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.
Using ServiceNow mobile app with external authentication - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Using ServiceNow mobile app with external authentication
KB0564232

Using ServiceNow mobile app with external authentication


16139 Views Last updated : Nov 28, 2024 public Copy Permalink English (Original)
  • English (Original)
  • Japanese
KB Summary by Now Assist

Issue

This article explains how to log in to the ServiceNow mobile app when using external authentication.

Versions affected

  • Fuji
  • Geneva
  • ServiceNow Mobile App for iOS v.2.0.3 or earlier

Procedure

The login behaviors between web environments and the native app are slightly different.

On the mobile app, you must enter your username regardless of whether you are an external user. After entering your username, you can either select Use External Login (if you require external login) or enter your password and click Continue (if you are a local credential user).

Example:
user1@example.com = local user
user2@external.com = external user

  • user1@example.com enters their username and password, then selects Continue
    - Local user is authenticated and logs in to the mobile app
  • user2@external.com enters only their username, then selects Use External Login
    - At this point, user 2 is redirected to their IdP’s page.

Problem

If using SSO with external authentication, you might receive the following error:

Error: No external identity provider found for the username: <username>

 

 

Resolution

The error occurs because there is no valid Identity Provider (IdP) defined for the user who is trying to log in to the mobile app.

Since the resolution of PRB656174 (if no primary IDP is set for an instance iOS App login fails), the system property glide.authenticate.sso.redirect.idp with the sys_id of the IdP need not be set anymore.

  • Using single provider SSO

    To set a default IdP, open the IdP record and select the default option.
    When this default is set to true and a user with no SSO configuration selects Use external login, the user is redirected to the default IdP. For more information, see Modify the primary and default IdP. 
  • Using multi-provider SSO

    Configure the sso_source field with the sys_id for the IdP to which you want to connect, either in a company record that users are associated with or within the user record itself.

    For more information, see the topic Configuring Users for Multi-Provider SSO in the product documentation. 

Recommendations

Many SSO issues are addressed in the latest releases so we recommend you use the following versions:

  • Geneva Patch 5 (or higher)
  • ServiceNow Mobile App 2.0.3 (Apr, 21, 2016) or higher

Related Links

See the following documentation topics:

  • Configuring Users for Multi-Provider SSO - Geneva
  • Modify the primary and default IdP - Geneva
  • Add a property using sys_properties.list - Geneva
  • Geneva Multi-SSO enhancements

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.