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Symptoms


When trying to retrieve update sets and testing the connection under 'update sources' from prod and to dev, failing with error "authentication to the remote instance failed".

From the localhost logs : 

2019-01-15 08:16:18 (454) Default-thread-15 C736DBC54F0B2700E714FAF01210C7D4 txid=873b5b054f4b OUTBOUND_HTTP: protocol=HTTP/1.1 response_status=200 response_time=596 request_length=0 response_length=-2 app_scope=global session_id=C736DBC54F0B2700E714FAF01210C7D4 transaction_name="#507237 /xmlhttp.do" user_name=manish.singh@snc mid_server= source_table= source_record= system_id=appxxyyzz.iad4.service-now.com:XXXYYYZZZ014 method=GET log_level=Basic scheme=https hostname=XXXYYYZZZ.service-now.com path=/hub.do url=https://XXXYYYZZZ.service-now.com/hub.do

2019-01-15 08:16:18 (455) Default-thread-15 C736DBC54F0B2700E714FAF01210C7D4 txid=873b5b054f4b WARNING *** WARNING *** OUTBOUND USAGE ANALYTICS - OutboundUsageAnalytics : OutboundUsageAnalytics: Usage analytics send failed 
2019-01-15 08:16:18 (593) Default-thread-15 C736DBC54F0B2700E714FAF01210C7D4 txid=873b5b054f4b *** End #507237 /xmlhttp.do, user: manish.singh@snc, total time: 0:00:00.754, processing time: 0:00:00.754, SQL time: 0:00:00.001 (count: 5) 

Release


Any

 

Cause


  • User records used for authentication in sys_update_set_source [ Update Source ] record was storing 'partial','truncated' LDAP information in 'source' field.
  • Source Instances are configured to use SSO for authentication through the UI (browser). 
    However, SSO cannot be used when making web service calls between instances (which is how update sets are moved). 

Resolution


1. Please remove 'source' field values from the user record and save.

OR

2. Navigate to LDAP -> Properties and find property "Use LDAP for password authentication"
- Uncheck the "Use LDAP for password authentication" checkbox, the instance falls back to local authentication, and will use the password stored in the User record [sys_user.user_password]. 

Additional Information


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Article Information

Last Updated:2019-05-21 11:54:32
Published:2019-01-22