Edge Proxy Not Starting: Empty db field on Proxy Record - Support and Troubleshooting

Edge Proxy Not Starting: Empty db field on Proxy Record Issue _ � _  Edge Encryption Proxy not starting up after a change in the Database connection.

This is applicable only if all of the below 3 conditions are valid for a customer:

Condition#1: Customer has more than one Edge Encryption Proxy Servers AND

Condition#2: Customer has valid DB connections defined for the Edge Encryption Proxy AND

Condition#3: On the startup of Proxy, you are seeing:

"ERROR Error occured during proxy startup: This proxy (Edge Prod 5555555) is using a different database configuration than other online proxies" Release All. Jakarta, Kingston, London, Madrid, New York

Cause

1. "This proxy ($name) is using a different database configuration" error is coming from an OOB script include (EdgeProxy_Processor) does on proxy startup. It's checking the db field of the sys_encryption_proxy records. In the current situation, ALL sys_encryption_proxy on this instance have blank 'db' fields and that's why we see this issue.

2. This "db" field value should be a pattern that gets generated when proxy registers.

Resolution Option #1:

Go to table "sys_encryption_proxy" Open a record Go to its history and copy the historic value for field "DB" OR, execute below SQL on the Proxy DB to find the DB ID: mysql> select * from db_id; +--------------------------------------+ | db_id | +--------------------------------------+ | 111111111111111111111111111111111111 | +--------------------------------------+ Update all records in "sys_encryption_proxy" table with DB = value copied in step#3 or step#4 above.

NB:

- Step#5 above needs to be done from backend. Customers do not have access to update it. Please Contact ServiceNow Technical Support to assist you with this.

- Once all the records are updated with the correct and same value for DB = DB status for all proxies will auto-correct and restart of any proxy will be successful.

Option #2:

Shutdown all proxies Once every Proxy is Down, begin starting them up, one by one.

NB: While all of the proxies are down, users who access ServiceNow via Edge Proxy will not be able to connect to ServiceNow.

Related Links

1. Every Edge Encryption Proxy has a record in "sys_encryption_proxy" table.

2. For every Edge Encryption Proxy record, there is a field "db" that has a numeric string value.

3. All of the Edge Encryption Proxies under this setup should have the same value for this field "db" in table "sys_encryption_proxy"

4, If there is any change in the Database, db value goes NULL:

5. In this situation, if you attempt to restart a Proxy, it will end with Error

"Error occured during proxy startup: This proxy (Edge Prod 5555555) is using a different database configuration than other online proxies"

INFO Starting Edge Encryption proxy INFO Connected to database: as user INFO Proxy "Edge Prod 5555555" successfully retrieved keys from the ServiceNow instance "instance.service-now.com:443" INFO Registering keystore key "my_prod_key1" of type AES with length 128 INFO Registering keystore key "my_prod_key2" of type AES with length 256 WARN This proxy (Edge Prod 5555555) is using a different database configuration than other online proxies ERROR Error occured during proxy startup: This proxy (Edge Prod 5555555) is using a different database configuration than other online proxies

6. In this situation, pattern encryption will not work and any attempt to restart a proxy will kill the proxy until this issue is fixed.