Service Bridge Registration Errors - 'Key Exhange Request failed..'

[samtrobo]

I am attempting to set up Service Bridge between 2 demo instances. While trying to connect the instances I am running into the following issue:

After creating the Consumer Registration in the provider instance I have followed the link in the email and created the Provider Connection record in the Consumer instance. First issue to note is that the 'Save' UI action appears not to work and I instead have to save by right-clicking the header (although this may just be related to the demo instances being slow-responding).

After saving the record the following error messages occur:

Following this, the 'Retry Key Exchange Request' and 'Connect to Provider' UI actions appear to do nothing so I am essentially stuck at this step.

My current set up with respect to users/accounts is the following:

- I am logged into both instances with my local admin accounts, same username/email/password

- In the Provider instance my account is associated with the company/account used in the Consumer Registration record, and I am listed as a contact in the account record.

- In the Consumer Registration record (in the Provider instance) I am listed in the Contact field

Just to clarify this is for the non-legacy Service Bridge (sn_sb_con & sn_sb_pro)

Any help is appreciated

[samtrobo]

I have yet to fix the issue but I have had this workaround forwarded on from SN support, hopefully it works for you https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584910

[Community Alums]

@samtrobo , Thank you so much!

[Padraig O_Kane1]

Hi all, 

Sorry to resurrect an old thread but figured this would help others if someone can help me. I'm currently working through ServiceBridge (a PDI as the Provider and a DEV instance as the Consumer). When I attempt to 'Connect to Provider' I am presented with the Service Provider Registration page (UI action is working as I have a connection between the two instances) however I am getting an error message: Please contact provider for support. I have followed the KB article (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584604) and inspected the HTML but all values are present. Has anyone encountered this before and how did you resolve?

[SrdanMatijevic]

Yes, we had the same issue. We upgraded our instance to the Vancouver Patch 5 version (we were on Patch 3) and raised NOW support cases for both the provider and consumer sides. 

We were able to establish a connection with the NOW support, I don't know if it was Patch 5 that did the trick or NOW support has done something in the background.

We tried another connection afterwards and again we had different issues but after a few tries (deleting the registration record on the consumer side and starting from scratch), the connection was established.

So, raise cases on both sides as a first step.

[Padraig O_Kane1]

Thanks Srdan, having tried everything with the DEV instance, I instead onboarded a new consumer (a demo instance) and followed the step by step and thankfully have it connected without issue, not sure if the issue I encountered was a result of erroneous config changes or whether Service Bridge didn't like the domain separated instance (forgot to mention that). Now to get records moving from the demo to the PDI.