Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Review the agent log for MID Server errors - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Review the agent log for MID Server errors
KB0535148

Review the agent log for MID Server errors


29106 Views Last updated : Jun 5, 2025 public Copy Permalink English (Original)
  • English (Original)
  • Japanese
KB Summary by Now Assist

Issue

If your MID Server has started, but it didn't connect to your ServiceNow instance, check the agent log for MID Server errors. The agent log is in the logs subfolder of the agent folder for the MID Server you’re troubleshooting. Before you begin, review the following resources in order to see if they address your issues. 

  • MID Server Installation

Video Tutorial: How to Troubleshoot MID Server Issues

Resolution

To review the agent log in your MID Server for errors:

  1. Locate the logs in the logs folder inside your MID Server files.



  2. Locate the agent0.log file inside the logs folder. This is where the MID Servers logs will be recorded.

The MID Server has already tried and failed several times to complete the startup sequence, which is why this information is repeated in the log when there is an error.

  1. Look for the first error in the startup sequence, which is this warning: Could not authenticate user ‘USERNAMEHERE’ on the ServiceNow instance. This error indicates that there is an issue with the user account.
  2. Check if that this user exists.
  3. If not, create it, making sure the user name and password exactly match those in the config XML file. 
  4. If a matching user already exists, check that it is Active and not Locked out.
  5. Then restart the service and go into your instance to see if the MID Server connected.

If your MID Server is still not connected, go back to the agent log to find the first error after the restart.

  1. You may see a different error: Warning: SOAP Server error reported by ServiceNow instance, user ‘USERNAMEHERE’ may be missing the ‘soap_script’ role. This indicates that there’s a problem with the user’s role.
  2. To fix this, assign the mid_server role to the user, which inherits all other required roles, including the missing soap_script role.
  3. Then restart the service again.
  4. And go into your instance to see if the MID Server connected.
  5. This time it’s listed with a Status of Up, so the issue is resolved.

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.