MID Server Down | A guide on how to restore the MID Server


Description

Whether it is a MID Server that is being deployed for the first time or one that has been active for a while, there may be an occasion when the MID Server record on the instance reports that the MID Server is "Down." This guide was written to address common scenarios and assist in restoring the MID Server's operation.

Troubleshooting Flowchart

Additional Details

Starting the MID Server Service on Windows

  1. Log in to the host machine as a privileged user.
  2. Start the Services console (Start > Run > services.msc).
  3. Right-click on the service name (by default it starts with ServiceNow MID Server) and select Start from the context menu.

Starting the MID Server Service on Unix/Linux

  1. Log in to the host machine as a privileged user.
  2. Change the directory to the path of the parent agent folder (/service-now/<mid server name>/agent).
  3. Execute the shell script start.sh.

The MID Server is Upgrading

When the MID Server service has correct access to an auto-upgrade and it detects a discrepancy between its reported version and the instance version, it will upgrade. During this time, the service may be running, but the MID Server is not very responsive. Do not interrupt the upgrade process. Review the agent and wrapper logs for details. To troubleshoot errors that may occur, see MID Server Upgrades in the product documentation.

Common Windows Service Issues

On Windows, a service is installed when the MID Server is started. In order for this service to be installed, typically a (domain) administrator account is required. Once the service is installed, it can run as a local user or a domain user. If there is an issue with starting the service and or having the service remain in a running state, check that the "run as" user has proper write access to the agent folder and its subfolders.

If not, contact your Windows administrator. Alternatively, deploying a new MID Server as an administrator with a fresh download on the installation files will typically resolve service issues.

Common Network Issues

The MID Server connects to a ServiceNow instance via the SOAP web service (TCP port 443). Typically, opening a web browser on the host machine and navigating to the URL https://<instance name>.service-now.com should be successful. Additionally, from a command prompt, verify that the following commands are successful:

If not, contact your network administrator.

Common Security Configuration Issues

 Note: Changes on the roles of the MID Server user do not take effect for an active MID Server service until it is restarted. 

Verifying that the Instance Allows MID Server Communication

 Note: Starting in Fuji, the mentioned Public Page and Scripted Web Services require the maint role to modify.

Contacting Technical Support

When contacting ServiceNow Support for assistance with MID Server issues, please include the agent and wrapper logs of the MID server. Also, to expedite the investigation, the caller should have access to make changes on the MID Server host.