Password Reset Windows Application Broken - "Remote Certificate Public key does not match!"

Steps to Reproduce


1. Configure pasword reset Process on Any Kingston Instance.
2. Then install Password reset Windows App 3.3 from the following location.
3. When launching the Password Reset Application, it will produce the error below.
"Initialization Error: Unable to communicate with the ServiceNow instance for one of the following reasons: No network connection, the required plugin is not active, or you are using a ServiceNow release that is not compatible with the API"


Replace the Windows Registry "ServiceNowCertPublicKey" at the following path with the Public Key from the Instance.

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Authentication\Credential Providers\{0780AF60-65C2-4718-942D-E0C56E89EF9B}]


*copy the Public Key from the Certificate from IE Browser 

  • enter url - https://Instnacename.service-now.com in IE Browser 
  • click on lock icon on the browser bar -> View certificates -> Details -> Public Key -> copy the key 
  • replace the existing public key in Registry "ServiceNowCertPublicKey" with the key you copied from above step.

Related Problem: PRB1302399

Seen In

There is no data to report.

Intended Fix Version

Password Reset Windows Application 2.11
Password Reset Windows Application 3.4

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-10-17 00:31:10