Cannot retrieve update sets and receive a 401 or 403 error - Support and Troubleshooting

Cannot retrieve update sets and receive a 401 or 403 error Description  The 401 Unauthorized error is an HTTP status code that means the page you were trying to access can not be loaded until you first log on with a valid user ID and password. If you have just logged on and received the 401 Unauthorized error, it means that the credentials you entered were invalid for some reason.

The 403 Forbidden error is an HTTP status code that means that accessing the page or resource you were trying to reach is absolutely forbidden for some reason.

Symptoms may include: Unable to retrieve update sets Retrieving updates sets fails Receive one of these errors when attempting to retrieve update sets:

Method failed: http:/1.1 401 Unauthorized with code: 401 Method Failed: http:/1.1 403 Forbidden with code: 403 Resolution The most common causes of a 401 error and possible solutions include:

User ID being used does not have the admin role on the source instance.

Solution: Add admin role, or change to a User ID that already has it. For more information, see Base System Roles in the ServiceNow product documentation. Password being used does not match the password for the User ID on the source instance.

Solution: Verify the password being used correctly matches or reset the password. You are using Domain Separation and Managed Domain is checked on the User ID on the source instance.

Solution: Deselect Managed Domain. You are using LDAP integration to manage credentials. Solution: Verify that the LDAP credentials match the User ID credentials within the source instance by resetting LDAP credentials and synching with the ServiceNow instance. To troubleshoot the common causes for 403 errors:

IP address of the source and/or target instance is on exclusion list.

Solution: To access IP addresses and datacenter IP information in HI Self-Service, see Finding the IP information for your instance . You may have made a recent changes to your internal network and it is preventing access.

Solution: Verify any recent changes to your internal network. If a change has been made, work with your internal network resources to regain access. Additional Information For more information about troubleshooting updates sets, watch the video: Troubleshooting Issues with Retrieving Update Sets .