Troubleshooting MID Server Down

If the authentication errors are found perform either A or B as follows:

A– Update the password for the user to match what was set on the config file for the MID server. It may be best to reset the user password and then update the configuration file as the MID server encrypts the configuration file password. 

B– Update the password configured on the MID server service config file: 

1. Navigate into the MID server and open <Installation_Directory>/config.xml, open with notepad on windows or vi if in linux, where <Installation_directory> is the location you installed the MID on.  
2. Search for mid.instance.password.
3. Replace the <parameter encrypt="true" name="mid.instance.password" value="encrypted:Old_Value"/> with <parameter encrypt="true" name="mid.instance.password" value="newpassword"/>.  
4. In the previous step newpassword is the password for the account set for the MID server user.  
5. The password will be re-encrypted once the service is restarted.  
6. Restart the service. You need to do the above steps for each MID server service.  
7. Give a minute and the MID server status should be updated to Up. 

Network Tests

Ping the instance from the MID server:

A ping confirms the instance can be reached from the MID server.

• Log into the MID server host, open up the command prompt and run:

ping example.service-now.com

Note: Some environments may have ICMP requests disabled which could cause ping to fail.

Telnet to the instance:

If a ping is successful, then the instance can be reached from the MID server host. However communication on the port used to communicate to the instance may be closed. From the MID server command prompt:

telnet <ip_address> 443

 If the telnet test fails, an error message would be displayed, consult your network team to confirm:

• There are no network firewalls blocking traffic from the MID server to the target host on the port tested
  

Log into instance:

From the MID server host, open up an internet browser an log into the instance. If login is successful from the browser, however the mid server still cannot communicate to the instance, compare the proxy settings used by the browser to the MID server proxy settings found in the configuration file.

Check IE proxy settings:

1. Click Tools, then Internet Options
2. Select the Connections tab
3. Click on LAN Settings

The "Local Area Network (LAN) Settings" may be configured to "use automatic configuration script". Such scripts could configure system proxy settings even when "Use a proxy server" checkbox above is unchecked. Review the script to determine if a proxy is being used.

Note: If the browser is configured to use a proxy, it is a good indication the MID server needs to be configured to use a proxy as well.

When a browser is not available for testing, the command line may be used instead.

Windows:

Open powershell and run:

PS C:\Users\Administrator> (Invoke-WebRequest -URI <url>).StatusDescription
OK

Linux:

From terminal run:

[user@Server]# curl -s -o /dev/null -w '%{http_code}' <instance_address>; echo "";
200

InstanceInfo

The first page requested by the MID server from the instance to test connectivity is the InstanceInfo page.

You can simulate this request.

• Linux
  

  • curl https://<InstanceName>.service-now.com/InstanceInfo.do?SOAP --user <userName>:<userPassword>  --header 'Content-Type: text/xml;charset=UTF-8' --header 'SOAPAction: Get' --header 'user-agent: internal_soap_client' --data '<SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:tns="http://www.service-now.com/GetMIDInfo" xmlns:m="http://www.service-now.com" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"><SOAP-ENV:Body><m:execute><table xsi:type="xsd:string">ecc_agent_log</table></m:execute></SOAP-ENV:Body></SOAP-ENV:Envelope>' | xmllint --format -

• Windows
  
  • Via an application like Postman
  • Set basic authentication and provide user name and password
  • Use URL:
    
    • https://<instance>.service-now.com/InstanceInfo.do?SOAP
  • HTTP Headers:
    
    • Content-Type: text/xml;charset=UTF-8
    • user-agent: internal_soap_client
    • SOAPAction: Get
  • Body:
    
    • <SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:tns="http://www.service-now.com/GetMIDInfo" xmlns:m="http://www.service-now.com" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"><SOAP-ENV:Body><m:execute><table xsi:type="xsd:string">ecc_agent_log</table></m:execute></SOAP-ENV:Body></SOAP-ENV:Envelope>

Check Service Status

Windows:

The service status of a MID server installed on a windows host can be checked under windows services as follows: 

1. Open windows server manager
2. Click Tools and select Services
3. Find the ServiceNow MID Server service
4. Confirm its status is Running

Linux:

The service can be confirmed to be running in linux by one of the following methods:

• From the agent folder run the start.sh, ServiceNow MID Server is already running will be displayed if the service is already running
• tail the MID server log to confirm output is being written
• ps -ef | grep "agent/"

Review Logs:

If all tests are successful, and still the MID server is down, review the MID server logs for more information on why the MID server is down.