ServiceNow error : Authentication method 'X509, MultiFactor, PasswordlessPhoneSignIn, X509Device'

[PatRoy]

Hi everyone, 

We have been facing an authentication problem at ServiceNow for some time with some of our users, you should know that we have authentication coming from Azure AD with email address and SSO, here is the message that our users receive when they try to entered ServiceNow:

Unable to open ServiceNow. in any browser Reset MFA AADSTS75011: Authentication method 'X509, MultiFactor, PasswordlessPhoneSignIn, X509Device' by which the user authenticated with the service doesn't match requested authentication method 'Password, ProtectedTransport'. Contact the ServiceNow (Prod) application owner. Troubleshooting details If you contact your administrator, send this info to them.

Someone could help about this issue ?

Thanks !

[Community Alums]

Hi @PatRoy ,

Since the issue appears to affect only a subset of users, it may be helpful to review their MFA profiles for potential inconsistencies.

Steps to Investigate:

Check the MFA Profiles:

• Use the following link to access the relevant table list:
  https://xxxxxxx.service-now.com/now/nav/ui/classic/params/target/user_multifactor_auth_list.do%3Fsys...
• Remove the affected users' data from this table and request that they re-enroll in MFA.(try with one or two users and take a backup of it before deleting)

Verify User Information:

• Ensure that the email addresses in Active Directory (AD) and the user profiles are accurate.
• Check for any unnecessary spaces or formatting issues in these fields.

[PatRoy]

Hello Sanjay, 

Thanks for your response, i look in my PROD instance with the link that you provide to me in your response and no user appear....

I look in the user profile vs AD and all is fine

Thanks

[diegomatias12]

Hi! 

Did you solve this issue?