firefox

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

GlideFather — Wed, 30 Jul 2025 16:00:59 GMT

Let's try our luck :))

There is issue with PDI today - seems that cert is expired, for more details see following:

Anyone knows how to get this done?

CC: @Dan Bruhn @Allen Andreas @Sarah G_
(sorry I didn't know whom to ask or how to report as it is PDI related)

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

dougw — Wed, 30 Jul 2025 16:03:48 GMT

That's interesting, seeing as how I accessed my PDI a couple days ago and today it says the cert expired Tuesday, May 13, 2025 at 12:56:45 AM

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

dougw — Wed, 30 Jul 2025 16:04:56 GMT

Let me add that this expired cert wasn't an issue a couple of days ago.

Re: Just got a message when accessing my PDI 'Did Not Connect: Potential Security Issue'

leifeiliser — Wed, 30 Jul 2025 17:01:13 GMT

same issue, " connection is not private"