Users receive a blank page from e-mail link

[dbaril]

We send a daily email to different users that includes a link similar to the one shown below. The link directs them to a record producer in the Service Catalog. Recently, we have received reports of users encountering a blank screen when accessing the link. After reviewing the transaction and system logs, I do not see any evidence that these users successfully authenticated or accessed ServiceNow.

Does anyone have suggestions on how to determine whether this is a ServiceNow‑related issue or caused by an external factor (for example, authentication, browser, or network settings)?

https://mydomain.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=6de5702...

[Naveen20]

Since the logs show no authentication or access, the issue is almost certainly happening before users reach ServiceNow. Here's a focused troubleshooting approach:

Check external factors first:

• SSO/IdP logs — Check your identity provider (Okta, Azure AD, ADFS, etc.) for failed or incomplete authentication attempts from those users. A redirect loop or silent failure at the IdP would produce a blank screen with no SN transaction logs.
• MFA or Conditional Access policies — If your IdP enforces conditional access (device compliance, network location), users outside policy may get silently blocked.
• Browser behavior — Have affected users check for blocked cookies/pop-ups, especially third-party cookie restrictions. The glide_user_route and SSO session cookies are required. Test in incognito or a different browser.
• Network/proxy — Corporate proxies, VPNs, or firewalls may be intercepting or blocking the redirect chain. A packet capture or HAR file from an affected user would confirm this.

Validate on the ServiceNow side:

• Try accessing the URL yourself while impersonating an affected user to rule out ACLs or catalog item visibility issues.
• Confirm the record producer and catalog item are still active and not restricted by user criteria, domain, or scope.
• Check if sysparm_preview=true in the URL is causing issues — that parameter is typically for admin preview and may behave unexpectedly for non-admin users.
• Review the login events table (syslog_transaction or sysevent) filtered by those users around the reported times.

Best next step: Ask an affected user to capture a browser HAR file while reproducing the issue — it will show exactly where the request chain breaks (DNS, IdP redirect, SN response, etc.).

[Tanushree Maiti]

Hi @dbaril ,

1. Ask user to check the same thing in incognito window /private user

2. Ask the user to open a new tab, go directly to the main instance URL (https://mydomain.service-now.com), log in, and then click the link in the email.

// just want to check if it is a case of a session timeout or a failed redirect from the Identity Provider (IdP).

3. Check User Criteria of catalog item if access is given to specific audience

4. Check Available for Tab of the Catalog item.

Ref: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751522

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