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Logging into ServiceNow mobile app keeps looping forever and drains the mobile battery

Overview


This article helps troubleshooting a failing mobile login scenario where repeated authentication attempts cause the mobile device battery to drain very quickly. 

 

Symptoms


While making the login attempt on the ServiceNow mobile app in an IOS device, we observed the following warnings in the node log:

2/22/17 12:36:38 (189) NONE New transaction CB9883B3DB87C700A0C2F1C41D9619D6 #47016 /$m.do
12/22/17 12:36:38 (195) CB9883B3DB87C700A0C2F1C41D9619D6 #47016 /$m.do Parameters -------------------------
12/22/17 12:36:38 (196) CB9883B3DB87C700A0C2F1C41D9619D6 Default redirect IDP not found. Check if it exists and is active. If not, clear the system property glide.authenticate.sso.redirect.idp
12/22/17 12:36:38 (196) CB9883B3DB87C700A0C2F1C41D9619D6 *** Start #47016 /$m.do, user: guest
12/22/17 12:36:38 (224) CB9883B3DB87C700A0C2F1C41D9619D6 *** End #47016 /$m.do, user: guest, total time: 0:00:00.035, processing time: 0:00:00.035, SQL time: 0:00:00.003 (count: 9) 
12/22/17 12:36:38 (391) NONE New transaction CB9883B3DB87C700A0C2F1C41D9619D6 #47017 /login_with_sso.do
12/22/17 12:36:38 (398) CB9883B3DB87C700A0C2F1C41D9619D6 #47017 /login_with_sso.do Parameters -------------------------
glide_sso_id=<sys_id>
12/22/17 12:36:38 (403) CB9883B3DB87C700A0C2F1C41D9619D6 *** End #47017 /login_with_sso.do, user: guest, total time: 0:00:00.000, processing time: 0:00:00.000, SQL time: 0:00:00.003 (count: 6)

The issue is reproducible in $m.do interface as well.

Cause


The property 'glide.authenticate.sso.redirect.idp' on the instance was set to the sys_id of an incorrect IDP. Hence, the system was making continuous failing attempts to contact the IDP. In this situation, more processing power is continuously used, eventually draining the mobile device battery.

 

Solution


Check your SSO configuration with your network engineer, and set the instance property 'glide.authenticate.sso.redirect.idp' to the correct IDP. In case this is unknown yet, set the property to an empty value.

Ref. Mobile single sign on

 

 

Article Information

Last Updated:2018-11-30 12:44:23
Published:2018-07-18