Determining if the LDAP server is downDescription <!-- div.margin{ padding: 10px 40px 40px 30px; } table.tocTable{ border: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .6em; padding-bottom: .6em; padding-left: .9em; padding-right: .6em; } table.noteTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internalTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:0; } .sp td{ border-bottom: 1px solid; border-right: 1px solid; border-color:#E0E0E0; background-color: #ffffff; height: 20px; padding-top: .5em; padding-bottom: .5em; padding-left: .5em; padding-right: .5em; } .sphr td{ border-right: 1px solid; border-bottom: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .5em; padding-bottom: .5em; padding-left: .5em; padding-right: .5em; height: 20px; } .title { color: #D1232B; font-weight:; font-size:25px; } .hd1{ color: #D1232B; font-weight:; font-size:18px; } .hd2{ color: #646464; font-weight:bold; font-size:16px; } .hd3{ color: #7a7a7a; font-weight:; font-size:16 px; text-decoration:; } .hd4{ color: #000000; font-weight:bold; font-size:14 px; text-decoration:; } --> Determining if the LDAP server is down ProblemThe connection between the LDAP server and the instance is failing. Symptoms Users are unable to log in.The connection timed out error message is displayed when using the Test Connection link in the LDAP Server record. Causes The LDAP server may not be running.The firewalls or VPN may not be allowing connectivity from associated datacenters. Resolution Verify with the LDAP administrator that the server is running.Verify if there have been recent changes to the firewall or VPN. If the suggestions above did not resolve the issue, create an incident (INT) ticket, and include this information: The network administrator contact informationThe result of nslookup / host of the affected instance from the LDAP serverThe result of ping / traceroute from the LDAP server to the instance URL, noting the start and endpoint IPsThe result of packet captures that can be opened in Wireshark, noting the start and endpoint IPs, and the time frames when the user authentication was requested ServiceNow Technical Support provides the corresponding IPs for the associated datacenter pair and schedules a call between ServiceNow resource and the networking resource. Note: Make sure to include the contact information of the networking resource so that a Servicenow network engineer can help resolve the issue.