User Login Issues - Self Service Portal

[paulhinds]

I have a couple of users in our Service-Now instance ( Istanbul ) who are unable to login to our Self Service Portal, neither user gets a unusual error message just a generic bad username/password error.

I've checked both that their user records are active and they are registering the login attempts, which both are but regardless of what password is set the users are unable to login and their failed login attempts increases by one.

I've checked the logs and again nothing obvious is jumping out for this issue just reporting bad username/password.

I've manually set the password within Service-now for their account and also updated their active directory password to see if either of those changes helped but neither did.

Tested from my system to see if its a PC related issue and still get the same generic error.

Can anyone assist?

[Cheyenne1]

and its only happening for specific users vs. intermittent with all?

Are you using SSO?

[paulhinds]

Yes only happening to two user records that we have been made aware of so far out of around 5000+ user records and it is using SSO.

[paulhinds]

Anyone have any suggestions for something that we could check/try?

[Cheyenne1]

Do you have the ability to check is your SSO tool and make sure that those users are defined in that as well? We've had issues when they're in AD, ServiceNow but not setup in our SSO tool.

Another troubleshooting thing you could try: see if the users can log into the native UI using just the instancename.service-now.com if that doesn't work try instancename.service-now.com/side_door.do and see if they can log in that way to rule out an SSO vs. Service Portal vs. user profile issue.

[W Fortune1]

Could the issue be the authentication server for these users?

It may be set to the wrong domain.