After user's password has been updated on user record, user is unable to login to instance - Support and Troubleshooting

After user's password has been updated on user record, user is unable to login to instance Issue  Symptoms After admin user updates a password of a user, user is unable to login to the instance. Could observe below error in node log while reproducing the login issue for user whose password was updated by admin user, 2019-03-04 02:49:30 (981) Default-thread-6 F1AB1DACDBC0BF00EFD1F7461D961905 txid=80cc1160db04 WARNING *** WARNING *** LDAP: No user information found in ldap for Shawn_Pillay 2019-03-04 02:49:30 (982) Default-thread-6 F1AB1DACDBC0BF00EFD1F7461D961905 txid=80cc1160db04 WARNING *** WARNING *** LDAP: No DN returned for 2019-03-04 02:49:30 (985) Default-thread-6 F1AB1DACDBC0BF00EFD1F7461D961905 txid=80cc1160db04 Logging event: SNC.Auth.LDAP.Login.Failed with parm1: user_name= and parm2: ldapconfigsysid=xxxxxxxxxxxxxxxxxxxxx Release Any supported release.

Cause LDAP integration was set up on the affected instance Thus when the user authenticates, the system also tries to authenticate at the LDAP level and it fails there since the sys_user record password was updated only at the instance level. Hence updating the password of the sys_user record in the instance is not enough. Resolution When you change the password for a user in ServiceNow instance, also update it on LDAP server as well.

Additional Information LDAP Integration

User Administration