Issue in the login after cloning my Prod instance to the non prod instance

[RenataN]

After cloning (PROD -> Non-PROD), I can no longer access the non-production instance.

When I try to use the non-production instance with my production username and password, I get the message "Log out successfully," and if I use an admin user that only existed in the non-production instance, it says "invalid username or password."

In the clone settings, I set the tables sys_user, sys_user_has_hole, and sys_user_group to Preserve data and Exclude data.

I need help to solve this issue.

That materials do not help me https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0714721

https://www.servicenow.com/community/itsm-forum/after-cloning-facing-login-issues/m-p/561861

Thank you in advance!

[Tanushree Maiti · Accepted solution]

Hi @RenataN 

1) Try bypassing the SSO page using the direct login URL (side_door)

• In your web browser, navigate directly to your instance URL and append /side_door.do
• Enter the credentials for a local account 
• Once logged in, you can navigate to Multi-Provider SSO -> Identity Providers and check your non-prod IdP configurations

If the side_door.do login fails and you do not have a functional local admin account, you will need to reset the admin password. Submit an incident request on the Now Support Portal to have a ServiceNow administrator reset the local password on your sub-production instance

2) Go to https://<your_instance_name>.service-now.com/login.do ,using Admin login and follow the steps

How to block local logins and allow only SSO user logins in ServiceNow? -- Part1

2) Ensure with  sys_user, sys_user_has_roles ,  sys_user_grmember tables are preserved

3) check KB: KB2968916 Invalid username or password in Clone Admin Console