ServiceNow has recently discovered a bug in Internet Explorer 11 that, under very specific circumstances, causes password input fields to be cleared. Using IE 11 to visit any form that has two password input fields will cause the second password input field to be cleared when saving the form, resulting in loss of data in that field.

Why is this important?
Your instance's Email Properties page is an example of a form that reveals this bug in IE 11. Simply visiting that page and clicking Save will erase your instance's POP password, making your instance incapable of receiving email. Other customized forms that have two or more password input fields will also be affected.
What is the workaround for this issue?
Use any other browser, including older versions of Internet Explorer. If you are required to use IE 11, a workaround is being discussed on Microsoft's forums here. For your convenience, we have provided instructions in this article.
Do other browsers have this issue?
No, only Microsoft Internet Explorer 11 has the issue. It is safe to use any other browser.


Workaround for Those Required to Use IE 11 

  1. From Internet Explorer 11, open the Tools menu.
  2. Select Internet Options, and a dialog box will appear (see below).
  3. Select the Content tab.
  4. Click the Settings button under the AutoComplete heading, and a dialog box will appear (see 2nd image below).
  5. Make sure the Usernames and passwords on forms check box is not selected.
Workaround for Those Who need the Password Restored
  1. Navigate to System Properties > All Properties.
  2. Open glide.pop3.password.
  3. Right click the header, and select History > Calendar. (This requires the "sys_properties" table being audited.)
  4. Find the value before being blank out.
  5. Put the value back to value field.

Related Problem: PRB595326

Seen In

Berlin Patch 1
Berlin Patch 10
Berlin Patch 13 Hot Fix 1
Berlin Patch 3 Hot Fix 1
Berlin Patch 4
Berlin Patch 5 Hot Fix 1
Berlin Patch 7
Berlin Patch 8 Hot Fix 1
Berlin Patch 9
Calgary Patch 1
Calgary Patch 2
Calgary Patch 2 Hot Fix 10
Calgary Patch 2 Hot Fix 5
Calgary Patch 3
Calgary Patch 3 Hot Fix 1
Calgary Patch 4
Calgary Patch 4 Hot Fix 2
Dublin EA 1
Dublin EA 3
Dublin EA 5
Dublin EA 6
Dublin EA 7
Dublin EA 8

Fixed In

Calgary Patch 5
Dublin EA 9

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-09-30 17:05:20